Frozen? Here's what to do

Has your account been frozen? This article should help you in answering all your questions and hopefully, getting your account back. Please keep in mind that getting your account back is no easy task. If you truly want it back bad enough, then be prepared for a long fight, taking as long as up to two to three months before your account will be returned to you.

Note: Do not use this article in an attempt to have you account reinstated if you have been scamming or hacking. Unless you have a very good reason and was really frozen mistakenly, the chances of your account being returned is very slim.

Step 1
The first thing you should ask yourself is, �What did I do wrong?� Did you cheat at the game? Did you attempt to scam people? Some of the most common reasons why people are frozen encompass the following.

1) Using more than 1 account to play games.
2) Using more than 1 account for limited use/free areas and resources. For example, the Tombola, Scratch Card Kiosk and the Wheel of Excitement.
3) Using the chats in the Neopets Chat in a manner which is not suitable. For example, making comments which are adult in nature.
4) Attempting to scam people and/or posting links to websites which ask for a user�s username and password.

Did you do any of these things? If the answer to all of them is no, then the first step you should do is email the frozen department at Neopets (latest email available through their contact page or the auto email form) and ask them why you were frozen. In 9 out of 10 cases, you will receive an automated response from a Neopets staff with general comments such as �You were frozen for cheating on flash games.�

Once you have a general idea of why you were frozen, ask yourself the following question.

Question 1, do I have any idea what they are talking about? If yes, continue to

Question 2, If no, email Neopets Frozen Department and tell them you would like a clearer response in what game you apparently cheated in (if that is what the first email tells you) or anything that is directly relevant to finding out what it is you did wrong. Once this is done, proceed to question 2.

Question 2, did I break the rule as stated in the reply email? If yes, continue to step two. If no, proceed to Question 3.

Question 3, do I believe that a mistake was made? If no, continue to step 2. If yes, proceed to step 3.

Step 2
From the questions, you have stated that you have broken the rules in accordance to Neopets' terms and conditions. Unfortunately, there isn�t much you can do at this point but start Neopets again with a new account. However remember that Neopets is only a game, and no matter how successful your old account was or how rich you were, at the end of the day, it was only a few bits of data on a computer which doesn�t affect your real life in any way. Neopets is a game, and thus you should treat it as one.

Step 3
If you are at this step, you answered the questions as the following. Questions 1, you have a general idea of what Neopets is talking about (and if you don�t, you should email the Frozen Department at Neopets to find out.). Question 2, you believe you did not break a rule. Question 3, you believe a mistake was made. Congratulations on making it this far. Surprisingly, 99% of people who do have their accounts frozen don�t even get past question 1 for the following reasons,

    1) They cannot be bothered
    2) They would rather spend their time screaming at Neopets.

As a rule of thumb, you will get your point across better if you act in a sensible and mature manner, showing Neopets that you are genuine and reasonable. Many people seem to think that they�ll get their point across by yelling when it is the opposite which is always more true. The Neopets frozen department do not get kicks out of freezing people and they do not sit at their computers all day laughing in glee as they freeze people. They are there to help you and thus, it is more reasonable to understand what they reply to your emails with, and then in your replies to Neopets, tell them in a calm and sensible manner where you think they went wrong. This will make your chances of actually getting your account back doubly more than all the other "I was frozen unfairly" emails.

As a side note, do not expect to receive a personal response from a support staff the first time you ask them for a reason. If the support staff gave a personal response to every email they receive, then the volume and speed at which they can help all other people is significantly reduced.

Now that you have a general idea of why you were frozen, we�ll look at how you should reply to Neopets. In the following steps, I will use the example of being frozen for cheating on a flash game. Hypothetically speaking, I played this game and received a high score and when I was frozen, I emailed Neopets and asked them for a reason why I was frozen. The reply I received was this.

"You were frozen for cheating on a high score game." � Neopets� Response.

After receiving the reply, I looked at how Neopets could have come to this conclusion since I know that I never cheated on flash games. I looked at all the flash games I played in the past week and then replied to Neopets with the following.

"Dear Neopets, the account I am replying is in reference to (my account name). My first email to the frozen department asked for a reason I was frozen and I was told I was frozen for cheating on a high score game.

I believe that something has gone wrong in the reasoning for why I was frozen, as I did not cheat at all in any flash game nor made any intention to. Can I please receive a name to the game I was "cheating" on?

Thanks for your time." � My Response.

To which I received a reply with the following.

"Dear (my account name), you were frozen for cheating on the game Omelette Defender." � Neopets� Response.

After reading the reply, I did remember playing the game Omelette Defender, however as stated before, I did not cheat at all in any flash game, so I went about researching as to how Neopets could have made the mistake of freezing my account, which leads on to the next step.

Step 4
I headed on over to the Neopets chat and other fan site forums such as PPT, and asked around for general opinions on what could have happened. Although I wasn't expecting much, I soon discovered that I was one of many, that I was frozen for allegedly "cheating" on Omelette Defender. A big discussion soon followed and many people soon discovered why their accounts were frozen.

The reason? Neopets has an automated freezer which freezes people who get impossible high scores in games. The game in question, Omelette Defender, had a glitch in it. When a person gets a perfect score, the bug modifies the score and bolsters it up a few notches, making it "an impossibly high score." The end result? A frozen account.

With the knowledge firmly tucked in my belt, I opened up my email account program and sent Neopets the following email (please also include copies of previous emails from Neopets and yourself in each new email so the staff has something to look back on for further reference as proof that you are serious about wanting your account back).

"Dear Neopets, this is in reference to my account (my account name) which was frozen a short while ago. After various emails to and from the Frozen Department, it was discovered that my account was frozen for allegedly "cheating" on a flash game. More specifically, Omelette Defender.

I can assure you now that I wasn�t cheating, and have included in this email a possible reason as to why I was frozen for the game. I believe I was frozen due to a glitch in the game itself and not something which was done on my part. After playing and practicing the game over and over again, I finally received a perfect score. However, the glitch bolstered up my score until it became "an impossible high score". Because Neopets has an automatic freezer which freezers users for receiving impossible high scores, my subsequent freezing was not surprising. I am not the only one who was affected by this. There are many other users who have had the same problem occur to them and they have also emailed the Frozen Department in relation to this and sent emails to Bug Reports alerting them of the issue so no further accounts are frozen.

I hope I have helped in shedding some light and ask for you to reinstate my account, which was frozen by a glitch rather than any action on my part.

Thank you for your time and patience.

(my username)." � My Response.

More often than not, this email will guarantee that your account is unfrozen, granted that you have been,

    1) Honest
    2) Calm and polite
    3) Respectful

It is amazing that some people cannot refrain themselves and be honest, calm and respectful. To reiterate, the Frozen Department are out there to help the users of Neopets, and if a user can demonstrate and convince the Frozen Department that they were innocent (which also includes acting in a sensible manner), than they should have no trouble in having their account returned. Although the user may be innocent, they will find that their account will be returned a great deal faster if they send emails which are hones, calm and respectful.

To put things in perspective, say you picked up a mobile phone from the street and brought it home with the intention of returning it to the owner the very next day because it was dark, how would you react to the following phone calls you received from that mobile phone the other day?

Phone call 1: "Hello, who is this? The mobile phone you are speaking to actually belongs to me. Oh you picked it up late last night? Would it be okay if I drove over to your place to pick it up? Thank you so much for finding it last night! I'll see you in a bit. Bye!"

Phone call 2: "Hi, who dis? WTF YO GOT MY FONE! GIVE IT BACK. I�M GONNA CALL THE COPS AND GET THEM TO PUT YO IN JAIL!"

Obviously phone call 1 would receive a better response. If I was on the receiving end of phone call two, I would call the police myself and get that psycho arrested.

The entire process to receiving you account back, if you following the above instructions, should take approximately three to four weeks. Don�t fret if it takes longer. The frozen department receives thousands of emails each day and it takes time to sort through all of them. Good luck with trying to get your account back! Yukio from PPT.

Frequently Asked Questions

I keep getting automated responses back from Neopets. What should I do?
Just keep at it. The more you show Neopets that you�re for real and not joking around, the more effective it will be. As long as you are direct and to the point, you should be fine. Don�t start being aggressive. Show them that you are reasonable.

Can I get you to email Neopets for me?
I'm sorry. I cannot morally do that for people because I do not know them. Likewise, the only person and the best person, who can do this is yourself as it is only you, who knows you account the best.

I haven't received a reply from Neopets in over a week. What do I do?
If you haven�t received one, simply resend you email and wait another week.

What do I do in the mean time?
I would urge you to create a new account and use that while you wait for your old account to get reinstated. Once it is, you�ll have to decide which account to use as your main account. Remember to not use more than 1 account to play games or use once a day or free resources such as the Tombola. It would be a total bummer if you just got your account back and then got frozen for something silly!

Summary

    1) Understand why Neopets froze your account.
            a. Email Neopets. Expect an automated reply
    2) Do some research into why Neopets froze your account
            a. Reply to Neopets' first email, requesting for further information, include why you think you were frozen and why it is a mistake.
    3) Reply to Neopets with the research you have conducted.
            a. Include previous emails sent to Neopets on the issue
            b. Be polite, calm and reasonable
            c. Include why you think you were frozen and explain logically and clearly what possibly could have happened.

Ending Note
Did you find this article helpful? After reading this, did you experience a long haul over winning back your account? If you did, PPT would love to hear about it. Please send all correspondence emails and a summary of what occurred to Yukio whose current contact email is available on the contact page.

Success Stories

Hey there! Just wanted to say that it's great that you made an article to help people who lost their accounts to a glitch/misjudgment.

I lost my account, 0_x_secrecy_x_0, when I entered my own adoptable in the BC. I had created the adoptable myself and entered it, yet someone, when they saw it, reported it and I was frozen. I'll never forget the anger I felt when I logged in and saw the message that I had been frozen.

I forget the date, but I remember having to pause to think of how I could've been frozen for art theft in the BC. Then it hit me: My adoptable.

I took a screenshot of the notice and posted it up on an oekaki I was well known at, saying that I had been frozen unfairly and asking what I should do. My friends all commented, saying 'How could they freeze you? You should e-mail the staff and tell them what happened!' And that's exactly what I did.

"Dear Neostaff,

My account, 0_x_secrecy_x_0, has been frozen. I don't understand why it has been frozen, seeing as I haven't done anything."

The response was "Dear User, you have been frozen for cheating in the Beauty Contest. Your account will not be given back to you because of this, etc."

I about gave up there. All my hope was lost. So I went to my mother and told her the story, about to cry that I had lost one of my dear accounts (I'm pathetic, I know). She then sat up and told me what she'd do. She said, "If I were you, I would go and e-mail them back saying 'I don't know about you, but I live in a country where we are proven until innocent. Now I would like you to look into this, with the proof I have, and see if you can give me my account back'. I don't guarantee they'll listen, but they might just do that because of your determination."

I thought it over. The whole thing seemed a bit harsh, what if my other accounts would be frozen because of that? I decided to do it anyways. I marched back into my room and typed out this e-mail to the Neostaff:

"Dear Neopets Team,

My account, 0_x_secrecy_x_0, has been frozen for allegedly 'cheating in the Beauty Contest'. I have proof I have not cheated. If you go to the Uni's pet page on that account (Outerdam) and look, you will clearly see that I have not cheated. I was using my own adoptable in the BC, and yet someone still reported me for it. Now I don't know about you, but I live in a country that states the suspect is 'Innocent until proven guilty'. If you look on Outerdam's pet page, the same adoptable that was in the BC is also on that pet page. It also states that that certain adoptable is my pet.

Thank you for your time.

- x_xkodiskux_x"

I waited a week or so, hopes fading the longer it took, but finally an e-mail came from the Neostaff saying that I was unfrozen. I shouted with joy and told my mom, and my friends and I were happy again.

The end. LOL. I didn't quite do what the article said, but I provided proof and a strong determination, and it worked. ;)

Sincerely, Kodi


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