My account is suspended. What can I do and how do I appeal?

If your account is suspended, you can still sign in, but you are taken to a suspended screen that shows the reason and lets you send an appeal. Your data is safe and nothing is deleted. While it is suspended, your workspaces' sending and warmup are paused. Only a person on the Warmerly team can lift a suspension, and every appeal is read by a person.

#What you see

Signing in with your correct email and password takes you to the Account suspended screen instead of the dashboard. If you use Google or Microsoft sign-in, the same happens. On the Android app you get a message that the account is suspended, because the app cannot show the page, and you can use the website to appeal.

The screen shows:

• The reason, with a short explanation.
• Whether an appeal is under review, or when your last appeal was declined.
• A form headed Appeal this suspension, and a Sign out button.
• Warmi, the support assistant, docked on the page. Warmi can explain your situation and file an appeal for you, but it cannot lift a suspension and it cannot promise that an appeal will succeed.

#What stops while suspended

• Campaign sending, email warmup and LinkedIn warmup for the account's workspaces are paused, including for teammates who use a workspace owned by a suspended account. Campaigns stay as they are and nothing is deleted.
• The dashboard is unavailable; you are sent to the suspended screen.
• Programmatic access is refused: the API returns an account_suspended error, for both sessions and API keys. Connected AI apps stop working too.

When the suspension is lifted, everything picks up again on its own. Nothing has to be set up again.

#The reasons

The screen shows one of these:

• Multiple accounts: our automatic security checks found that more than one account looks like it was set up by the same person. Each person can have one account, and free plans are for one account only.
• Usage policy: activity on the account did not follow the usage policy. See the Acceptable Use Policy.
• Payment review: a problem with the account's payment details is being reviewed.
• Account under review: the team is reviewing the account.

For a suspension about multiple accounts, the screen goes further: see below. For every other reason it does not say how something was noticed, and support cannot share that either.

#Automatic account security: a second account

When a new account is created, Warmerly's automatic security checks look for a second account set up by someone who already has one. If they find one, the new account is paused and the first account is never touched. Nothing is deleted.

The paused account's screen shows:

• This account (marked Paused) and Your first account (marked Active), side by side. Your own details are shown in full. The other account is partly hidden (for example k***@gmail.com and 203.0.x.x), because a match can be wrong and we never show one person another person's address.
• What the two had in common, for example the same name or the same city.
• Four ways forward:
  • Use my first account. Sign out and sign in with your first account.
  • Keep both. Start a paid plan (a trial with a card counts, a OneMail-only plan does not) and this account is unlocked as soon as your plan is live. Free plans are for one account per person, so paying is what lets you keep a second.
  • Close this account. Schedules the workspaces this account owns for deletion and signs you out. They are kept for 30 days, so you can ask us to restore them.
  • This is not me. Two people can share a network or a name. Send an appeal and a person will look.

You also get an email when this happens, so you do not have to find out by signing in.

#How do I appeal?

1. Sign in. You land on the suspended screen.
2. In Appeal this suspension, write what happened and why you think it is a mistake. The box takes between 20 and 2,000 characters.
3. Click Send appeal. The screen changes to "Your appeal is under review".

Or tell Warmi your side. It will show you the exact wording, ask you to confirm, then file it.

Limits and rules:

• One appeal can be open at a time.
• You can file up to 3 appeals in 24 hours.
• Be specific and honest. Say which mailbox, campaign or payment you think was affected and what actually happened. A typical response time is not a promise.

#What happens next

• Approved: you get an email, access is restored and your next page load takes you to the dashboard. Sending and warmup resume.
• Declined: you get an email saying a decision was made. The screen shows "Your last appeal was declined on (date)". You can send another appeal if you have new information, or reply to the email.

#Common problems

"I cannot sign in with Google or Microsoft." If the sign-in is refused with an account_suspended message rather than opening the suspended screen, use email and password sign-in on the website to reach the appeal form.

"My teammate's campaigns stopped." They use a workspace owned by a suspended account. The owner's suspension pauses that workspace's sending.

"I need something from the account while suspended." Access is paused until the review is done. You can still email support@warmerly.com, but an appeal is the way to have it reviewed.

"I think this is a billing problem, not a policy one." See Why is my workspace locked?. A billing lock is different from a suspension: it clears by fixing payment or usage.

#Related

• Sign in and account security
• Warmerly Terms of Service