Xbox.com | Xbox LIVE Help - Re: FAQ: Account Suspensions

Account Suspensions and Player Feedback

Started by Bootblack at 06-09-2009 3:08 AM. Topic has 5 replies.

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06-09-2009, 3:08 AM

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FAQ: Account Suspensions [IMPORTANT]

Introduction

What is the purpose of this forum?

You have questions about suspensions and player feedback. We have answers about suspensions and player feedback.

Currently, when players are suspended from Xbox LIVE, they are notified via email of the reason(s) for their suspension. This email is sent to the Windows Live ID associated with their gamertag. However, some players would like more information about how the suspension process works and specifics about why they were suspended.

Why is this forum moderated?

Due to the quantity of unnecessary, abusive, and/or overly aggressive postings occurring in this forum, we have enabled moderation. This means that your posts will not appear immediately and are subject to approval from the moderators. In addition, we may not moderate your post in at all if it violates the forum rules or cannot be understood.

How does forum moderation work here?

Post in this forum.

Wait for moderation.

Wait for a reply from an Xbox staff member (indicated by an “X” Community User Level), an Xbox MVP (indicated by a “V” Community User Level), an Xbox.com forum moderator (indicated by an “M” Community User Level), or an Xbox Support Representative (indicated by an "S" Community User Level).

Which Xbox staff members will be answering my post?

This varies widely based on our availability and schedule. Currently, you can look for Bootblack, XBL BigBrother, and The Pro to be the primary responders to your questions. You may also see Stepto pop in to help.

This is not a definitive list. Check the Community User Level rating for the responder to determine if they are an Xbox staffer or not – if the CUL is “X”, “M”, "S", or “V” then you are receiving an official answer.

How long does it take to receive an answer?

We try to reply within 48 hours. However, please note that we are providing this service to you as a best effort, and are neither obligated nor required to provide any further information beyond stating, “Yes, you are/have been suspended,” which is the same response that Xbox Support can provide.

— Bootblack
— Xbox LIVE Enforcement Manager
— Code of Conduct

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06-09-2009, 3:23 AM

Community User Level:

X

Re: FAQ: Account Suspensions

Suspensions

What kinds of suspensions are there?

There are two primary types of suspensions: service suspensions and communications suspension. You may receive one or both of these types of suspensions, and of varying length, depending on the severity and/or frequency of your violation.

During a service suspension, you are not allowed to sign in to Xbox LIVE at all. In this case, you will receive a message at sign-in that states, “You have been suspended from Xbox LIVE. You will not be able to sign in to Xbox LIVE until [date].”

During a communications suspension, you are allowed to sign in to Xbox LIVE and play multiplayer games, but you will not be allowed to send messages or use your Xbox LIVE Communicator or Xbox LIVE Vision Camera for in-game communication. In this case, you will receive the message at sign-in that states, ““You have been suspended from communications on Xbox LIVE. You will not be able to communicate until [date].”

There is another type of enforcement we enact that does not involve a suspension. We may force you to change your gamertag prior to signing in to Xbox LIVE. However, once you successfully change your gamertag, you will be able to sign in immediately (unless we have also enacted a service and/or communications suspension on your account).

Why was I suspended?

In all cases, we enact suspensions from Xbox LIVE due to violations of the Code of Conduct. This is an important part of the service agreement that all users are required to read and accept as a condition of initiating service on Xbox LIVE.

When we issue a suspension, you will receive an email to the Windows Live ID associated with your gamertag explaining why you were suspended. However, if you no longer have control of or don’t check the email account, we will still execute a suspension. If you would like to update the Windows Live ID associated with your gamertag to ensure you receive communications from us, please contact Xbox Support in your region.

If your profile (Name, Location, Motto, Bio) has been replaced with the terms “Code of Conduct” then we have suspended you for profile content that violates the Code of Conduct. In addition, we have deleted the content in your profile.

No, I mean why specifically was I suspended?

If you post here in this forum, we'll be happy to tell you why we suspended you, usually in quite plain terms (though I will censor offensive content). After doing so, we will lock your thread.

Do not send any member of the Xbox staff a forum PM or Xbox LIVE message asking about your suspension. These will be ignored.

How do you determine if a violation of the Code of Conduct has occurred?

We have many ways of doing this, but in all cases it is based on evidence. This may include direct observation of your gameplay, review of your profile content, review of your communications on the service, and/or analysis of your behavior on Xbox LIVE and the consoles from which your gamertag has connected to Xbox LIVE.

When I try to sign in to Xbox LIVE, I get a message that says “You have been suspended from Xbox LIVE. You will not be able to sign in to Xbox LIVE until [date].” What does this mean?

This means we have issued a service suspension against your gamertag.

When I try to sign in to Xbox LIVE, I get a message that says “You have been suspended from communications on Xbox LIVE. You will not be able to communicate until [date].” What does this mean?

This means we have issued a communications suspension against your gamertag.

How long will my suspension last?

The length of the suspension varies based on the number of times we have suspended you in the past, the severity of the violation, and other factors. Repeat violators will discover their suspensions increasing in length.

When you attempt to sign-in to Xbox LIVE, you will be notified by an Xbox Guide message when your suspension will be over. Your suspension will be complete some time during the day indicated.

How many complaints does it take to be suspended?

Just one valid complaint supported by evidence. As soon as a player files a complaint, it enters our review queue and we collect evidence about the alleged violation. If we uncover evidence to support the complaint, we will execute a suspension.

Could you please lift my suspension? It’s my birthday/graduation party/annual Xbox playfest/start of a tournament/parole/shore leave/etc.?

Sorry, no. We do not lift suspensions for personal circumstances.

I was suspended two months/a year/an eon ago. Can you tell me why?

We will address your inquiry as a best effort. Current and recent suspensions are more important for us to address, so we may not be able to get to your request.

— Bootblack
— Xbox LIVE Enforcement Manager
— Code of Conduct

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06-09-2009, 5:53 PM

Community User Level:

X

Re: FAQ: Account Suspensions

Profiles

Why is my profile filled with the phrase, “Code of Conduct”? I didn’t put that there!

If you are suspended due to a profile that contains content in violation of the Code of Conduct, we will delete your profile content and replace it with “Code of Conduct”. Once your suspension is complete, you will be able to change your profile again.

I hear “[offensive word]” on television all the time! Why can’t I use it in my profile?

There are many reasons for this. Certain words have very different meanings in different countries. In addition, some words may seem innocent to an adult but are inappropriate for children and/or teenagers. Since Xbox LIVE is both a worldwide and all-ages environment, it is important to avoid even mild profanity in your gamertags and profile content.

But I didn’t actually use the word! I even censored it/used l33tspeak/asterisks/non-Latin/ASCII characters.

You should review the Code of Conduct again, specifically the portion that mentions including “comments that look, sound like, stand for, hint at, abbreviate, or insinuate {…} profane words/phrases”.

What about my freedom of speech?

References to “freedom of speech” or the United States’ Constitution’s First Amendment do not apply to Xbox LIVE as we are not a government agency, nor is the Xbox LIVE service a government-funded institution.

— Bootblack
— Xbox LIVE Enforcement Manager
— Code of Conduct

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06-09-2009, 5:53 PM

Community User Level:

X

Re: FAQ: Account Suspensions

Complaints

This person has an offensive profile!

File a complaint and we’ll take care of it in our queue. Please do not send these requests to us directly.

I filed a complaint against someone, but nothing happened. What’s up?

It may take us some time to handle your complaint. Be patient. Additionally, we may not agree with your complaint and have decided not to take action. Finally, be aware that you may not notice whether or not a player has been suspended, and in consideration of other players’ privacy, we will not reveal the result of our enforcement actions to another player.

Someone is filing complaints against me, but I didn’t do anything wrong. What should I do?

Don’t worry about it. If you did not violate the Code of Conduct, we will not suspend you.

In addition, filing false complaints is a violation of the Code of Conduct. If we determine a player is filing false complaints, that player will receive a suspension.

Didn’t I get suspended just because I’m so good at [a game], and all the sore losers filed complaints against me?

No, you were suspended because you violated the Code of Conduct. “Complaint ganging” has no effect on our queue.

— Bootblack
— Xbox LIVE Enforcement Manager
— Code of Conduct

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06-09-2009, 5:53 PM

Community User Level:

X

Re: FAQ: Account Suspensions

Cheating, Hacking, and Phishing

I received a message with a link to a website offering free Microsoft Points/a beta code for an upcoming game/a pony. I went to the site and it’s asking for my Windows Live ID and password. What’s the deal here?

I saw a YouTube video telling me to send an email to a server at Microsoft that lets me trick it into giving out Microsoft Point codes/details about another gamertag. What’s the deal here?

This is a phishing site or phishing trick designed to fool you into giving up your personal information. Don’t fall for it.

There is no such thing as “free Microsoft Points.” There’s also no server at Microsoft that you can “trick” into exposing anyone’s personal information.

Everything comes with a cost. Most often with these sites, this cost is the loss of your gamertag because it has been hijacked due to your failure to keep your personal details private. Never (and I mean never ever under any circumstances) provide your Windows Live ID, password, and/or personal information to anyone. This includes answers to your secret questions, age or birthday, credit card information, partial or full address, and/or telephone number.

For more information about phishing, please read this forum post: http://forums.xbox.com/19371676/ShowPost.aspx

I am absolutely sure a player has hacked their profile to gain achievements they did not earn. How do I report this?

Send a forum PM to Bootblack, please.

I am absolutely sure a player is using a lagswitch/is bridging/is manipulating the network in some way. How do I report this?

First off, bear in mind that internet traffic can be like a surly friend – one moment you’re happily clipping along at 20 megabits a second, and the next moment your friend punches you in the gut and you have the bandwidth of a 9600 bps V.32. (That’s a modem from the 1980’s, kids.) This can cause all kinds of havoc on your gameplay when it happens to you or to your opponents – including activity that appears very similar to artificially-introduced latency via a “lagswitch.”

Secondly, some players are actually very good.

Don’t discount either of these as a possibility.

But if you’re still convinced someone is cheating, file a complaint.

My account has been stolen! What do I do?

Call Xbox Support for your region.

— Bootblack
— Xbox LIVE Enforcement Manager
— Code of Conduct

Report

06-09-2009, 5:53 PM

Community User Level:

X

Re: FAQ: Account Suspensions

Other Helpful Info

Someone sent me a really offensive photo of their violent act/genitals/pornography/drug use/racist activity. What do I do?

Send a forum PM to Bootblack, please. I’ll need the gamertag, the nature of the violation, and if you have any evidence (e.g., links to photos on public sharing sites) include that.

Can I be suspended for bad player feedback?

No. Player feedback is meant to help you determine how other players view you and your actions in games. If you want to play nice (and really, why wouldn’t you?), you can use your feedback percentages to determine where you need to improve.

Bootblack, you’re a complete ******ing **** and *****, and total ****** who **** been ****ed much less ****ed with your ***** on the ******!

Part of your statement is true.

Why can’t I use matchmaking in Halo 3?
Why did I lose rank in Call of Duty?
Why did I lose rank in Gears of War 2?

These are game-specific issues that you will need to take up with the game’s developers/publishers.

I received a message saying I have been suspended due to payment options. What the heck is that all about?

You will need to contact Xbox Support in your region for suspensions related to payment options.

I want to become an Xbox LIVE Enforcer! How can I help?

If you live in the Seattle area and have a technical background in software, I may be interested in seeing your résumé. Contact me privately for the next steps.

Why was my thread locked?

We aggressively lock threads to prevent other players from “piling on” your thread with abuse and/or unnecessary commentary. Believe it or not, we lock threads as a service to you, not as a punishment. Follow-up questions, if you have any, can be directed to the Xbox staff member that answered your question.

— Bootblack
— Xbox LIVE Enforcement Manager
— Code of Conduct

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