Account Suspensions and Appeals

If your account on Zora has been restricted, suspended, or terminated, this article explains why that might have happened, what you can do about it, and how the appeals process works.

Accounts are suspended or restricted when Zora's Trust & Safety (T&S) team determines that the account has violated the Community Guidelines. Common reasons include:

• Posting prohibited content — hate speech, violent content, CSAM, non-consensual sexual content, or other material that violates the Community Guidelines

• Repeat violations — an account that has received prior warnings and continues to violate the Guidelines will face escalated enforcement, up to and including suspension or termination

• Impersonation — accounts that impersonate other users, creators, or entities in a misleading way

• Spam or coordinated inauthentic behavior — accounts involved in mass spam, bot activity, or coordinated manipulation

• Suspicious activity — in some cases, accounts may be temporarily restricted as a precautionary measure if unusual activity is detected, for example patterns consistent with account compromise

If your account has been suspended or restricted, you'll typically know because:

• You'll see a notification or message when you try to log in or use the platform

• Certain features will be unavailable

• In some cases, you may receive an email at the address associated with your account

If you're experiencing issues with your account and aren't sure whether it's a restriction or a technical problem, contact Zora Support to find out.

If you believe your account was restricted or suspended in error, or if you have context that wasn't considered in the original decision, you can appeal.

1. Contact Zora Support at support@zora.co with the subject line Account Appeal

2. Include the following:

   • Your username (or the wallet address associated with your account)

   • What happened — describe the restriction or suspension you're experiencing

   • Your context — explain why you believe the action was taken in error, or provide any additional information that might be relevant. Be specific: "I didn't do anything wrong" is less helpful than "The post that was flagged was [specific explanation of what it was and why it doesn't violate the Guidelines]"

3. Submit the appeal — you'll receive a confirmation that it was received

1. Your appeal is reviewed — a member of the T&S team reviews your case. Where possible, the reviewer is someone who was not involved in the original enforcement decision

2. The team evaluates the context — they look at the original violation, your appeal, your account history, and any new information you've provided

3. A decision is made — this typically happens within a few business days, though more complex cases may take longer

4. You're notified of the outcome — you'll receive a response from the support team with the result

After reviewing an appeal, the T&S team may:

• Reinstate your account — if the original action was taken in error or new context changes the assessment, your account is fully restored

• Uphold the original decision — if the review confirms that the violation occurred and the enforcement was appropriate, the restriction stays in place

• Modify the restrictions — in some cases, the team may adjust the enforcement, for example converting a suspension to a warning, or lifting some restrictions while keeping others

• Be specific — explain exactly what you think was misunderstood or overlooked. Reference the specific content or action that led to the enforcement

• Provide context — if the flagged content had a meaning or purpose that wasn't obvious, explain it. The T&S team looks at context, but they can only evaluate context they're aware of

• Be honest — if you made a mistake, say so. Acknowledging a misstep and demonstrating that you understand the Guidelines works better than denying everything

• Be respectful — the people reviewing your appeal are doing their job. Hostile or abusive messages won't help your case and may be considered a separate violation

• One appeal is sufficient — submitting multiple appeals for the same decision won't speed things up. If you have new information to add after your initial appeal, reply to the existing thread rather than starting a new one

Some violations — particularly CSAM — result in immediate and permanent account termination with no option for appeal. These are zero-tolerance categories as defined in the Community Guidelines. In these cases, the account is also reported to the National Center for Missing & Exploited Children (NCMEC) and relevant law enforcement authorities.

For all other terminations, you may still submit an appeal, but be aware that permanent termination is generally reserved for the most serious or repeated violations, and reinstatement in these cases is uncommon.

If you need help with an account issue or want to submit an appeal, contact our support team via our help centre or email us at support@zora.co.