What to do if device/account was banned

[princessraia]

Since there are still a lot of players that are banned in error ( DEVICE AND ACCOUNT BANNED)


here are the things that you can do to have this issue resolved ASAP!!

FIRST STEP: CONTACT SUPPORT

you have two options to contact them one is to send them a regular email at SUPPORT@SPACETIMESTUDIOS.COM or you can click contact us which is on the bottom of the website page.

now here's a tip:
this people are busy.. so for your email make sure to remember the following:

your ign
your issue
a little background of what happened.

now make sure that you follow K.I.S.S. on your emails (keep it short and simple)

keeping your email concise and straight to the point can help you and the support team to finish the job faster..

avoid drama.. we know your frustrated, disappointed and aggravated..we understand.... but showing that on the email won't resolve any of your issue...

the support team is your friend... they are assigned there for a reason and one of the reason is not to read your drama...

make sure that your email is understandable.. if you need assistance with your email try to ask for assistance... because if your email is hard to understand the support team will have a hard time knowing you situation.. that might also cause delays... and nobody likes delays


here's an example of an email i created when i asked for assistance (my account got banned too so i feel you guys..)

subject: ACCOUNT BANNED

hi good day!
my ign is : raianezz

I am writing this email with regards to incident last Wednesday around 11:30 AM EST when i logged in to the game it said my device was banned.

I've played for 1 year and 2 months started last feb 2015 when lovecraft event was in place.

I've never violated any sts guidelines.. and i strictly comply and adhere to the process. So kindly check my account and hope to hear a response from you guys soon.


thank you so much in advance..

--so as simple as that i got my account back there might be a delay in some but always remember that if you are confident that you follow the guidelines and you did not violate ANY OF THE RULES... you will get your account back as simple as that.

remember STS is trying to keep the balance of the game to provide an enjoyable experience to all players they have moderators who plays the game and experience the game like we do.. so we cannot judge them that they don't know what's going on inside the game...
PLUS most of them are very approachable just feel free to chat them just prevent ranting to them... you can give them feedback but keep your post or messages in a professional way.

so i hope this helps and I am open for your guys feedback

thanks and good luck!

[chamqion]

Lol there isn't really much hope if you got banned because they keep copy pasting their replies, it doesn't matter how you write the email. Even when you didn't do anything against the TOS they will say that it was their final decision and that they won't revoke the ban.

Like this:

[princessraia]

Lol there isn't really much hope if you got banned because they keep copy pasting their replies, it doesn't matter how you write the email. Even when you didn't do anything against the TOS they will say that it was their final decision and that they won't revoke the ban.

Like this:

they did copy and pasted their email when they replied to me i admit that however my account was banned and as well as my device but i got them both back... so losing hope is not an option for me i did helped a couple of people too... I am just sharing what i know and what i did to help the others...

[Wiz8]

Cool if I add you in game I recently got my acc back thanks to you


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[princessraia]

Cool if I add you in game I recently got my acc back thanks to you


Sent from my iPhone using Tapatalk

your welcome feel free to add me

ign: raianezz/princessraia

[Wiz8]

Sweet keep up the work thanks Hun


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[princessraia]

this is a screen shot that i took when my account and device was banned. and honestly i was devastated at first so i sent a ticket ASAP

[princessraia]

and this is the email i got from them after 5 days..lol but i did not lose hope... so i hope you do the same

i asked them to further investigate on my account because I am confident that i follow sts ToS and i can prove that.. and why would i share my work email to others -.-

[Schnitzel]

hi good day!
my ign is : raianezz
I am writing this email with regards to incident last Wednesday around 11:30 AM EST when i logged in to the game it said my device was banned.
I've played for 1 year and 2 months started last feb 2015 when lovecraft event was in place.
I've never violated any sts guidelines.. and i strictly comply and adhere to the process. So kindly check my account and hope to hear a response from you guys soon.
thank you so much in advance..

Very formal
good job Raia

[princessraia]

Very formal
good job Raia

like i mentioned it has to be concise and in a professional manner because a lousy email may result to a lousy feedback so better make sure that if you send an email you have to be detailed and accurate.

to prevent confusion on both side.

at the same time i get faster response from the support team if my emails are like that because they can understand clearly my point and concern

thanks for the feedback ruizhe

[worshiped]

Very useful post, good job on you for not losing hope!

[Schnitzel]

like i mentioned it has to be concise and in a professional manner because a lousy email may result to a lousy feedback so better make sure that if you send an email you have to be detailed and accurate.
to prevent confusion on both side.
at the same time i get faster response from the support team if my emails are like that because they can understand clearly my point and concern
thanks for the feedback ruizhe

lol back when Support didn't block my email (just one day, out of the blue, after years of not emailing, they've seemingly blocked me),
I used to just send 1-2 sentence emails. Always liked those hilarious responses from Mjolstin and Asommers

*a couple years ago*
Younger-Me: "Are you a robot?"
Mjolstin: "no we are all humans here, unless you are a terminator here to alter the future of mankind! O.o "

good times

[princessraia]

lol back when Support didn't block my email (just one day, out of the blue, after years of not emailing, they've seemingly blocked me),
I used to just send 1-2 sentence emails. Always liked those hilarious responses from Mjolstin and Asommers

*a couple years ago*
Younger-Me: "Are you a robot?"
Mjolstin: "no we are all humans here, unless you are a terminator here to alter the future of mankind! O.o "

good times

omg that was hilarious i did received a response before from chad when i was helping a friend and base on his response i know he read the whole email..

so base on their response now i really know that they are very busy... so im hoping that i dont aggravate them by sending follow ups here and there lol

[princessraia]

Very useful post, good job on you for not losing hope!

thank you im truly hoping that i could help players to get their accounts back... because i know how it feels to lose something that you put too much effort and it sucks.

[konafez]

Does support have cake? If so they need to give me some!

[princessraia]

Does support have cake? If so they need to give me some!

im not for sure cakey if they give me one i'll share it with you

[Chenmed]

Hm

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[herculeans]

and this is the email i got from them after 5 days..lol but i did not lose hope... so i hope you do the same

i asked them to further investigate on my account because I am confident that i follow sts ToS and i can prove that.. and why would i share my work email to others -.-

itoo got the same msg but I was unbanned (all happened within 1:30hrs)

[Eye lora]

♡ big kiss for yah
( people who said there's no hope ! ) ofc there's hope as raia said , thanks sissy ♡

[princessraia]

wow @.@ this was last year XD but yeah like i said as long as you read TOS follow it you have nothing to worry errors may happen but if you know you did nothing then there is a chance to be reinstated. That is why there is support to file an appeal if this happens, just make sure you do follow TOS don't waste your time and supports time if you violated anything, they can actually see what you are doing

-just saying