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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
Just double checking....if you can remember, did the Facebook page have the little blue checkmark next to it like this:Quote:
Originally Posted by shhall13
http://i59.tinypic.com/1zbqe8n.jpg
For a while there was a fake Facebook page floating around.
Can you remember if it was a link within a post (i.e., like a comment)? Any official link posted by SC would have that little blue check next to it.
Quote:
Originally Posted by d2l5p2
Hi there - unfortunately I do not recall this. It was so long ago (a good 8 months at a guess). I really really hope that isn't what has happened. I didn't receive anything from the post I made as a result of clicking the link so I hope if I was victim to a scam that the Hay Day team will see this and allow me back on. My issue is no one from the Hay Day team will get back to me. I have sent many messages and heard nothing. I'd call them if I knew what number to use. This is so incredibly disappointing. I miss my farm :(:(:(
Sadly the monitoring of even the official Facebook page appears to be lacking.
Just the other day I was scrolling through comments and found numerous links to obvious phony methods to obtain diamonds. They are cleverly worded posts and for those who do not have English as their primary language, they are terribly misleading. If it was a link like that, then imho Supercell is partially at fault too and definitely owes you an explanation.
I couldn't agree with you more!Quote:
Originally Posted by rbcrewser
Well I hate to say it but Hay Day seem to have won. They refuse to respond to any of my emails or other attempts to contact them. It's clear they do not value loyal players and are happy to make sweeping decisions to ban people without any recourse or discussion. I stand by my position that I did nothing wrong, and if anything I was caught up in a scam innocently from which I received no reward, and therefore I do not feel I am in breach of my terms. I sincerely hope others are not experiencing the same thing.
So farewell. I will find another company to spend my money with. And I intend to have nothing to do with any Supercell games in future.
Quote:
Originally Posted by shhall13
I can feel, and really empathize, with ur frustration, but plz don't give up yet. There are times I've emailed support and it's taken them much longer than the week u have been waiting, and ultimately, issues were resolved. I would, as previously suggested, take a snap shot of ur app purchase and attach to ur correspondence. SC is definitely in the biz of keeping as many players as possible, I'm sure they'd want to keep u on. They never win when they lose a customer.
Like every aspect of this game, though counterintuitive to how it's played, patience really is a virtue. Even with all the annoyance and disappointment, I suggest wording the emails kindly, maybe even just asking for an explanation before a resolution.
Keep calm, carry on, and do what u have to do to keep playing this game that u obviously enjoy so much. I sincerely hope u persevere, and that a resolution is imminent for u :)))
This is really great advice. :)Quote:
Originally Posted by SdPia
Quote:
Originally Posted by SdPia
Thanks for this. Ok I will persevere (nicely :)). I have done as you suggested and sent an email with copies of all receipts detailing my in app purchases. I hope this helps.
Still no reply from Hay Day support. I guess I'll have to accept this will never be resolved. So disappointing :(:(Quote:
Originally Posted by shhall13