Comments on: Twitter suspension

By: Brian

Brian — Fri, 31 Jul 2009 21:02:47 +0000

That’s a bummer. So the only good side is you keeping your handle? Saves you the trouble of having to think up a name, I guess, but still.

Well, glad to hear you got some of it resolved. Good luck with the rebuilding of your followers. And I hope @morningtoast and @caveradio make it to your following list. :)

My whole episode made me go - there are like 15+ million Twitter users and this shit happens to me?

By: Roger L. Cauvin

Roger L. Cauvin — Fri, 31 Jul 2009 18:18:34 +0000

FYI, my account has been restored to my control, thanks to the tweet to @delbius. Unfortunately, I lost all of my 500+ followers. It’s a known bug with restored accounts. Twitter engineers are supposedly working on it.

By: Roger L. Cauvin

Roger L. Cauvin — Mon, 27 Jul 2009 19:15:29 +0000

Thanks. I recognize that support person as the one who was initially assigned to one of my requests. I sent her a tweet from another one my Twitter accounts. She hasn’t responded yet, but I do see she’s been replying to other people’s tweets.

By: Brian

Brian — Mon, 27 Jul 2009 01:57:44 +0000

The support person that was assigned my ticket was @delbius and she was the one I also contacted and the shortly got restored. Her profile says shes a spam/abuse support person, so it sounds like Twitter has specialized people per problem area. If your ticket isn’t under the spam heading then she might not be able to do anything, but hey…never hurts to ask.

By: Roger L. Cauvin

Roger L. Cauvin — Sun, 26 Jul 2009 00:48:36 +0000

Good thinking about sending a tweet directly to the support person. Originally, it did show a specific person as assigned to the issue. Unfortunately, I can’t remember what her Twitter user name was, and now “Support” is shown as being assigned to the issue.

Would you mind sending me the Twitter user name of the person who finally solved your issue? My e-mail address can be found here.

By: Brian

Brian — Sun, 26 Jul 2009 00:33:45 +0000

I’m certain that my account got restored because I did contact a support person directly.

When my ticket came back as “solved” without my account actually be fixed, I noted the person that was assigned the ticket. All the Twitter support people are on Twitter, naturally, so I sent that person a tweet asking to restore my account. And not long after it was fixed.

It seems their ticket system is worthless for any number of reasons. I’m not sure that if I hadn’t contact the support person directly if I would have gotten my account back.

So that’s my suggestion, Roger, is to look at the name of the assignee (assuming it’s not just “support”) and tweet them personally. Can’t hurt or do any worse than a “solved” ticket. Good luck!

By: Roger L. Cauvin

Roger L. Cauvin — Sat, 25 Jul 2009 19:09:19 +0000

Brian, I am having a very similar frustrating experience with Twitter support.

My account was actually hijacked, and whoever hijacked it changed my password and email address associated with the account, and they posted some spam tweets. So Twitter (understandably) suspended the account.

Before they even suspended the account, however, I sent a support e-mail. They responded with a message that had nothing to do with the issue I reported. (Their reply was about limits on the number followers, which is not what I reported.)

So I replied, stating that my account was suspended and that my issue was not with the number of followers. I received no reply for almost a week.

Then, since I wasn’t getting any more email responses, I entered an issue on the web from another Twitter account. They have now marked the issue as “solved” three times without any explanation and without actually fixing the problem!

The kicker is that they finally got back to me in email again yesterday. The email informed me that they were closing the support issue because it was a duplicate, and that to re-open it I’d have to send a brand new email to support!

I would like to find someone on the inside at Twitter so that I can share this frustrating experience with them and hopefully hold their support people accountable for this debacle.

By: Jared Cherup

Jared Cherup — Thu, 23 Jul 2009 22:58:05 +0000

Did you see this? http://status.twitter.com/post/136164828/restoring-accidentally-suspended-accounts not related by date… but seriously I think they are a little to trigger happy on the suspensions.

By: Brian

Brian — Thu, 23 Jul 2009 20:35:10 +0000

The drama is over…for now.

My Twitter was restored this afternoon, much to my surprise. I accidentally launched Twhirl and it loaded my @morningtoast tweets - in dismay I logged on the site and it was magically unsuspended.

I’ve been told I will be getting a ticket follow-up with details about what happened. We shall see what happens next.

But I’m back, fools - just hit @morningtoast for all the goodness.

By: JuanO

JuanO — Thu, 23 Jul 2009 05:03:12 +0000

That’s messed up. How does an account get flagged for suspension anyway? I hope they resolve it quickly, but something tells me it’s going to be a while. I bet they have tons of cases like yours. Sucks, dude. Good luck.