Appeal a score reset or a suspension
If your scores were reset or you were stopped from playing online, here is how to ask us to look again.
How to appeal
- 1Open a ticket from the help centre and choose "Safety, abuse & cheating", then "Appeal a decision".
- 2Say what happened from your side, and roughly when the reset or suspension applied.
- 3Sign in with the account it affects, or write from the email address on it.
- 4If you think somebody else was using your account, say so and tell us when you last played.
What we look at
- The scores on the account and how they were reached.
- The reports that led to the decision, and anything you tell us.
- Whether the account was used by more than one person, which is allowed, but changes how we read a pattern.
What we can and cannot promise
- We read every appeal and reply with our decision and our reasoning.
- We will not share details of who reported you, if anyone did.
- Genuine mistakes on our side are corrected. Automated play, tampering and abuse are not restored.
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Where to go next
Still need help?
Tell us what happened and a person will read it. You will get a reference number, and the reply comes back in the same thread. If you would rather write from your own mailbox, support@nertz.app reaches the same place.