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Hi. I've been playing Hay Day for 12 months and use it regularly every day. I've only ever played it on my iPad. Out of nowhere today I'm receiving an error saying I am Banned! "Our systems have detected suspicious activity on this account, which is a violation of our Terms of Service. Due to these actions, the account has been permanently banned."
Does anyone know what the process is to get this investigated so I can unlock my account?
From what I am reading from the thread I included a link to below, there are instructions on the banned message.
http://forum.supercell.net/showthrea...before-posting
Otherwise you can contact Support at: hayday.feedback@supercell.com
I suggest including any info about your farm that you can (level, farm name, etc.) so that they can better assist you.
Hope that helps! :)
Thanks for the help! I've emailed support. Fingers crossed I'm back online soon!! 😀
I am afraid I would cry. Then when I was done crying I would try to email support. Then maybe pace the floor waiting for a response.
Seriously. I hope you get it worked out. Let us know the outcome.
Yes the waiting for a response is painful!! Particularly when I haven't done anything wrong or offensive. Very annoyed 😞
Just an update on where things are at. I have had to contact Supercell via another Hay Day account to get a response. They are accusing me of illegally purchasing diamonds which is why my account is banned permanently. This in incorrect. I would expect they would have a complete history of all purchase and diamond allocations/spend. In which case they would see I have done nothing illegal. I am furious. This is becoming increasingly frustrating, and I get the sense they are not going to reinstate my account. Anyone else experiencing a similar situation?
I had an issue with "lost" diamonds once. It took weeks before it was worked out. I wouldn't have pushed the issue but it was in the hundreds. I finally got some back. I wrote them about every other day. I made a real pest out of myself. It worked.Quote:
Originally Posted by shhall13
I know you haven't lost diamonds but my point is. Keep writing. Some will tell you it bogs the system down. Slows the process up and all that. Tell support to look at your spending history. Diamond usage. Include screenshots of purchase made thru apple.
Oh. You did purchase thru the game correct? That would be the only way it is sanctioned by supercell. No outside diamond purchases are allowed.
I hope you get things worked out but if it was a purchase made thru facebook or an outside site other than supercell/apple im afraid you may have broken the rules.
Quote:
Originally Posted by Bestajunior
Hi there, thanks for the advice! Yep I definitely purchased my diamonds in app only. I have never made a purchase outside the app. Months ago there was a link on Hay Day's Facebook page that said to promote that you liked them on your Facebook page and you would receive free diamonds. I did this, but I never received the diamonds, and I never followed that up. So in my view I do not see what I have done wrong to be banned.
I will definitely keep messaging them as you suggested. It's just so incredibly frustrating :(:(:(
I have my fingers crossed for you. Stamp your feet a bit with support, but be nice. My Gran used to,say you catch more flies with sugar than you do with vinegar.Quote:
Originally Posted by shhall13
Yes I couldn't agree with you more. My challenge is I can't get anyone to respond to me. I've been emailing/messaging daily. I think I am banned permanently. I am so extremely disappointed that no one will take a closer look at my account (which would prove my innocence) and that there isn't any way to escalate it to get it resolved. Thanks again for your interest in this. Hopefully one day someone will finally respond and take a closer look at my case. I really hope this doesn't happen to any other innocent people.:(:(:(Quote:
Originally Posted by Bestajunior