Who can do this?
All signed-in users see their own cases. User management answers appeals, and the moderation team reviews reports. An admin handles an account recovery by hand.
Appeals, reports and recovery
In the support center you follow cases where an admin decides for you, and you request recovery.
What is it for?
Besides bug reports and feedback, the support center contains three more categories: “Disputes & Appeals”, “Account recovery” and “Reports”. They cover situations where an admin or the moderation team decides for you or your account needs help. You follow the state of your cases and answer follow-up questions.
“Disputes & Appeals” shows three sections that are filled only when there are cases: appeals against a revoked access, reports about direct messages and removal requests concerning co-authors, each with a status. Under “Reports” you see what you reported yourself and, if an admin has reviewed a report against your account, the request for your statement.
With “Account recovery” you request a manual recovery if your session is still active but your recovery key or two-factor device is lost. An admin reviews the request by hand.
How it works
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Open the support center and choose “Disputes & Appeals”.
What you see afterwards: Three sections show your cases with their status. Without cases, it says something like “No disputes yet.”
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For an account recovery, choose “Account recovery”, enter your email address and describe the situation under “Briefly describe what happened”.
What you see afterwards: The request is filled in.
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Choose “Send request”.
What you see afterwards: “Your request has been recorded. An admin will get in touch with you.”
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Follow the processing state under “My requests”.
What you see afterwards: The list shows your requests with their state.
Your data
The cases contain your details, the admin’s reply and the status. Reports that you submit go to the team for review. For a report against you, you answer in the message thread.
Limits
Account recovery requires an active session; without a session there is the public route through the recovery page. An admin decides on an appeal, and a result does not appear immediately.
Frequently asked questions
Which statuses do appeals have?
“Open”, “In progress” or “Answered”. With an answer, the admin’s reply is shown right next to it.
Which statuses do removal requests have?
“Awaiting confirmation”, “With admin for review”, “Confirmed — co-author removed”, “Approved by admin — co-author removed”, “Rejected”, “Denied by admin” and “Withdrawn”.
What do I do if I no longer have a session?
Then there is the public route through the recovery page. Account recovery in the support center requires an active session.