Frozen :cry:

Tue Sep 05, 2006 6:39 am

Wow I never imagined this could happen to me, but I got frozen! :cry:

Apparently they think I cheated using a program? But I have no idea why they think this

My account is two and a half year old, and I was very active with training and fighting in the battledome. I finally reached the 500 strength and defence boost...
I didn't think they would just freeze older accounts like mine with a stupid reason like this... :cry:

Any suggestions how to get my account back?

Tue Sep 05, 2006 8:55 am

You can always e-mail TNT and asked for the exact reason why your account was frozen, but very, very rarely do they un-freeze accounts.

Looks like you'll have to make a new one.

Tue Sep 05, 2006 10:48 am

If I make a new account I would have to work very hard again for over two years to get my pet to the point where my old pet is today. But I'd never be satisfied with it because I know how strong my old pet would have been if I had been able to continue to train it all that time...

I won't make a new account... if I don't get this one back I will leave for good.

Tue Sep 05, 2006 11:12 am

I was frozen once (due to either a glitch or a mistake) and I got my account back. Write a nice, calm e-mail explaining that you honestly have no idea why you were frozen. Tell them you are a long-term player and have spent a lot of time on the site, you were familiar with and followed the rules, and you are extremely surprised and discouraged by this freezing. Good luck.

Tue Sep 05, 2006 11:30 am

Just email them asking them why exactly was your account frozen. Be patient when waiting for a reply (they have many mails to handle)! But if there's no reply for a week or so, email them again.

Tue Sep 05, 2006 11:44 am

*nods* Like cranberry said, e-mail them, and if after a week or two no response, follow up with another.. then another. Keep a nice, polite tone to your writing.

Lots of accounts do get unfrozen, it just takes some effort and dedication, and hopefully an understanding member of TNT. Good luck.

Tue Sep 05, 2006 4:07 pm

Ditto what everyone else has said. I was actually frozen for this exact same reason (cheat program) a week or so ago, however I knew that I didn't do anything wrong. I wrote TNT and rationally explained that I was innocent and within a day I was unfrozen. So, you have a good chance (:, just don't give up. Also, the guy who unfroze me and was very helpful was Brandon; if you don't get anywhere with the standard frozen form I'd suggest e-mailing him. His address should be mailto:brandon@neopets.com. Good luck!

Tue Sep 05, 2006 7:45 pm

i was talking with brandon on trying to get my old side account back, and he didn't actually sound like he copied and pasted a standard answer from a list, so that was great, even though I haven't gotten it back yet, and I probably never will (forgot the password, i haven't used the account in 3 years)

Wed Sep 06, 2006 3:20 am

Rayen wrote:but very, very rarely do they un-freeze accounts.

Actually, I am living proof that they do unfreeze accounts. Ask anyone here who has been a member for awhile. They know. My daughter's account was unfrozen within 24 hours. My husband's within a week. A good friend on PPT within a day. Several guild members within a day or two. If you have premium, all the better for you because it seems that one of the benefits of premium is that you get better customer support. You need to write a good letter. Clear, concise, showing you as a real person. Be humble and sincere. And not angry. Point out that it would be stupid for you to cheat and risk all that you have on the account to make a few hundred nps. It may also help to write snail mail to their PO Box. That's what my husband did when his account was frozen. And, keep writing. If they don't respond in a few days, write again. And, again. And, again. Until someone responds. Best of luck to you

Wed Sep 06, 2006 4:40 am

Back in the old days you could actually email neopets staff. Now you can't. However even though I could, she wasn't very helpful.

Wed Sep 06, 2006 10:56 am

Morningstar wrote:
Rayen wrote:but very, very rarely do they un-freeze accounts.

You need to write a good letter.

Thanks for the suggestions everyone. So where do I send the letter? First in the freeze form (which is limited to 300 chars or so) and if they don't react in a week to some staff members email adresses?

Wed Sep 06, 2006 10:59 am

First in the freeze form (which is limited to 300 chars or so) and if they don't react in a week to some staff members email adresses?

I'd just send in another freeze form every so often, mentioning that you've sent in others (of course only do that after sending in the others)

Wed Sep 06, 2006 12:30 pm

I got frozen a few months ago and it took me a few weeks to get my account unfrozen. I first sent in the freeze form. I got a standard email back from Veronica explaining why I was frozen. It was a very standard email that didn't help me much. Then I wrote several letters back to Veronica and she unfreezed my account. She was very helpfull.

It can take days or even months to get unfrozen. Don't give up too easily, you might have to email them a few times before you get unfrozen

Wed Sep 06, 2006 12:58 pm

Zenial wrote:
Morningstar wrote:
Rayen wrote:but very, very rarely do they un-freeze accounts.

You need to write a good letter.

Thanks for the suggestions everyone. So where do I send the letter? First in the freeze form (which is limited to 300 chars or so) and if they don't react in a week to some staff members email adresses?

Zenial, you can no longer send staff members emails like you could back in the "old days." We tried that when our former guild leader's account was frozen and they all came back "return to sender." You will have to send in the freeze form and wait for a staff member to email you. Once that happens, the system then allows your account to send emails to that staff member. I also suggest sending a snail mail to Neopets, Inc. P.O. Box 10060. Glendale, CA 91209-3060, Attention: Support Department. The nice thing about a snail mail is that you aren't limited as to its length.

Best of luck to you. And be persistent. If they don't respond, keep writing until someone does.

Fri Sep 08, 2006 4:59 pm

I had the same thing happen to me in July. In my case, I think it must have been because my virus scanner started running, and I thought I stopped it, but when I sent score I thought it hadn't stopped so I clicked pause again and it restarted. I didn't think I did anything against the rules, but they haven't responded once to my frozen forms or e-mails or snail mail. If I had known there would be any kind of problem like this I definitely wouldn't have sent my game score at all. It was just an ordinary mediocre score. Even if it had been a great score I wouldn't have sent it if I'd known there could be any problem. I would have made sure that everything else was closed and not running before I even started a flash game. If other programs running on your computer can cause you to get frozen, they should have that in the rules. Now if any program on my computer starts up while I'm playing a flash game, I close the game.

I wish I could have my old account back. I spent many, many hours over a year building it up: training, avatars, trophies, plots, collecting items, lots of restocking to pay for the items. I don't want to do all that again if it can be taken from me so easily. The suggestions in this post have given me some encouragement to continue trying to get a response from Neopets, but if I don't get my account back, I definitely won't try to build up my new account. I'll just use it play some games when I want a break.