Friend's account terminated over a mistake

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Hello, this is my first post here, I apologize for any mistakes. All the provided information and screenshots are shared with my friend’s permission and help. Her username is @ natamaku.

Recently my friend’s 12 years old ID-verified account got terminated, there’s less than 2 weeks until the appeal period ends. The reason for that was double-uploading a joke decal with her character saying a meme line. At first, the Roblox asset creation page failed to show that the first decal submitted, it looked like the page just didn’t load, so she clicked upload again, not knowing the actual reason, only to realize that her account got banned for 7 days for the first decal when she was playing a game a few minutes later. Looking back, it was a reasonable thing, as we now do understand that the phrase sounds improper for this platform. After 14 minutes her account got terminated for the second decal.

There was thousands of robux, and a lot of limited items that she got during her 12 years of playing. This account means a lot to her, and we both are heartbroken by this moderation decision. She’s never ever got moderated for this reason before, and she respects Roblox’s rules.

There was absolutely no malicious intent, nor she was trying to bypass the moderation system. It was a mistake, an accidental double-upload. My friend then started sending multiple appeals, and every single one of them got auto-rejected. She’s still sending them through Roblox support, hoping it would reach an actual human moderator who will look into this issue.

Is there any chance this could get resolved? This seems totally unfair to be terminated over a meme image, especially when it was uploaded twice without knowing it broke the rules :frowning:

EDIT:

Just to clarify: We are not trying to convince the moderation that the image has no potential harmful meaning, the phrase does sound improper for the platform, as we’re now realizing, which is why we agree on a temporary ban for this action.

The issue here is the fact that there was a second upload of the decal which was made before the account got suspended officially. My friend mistook a pending moderation for a failed upload, so she uploaded the image again, thinking it will fix it. (The background color is different because she was testing which one looks better, in case it’s relevant.) Roblox moderation assumed she was trying to bypass the ban, which she wasn’t aware of at that time, and it led to a full termination.

I hope this clears some things up.

Both decals:

decal1
decal11046×620 68.7 KB

decal2
decal2686×812 69.9 KB

Moderation responses:

response1
response1644×734 26.4 KB

response2
response2664×576 18.4 KB

response3
response3716×674 24 KB

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i doubt roblox will care or accept the appeal since it was twice of the same joke which actually gets tagged when you say it., this moderation is too strict :pensive_face:

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3

Okay that was NOT a mistake…

I doubt Roblox might help this. It can clearly be used for malicious intent. Sorry.

Something similar happened to me a long time ago too and well, Roblox moderation didn’t reinstate my account.

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Oh, thank you for telling!

By mistake I meant the double-upload without realizing that the image was moderated, and it wasn’t the site simply not loading it, I do understand that the phrase could be used in a harmful way, and my friend takes the accountability for it. If you look at the time of suspensions, the difference between them is 14 minutes which proves that the site indeed did not load the decal, and the image was posted again.

I just wish there was a warning system that checks the image for any rule-breaking content BEFORE you upload it, that could prevent so many terminations :frowning:

Edit: rephrased some things

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5

This probably deserved a warning or a week ban at most, but a termination for someone who has been playing for over a decade is absolutely insane.
Roblox’s moderation is so incredibly incompetent and it’s so frustrating.

A few years back, I lost an account with years of data and hundreds of dollars sunken into it because of a free model with a backdoor, and they completely refused to even accept the possibility that maybe not everyone knows that could even happen with free models that Roblox themselves provide the means to access.

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to be fair that is quite a weird image ESPECIALLY considering current world events

7

I agree with you! There should be such a system yet there isn’t. All you can do is keep contacting Roblox support. I recommend using something like Gemini to rephrase your support e-mails as it can help write concise e-mail that use legal words which the support team actually understand.

Or just… the end of everything. Move on and create a new account which is by far the hardest part.

Agreed. It is.

I’ll be glad that after all the bans I got I’m more cautious when uploading and checking things. Haven’t gotten banned/warning ever since!

8

To be fair the image does look like it has malicious intent; not knowing it was ‘breaking the rules’ is a severe lapse in judgment on natamaku’s part. Appeals are about disputing the action; not necessarily saying sorry for it.

If you aren’t disputing the factual accuracy of the moderation action (in which this is hard to dispute), then you’re not gonna have any luck.

Time and commitment should never waiver the odds of the end user, but that’s just my opinion.

EDIT:
Also, when you sign up for the platform anyway, you are implicitly applying the fact you acknowledge the terms of service, so you can’t use ‘didn’t know it was breaking the rules’ as a dispute.

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9

I wouldn’t blame moderation. They have their own policies that they go by; you should be blaming the terms put into effect, not the people enforcing them.

However I do agree they can be incompetent in a vast amount of scenarios. Had a game of mine taken down for being a ‘gambling game’ while the game does not have such features/representations. I was told to change my game’s maturity rating to include gambling, and upon doing so and a second review, they shut me down and said the consequence would not be reversed. It’s a bit silly

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Yes, we do realize now that the image could easily be interpreted as such, and the 7-days ban was definitely fair here, and I wish it ended here

It’s a shame though that by the time the account was banned, my friend reuploaded the decal already, thinking the image didn’t load properly, which got it terminated. That was an unfortunate turn of events

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11

Your friend shouldn’t get their hopes up, but they can send an appeal saying that the context references popular creepypastas and wasn’t meant to be harmful.

12

Unless your friend gets a human moderator to help, its over

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“Human moderator”

image
image537×564 314 KB

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