How do I file an appeal for a moderation decision?

You can file an appeal by submitting a request HERE and filling out all the necessary information. Under the section “What is your concern today” select Safety, Parents, and Moderation. 

Please include: 

  • What moderator action you are appealing 
  • Username(s) and the parent email registered to the account(s) 
  • Date, reason, and action listed in the Parent Tools under the account’s Discipline History  

Note: If you received an email from us regarding the Moderation action, we would still prefer the information from the Parent Dashboard as it contains the essential details we require to look into your appeal. Please do not copy or forward the received emails.

 

AJHQ utilizes technologies (e.g. chat filters), tools, and moderators to ensure that all players are following the TOS and Rules to help ensure a safe and fun environment where everyone feels welcome. Our Trust & Safety team relies on evidence we’ve thoroughly reviewed before taking an action. In some situations, we may err on the side of safety, especially if we’re unfamiliar with certain content, imagery (masterpieces, masterblocks, etc), or other sensitive topics. We are a game directed at kids so our community guidelines are more restrictive by default. 

 

Other important notes on appeals:  

  • We will need to verify ownership of the account before providing any information

  • Due to account privacy, an appeal can only be filed from the account holder and from the email that is registered to the account. If you don’t have a parent email we may try to verify your account through other methods. 

  • A disciplinary appeal (suspension, chat degrade, removal of privileges, etc.) can only be made within 14 days from the time your account was moderated. Appeals may take up to 2 weeks to process and return a decision. 
    • If your account was permanently BANNED you may appeal that decision for up to 6 months. These appeals may take longer than 2 weeks to review. 
    • EU users may appeal any moderation decision up to 6 months 

  • Please note that most disciplines have already been vetted by our moderators. An appeal does not guarantee that your discipline will be lifted. 

  • We will not accept any duplicate appeals. Once we have made our determination, any additional appeals for the same case/incident will not be reviewed. 

  • A successful appeal will not affect the historical record of the discipline noted in the Parent Dashboard.

  • Sometimes our chat filter incorrectly identifies a player as saying something  inappropriate, but in actuality they did not (i.e. “false positive”). In these situations, our system may suspend the player for 24 hours and that suspension will lift itself automatically. If you believe the filter made a mistake, please let our team know and we will review the suspension and adjust our filters and lift the suspension if it is still active. 

If your question hasn't been answered in our help section, you can submit a request to AJ Support, and we will respond as soon as possible. Currently, support is only available in English. Submit a Request