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Please give us general guidelines for autobans

MageGirlMageGirl
Reactions: 1,010
Posts: 14
Member
edited July 2019 in Suggestions, Feedback, and Requests
Unlike many of the people who discuss the ban topic right now, I haven't been autobanned (*crosses fingers*). I am a player in good standing currently, but very concerned about the several waves of autobans in the past few years. I stopped playing my Kanna because of it a few years back, because I would get *hack reason* messages when I logged in to play it. And now I'm a bit wary of making a Pathfinder, because I've seen several reports of those getting banned. The feedback I've seen here and on Reddit has basically shown that if I do get autobanned, there's nothing I can do except wait. I've heard some people are able to get their accounts back if they video record all their maple sessions, but that's if they can get someone to look at it.

Now, I do realize that compared to the number of players, many of these bans are relatively rare (at least, judging by the number of people who comment about it). I also understand that it's possible that some of those who complain about bans actually did use hacking programs. But, as we have seen several times now, Nexon has had several waves of autobans that banned legit people, which they eventually unbanned. Between regular bans, bots, and these waves of autobans, I'm sure the support teams who take care of them are swamped, and thus why many of people who appeal get automated responses or receive warnings that their support accounts will be closed if they continue to appeal. But, what if some of these people legitimately were autobanned because of a bug? What should they do?

TL;DR
Please give us a set of guidelines or suggestions on how to properly appeal an autoban. If an autoban is legit, it's highly unlikely that the person will have a video recording to provide to the ticket, since we (and the support staff) don't know exactly what causes them, they happen seemingly randomly. How often should we check the status? Are there logs on our computer we can provide? How can we work with the staff to make the process of appealing easier for them, and at least feel like we're doing something instead of hoping that Nexon finds the autoban trigger and unbans us?

Comments

  • AggraphineAggraphine
    Reactions: 19,415
    Posts: 3,553
    Member
    edited July 2019
    Well y'see, giving players guidelines for appealing autobans requires them to give support guidelines for appealing autobans, instead of using the same auto-generated fill-in-the-blanks responses to everyone.

    Would also require retraining the ticket monkeys to take things on a case-by-case basis instead of "we've investigated ourselves and found we've done nothing wrong".