Trust & Safety

Moderators are human and apply judgement. The Appeals process is how to raise a decision you believe was wrong, so a different reviewer can take a fresh look.

How the appeal flow works

Appeals for content decisions happen inside 66678AI, in the Help Desk, under Appeals. You need to be logged in to the account that owns the content.

1. Start an appeal. Choose what was actioned (a character, group chat, comic or community pack), then pick the specific item. The reason the moderator gave is shown alongside it.
2. Explain your objection. Point to the specific part of the decision you disagree with. A clear, specific objection is the most useful thing you can give the reviewer.
3. A different moderator reviews it. The appeal goes to our queue team. The moderator who made the original decision cannot handle your appeal.
4. Talk it through. Each appeal opens a private conversation with the queue team in the Help Desk. If the reviewer has questions, they will ask there, and you will get a notification when they reply.
5. Get an outcome. The reviewer either reverses the decision or closes the appeal, and explains why in the same conversation.

Each decision can be appealed once.

Where to appeal

Content appeals happen in 66678AI. If a moderator took down a character, group chat, comic, community pack or other content you made public, appeal it in the Help Desk as described above. Many takedown notices link straight to it.

Everything else goes to [email protected]. This includes:

• Account suspension or termination.
• Likeness or intellectual property disputes.
• Anything that needs legal input.

Include your account email, the notice you received, and the reason you believe the decision was wrong.

Appeals are not the right path for:

• Disagreement with a documented policy (use Contact to comment on policy).
• Edits to the policy itself.
• Re-submitting the same content with no changes. If a submission was rejected, read the reason in the rejection notice, check it against Prohibited content and Why was my character rejected?, then improve the submission and resubmit it normally.

Outcomes

An appeal ends in one of two ways:

• Reversed. The reviewer agrees the decision was wrong and undoes it, and your content is restored.
• Closed. The original decision stays in place. Closing an appeal is often not the end of the road: the queue team will usually help you understand what needs to change, so you can update your content and resubmit it for review. They will explain their reasoning in the conversation either way.

We aim to resolve content appeals typically within 10 business days of receipt, and you will be notified in 66678AI as soon as the queue team responds. Matters sent to [email protected] (account terminations, likeness disputes, anything requiring legal input) may take longer, and we will tell you so in writing.

If you believe a moderator treated you unfairly

If the issue isn't a single decision but a pattern (a moderator you think is acting in bad faith, retaliation, harassment, or anything that warrants trust-team review rather than re-review of the submission), email [email protected] directly. This inbox is read by the trust team and is the right channel for whistleblowing-style escalations.

Beyond that, you have whatever recourse your local jurisdiction provides.