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My account was suspended for no reason!

My account was suspended for no reason!

Sometimes, an account may be suspended seemingly out of the blue, with a vague description like "abuse". If you believe your account did not violate any rule, this lack of a good description may be mistaken for being suspended for no reason.

However, this is simply not true. To state very clearly:

INFINITYFREE DOES NEVER, HAS NEVER AND WILL NEVER SUSPEND ANY ACCOUNT AT ANY TIME WITHOUT PROBABLE CAUSE.

It's entirely possible that your account was suspended while you are unaware of any violation. However, that does not mean that no violation has occurred. Fortunately, InfinityFree has procedures in place you can get more information, get your account reactivated or get access to the contents of your account.

Why was my account suspended without reason?

InfinityFree accounts may be suspended if we believe that they may violate our terms. Here are some common causes which some people might incorrectly perceive as being "no reason".

You were not aware of a rule you violated

With most companies, a terms of service is a boring legal document which only lawyers will read. InfinityFree tries to make their legal documents concise and easy to read, but even then many people can't be bothered to learn their rights and rules.

This means that many people don't know which content is and is not allowed. The content guidelines from InfinityFree are not very different from most other hosting companies. However,

You were not aware of abusive content on your account

Sometimes, free themes and plugins found online contain malware, backdoors, hacking tools and other malicious code. Generally, these malware codes are hidden, so it's not immediately obvious you're uploading viruses to your website, and exposing yourself, your website and your visitors to dangerous criminals.

Fortunately, all websites on InfinityFree are automatically scanned for harmful content. These scanners go deeper than the eyes of most website owners, and are trained to automatically detect known harmful software. If such harmful software is found, it may be automatically deleted, but may also cause your account to be taken down to prevent the malware from spreading.

It's understandably frustrating if you just wanted to set up a nice blog, and immediately got your account taken down. But know that your account was only taken down to help you and protect you against harmful software.

Your account was judged incorrectly

Most account suspensions happen automatically, thanks to automated abuse detection and filtering systems. These systems can scan websites faster and in more detail than any human can, so they can take down dangerous websites before hackers get a chance to harm anyone.

However, as with all automated detection systems, the abuse filters are not perfect. They don't catch all harmful websites, but they may also detect safe websites as being potentially harmful.

If you suspect that your website was flagged incorrectly, simply submit a review request from your client area. From there, staff will review your account and reactivate it if your website turns out to be safe.

Because while accounts may be suspended by automated abuse detection systems, InfinityFree will never refuse service to anyone because a computer says so.

When will my account be reactivated?

Account suspended for "abuse" are never reactivated automatically, and always require review by staff to make sure your website is safe, and to give you instructions on how you can protect your website and prevent further suspensions.

To get your account reviewed, login to the client area, find your suspended account in the list, and then click the Submit Support Ticket button to be brought to a contact form where you can submit your account for review.

Please understand that we can only give you more information, or reactivate your account, when you submit your request through that menu. For security reasons, we will not make account changes or provide such information if you submit your requests by sending emails or posting questions on our forum.

Still have questions? Check our forum!