Account Status Guide: Active, Suspended, and Banned

What Your Account Status Means

Every Serpverse account has a status that determines what you can do on the platform. Whether your account status is Active, Suspended, or Banned, each level carries specific permissions and restrictions that affect how you interact with the marketplace. Understanding these statuses helps you avoid problems and resolve them quickly if they arise.

This is separate from an individual order being placed under review after its content is reported — that pauses one order, not your account, and leaves your status untouched.

It's also separate from a listing being hidden while a publisher re-confirms domain ownership. That hides one listing from buyers, changes neither the listing's status nor your account status, and is a request for proof rather than an enforcement action. If you've received that notification, you are not in trouble.

Account Status Overview

The difference between Suspended and Banned is both severity and reversibility. A suspended account keeps full read access — you can still sign in, browse listings, and read your orders and messages — and can still see through orders already under way, but it can't start anything new: you can't place or accept orders, or withdraw funds. Suspensions are temporary and can be appealed. Bans block all access and are permanent.

Active Status

Active is the default status for all accounts after completing the onboarding process. An Active account has full access to every platform feature available for its role (Buyer or Publisher).

What Active means in practice:

• Buyers can browse publishers, place orders, deposit funds, review deliveries, and request revisions
• Publishers can list websites, accept orders, fulfill work, withdraw earnings via Stripe Connect, and communicate with buyers
• Both roles can use the order messaging system and access their full dashboard

No action is required to maintain Active status as long as you follow platform policies.

Suspended Status

A suspended account keeps full read access and can still finish what it has already taken on, but it can't start anything new. You can still sign in, browse the marketplace, and read your existing orders and messages. On orders already under way you can keep messaging the other party, work on the content (submitting, reviewing, or publishing it), and cancel; a buyer can still approve the placement, request a revision, or open a dispute, and a publisher can still reject an order they were sent. What's blocked while the suspension is in effect is anything new: placing or accepting an order, adding or withdrawing funds, and changes to your listings or profile. You can also still raise a support request, and if you have unspent balance, you can still refund it to your card — a suspension never traps your funds.

What Triggers a Suspension

Suspensions result from policy violations that are serious but potentially correctable. Common triggers include:

For both roles:

• Repeated violations of the communication policy (harassment, abusive language, threats)
• Providing false information during account setup or website listing
• Engaging in activity that manipulates platform metrics or ratings
• Multiple failed payment attempts or payment fraud indicators

For buyers:

• Repeatedly filing frivolous disputes without valid grounds
• Systematic abuse of the revision process to extract extra work
• Chargebacks filed for legitimate orders without using the dispute resolution process first

For publishers:

• Repeated delivery of content that does not meet order requirements
• Removing published content shortly after orders are marked complete
• Listing websites that do not meet website guidelines after initial approval
• Accepting orders with no intention of fulfilling them

Being asked to re-confirm domain ownership is not on this list and is not a step toward suspension — see the note at the top of this article.

What Happens to In-Progress Orders

A suspension is a passive restriction on what you can do — it does not touch your existing orders. Nothing is automatically cancelled, frozen, or refunded when your account is suspended:

• Pending orders stay exactly as they are. They are not auto-cancelled, and no funds are automatically returned
• In-progress orders keep running normally, and their deadlines keep counting down. The other party is not notified that your account is suspended
• Review Pending orders stay in their current state and their review window continues as usual
• Funds in your balance remain untouched in your account; nothing is deducted or returned because of the suspension

Because deadlines do not pause for a suspension, an order can still auto-resolve while you are suspended if you miss a deadline. If a suspension is preventing you from acting on a time-sensitive order, raise it with support when you appeal.

How Long Suspensions Last

There is no fixed duration. Suspensions remain in effect until:

1. You submit a successful appeal, or
2. An admin escalates the suspension to a permanent ban

Most suspensions are resolved within a few business days when the account holder cooperates with the review process.

Banned Status

A banned account is permanently deactivated. You can no longer sign in, and if you are signed in when the ban takes effect, you are signed out. Bans are reserved for severe or repeated violations where the account holder has demonstrated a pattern that cannot be corrected.

What Triggers a Ban

• Operating a link farm or private blog network (zero-tolerance policy)
• Confirmed payment fraud or chargebacks on legitimate transactions
• Creating multiple accounts to evade a previous suspension or ban
• Sustained harassment of other users after prior warnings
• Any activity that constitutes a legal violation (impersonation, IP theft, malicious content)

A ban does not automatically cancel your orders or move your money. Your balance and orders are left as they are; resolving them is handled with support rather than by any automatic process.

• Buyer balance: Remaining deposited funds are refundable. Since a banned account can't sign in, contact support — an admin can return any unspent balance to your original card on your behalf
• Publisher pending earnings: Earnings for completed orders that have passed the 14-day hold period are still payable. Earnings for disputed or incomplete orders are handled case-by-case
• Open orders: These are not auto-cancelled by the ban itself. If an order is cancelled, the buyer is refunded according to the refund policy — that means a full refund if work hasn't started, but a cancellation made after work is underway or after the link is live may keep a fee, so the refund can be less than the full amount

How You Are Notified

When your account is suspended or banned, Serpverse sends an in-app notification and an email to the address associated with your account. The email includes:

• The new account status
• The reason recorded for the suspension or ban
• A pointer to contact support if you believe it's a mistake

It doesn't link to the specific policy or walk you through an appeal, so use this article and the policy pages it links to alongside it. Reinstatement isn't emailed — your account simply works normally again.

Check your spam folder if you suspect your account has been suspended but have not received an email. The email also isn't sent if you've switched off Account Suspended or Account Banned in Settings → Notifications — the in-app notification arrives either way.

How to Appeal a Suspension

If you believe your suspension was issued in error or you have corrected the underlying issue, you can submit an appeal.

Step-by-step appeal process:

1. Read the suspension email carefully. Understand the reason it gives, and match it against the policies linked in this article.
2. Prepare your response. Gather any evidence that supports your case — screenshots, order history context, or documentation of corrective actions taken.
3. Open a support ticket. A suspension doesn't block the Support section of your dashboard — sign in, click New ticket, choose Account issue, and answer any follow-up questions on the same ticket. Tickets are text only, so describe your evidence or link to it. Include:
   • Your account email address
   • The suspension reason referenced in your notification
   • A clear, factual explanation of your position
   • Any supporting evidence
4. Wait for review. Appeals are usually reviewed within a few business days. The reply comes on your ticket, and you're notified when it arrives.

Appeal Tips

Can You Appeal a Ban?

Bans are permanent and are not subject to a standard appeal process. In exceptional circumstances where significant new evidence emerges that was not available during the original review, you may contact support to request a reconsideration. These requests are rarely granted.

How to Protect Your Account

Prevention is straightforward. Follow these practices and your account will remain Active:

• Read and follow the publisher rules if you are a publisher
• Use the dispute resolution process instead of filing chargebacks
• Communicate professionally through the order messaging system
• Deliver what you promise in every order, on both sides
• Keep your listed websites compliant with website guidelines on an ongoing basis

Frequently Asked Questions

Can I create a new account after being suspended? No. Creating a new account to circumvent a suspension is a bannable offense. Resolve the suspension through the appeal process instead.

Will a suspension affect my existing reviews? No. Reviews from completed orders remain visible regardless of your current account status.

Can I still receive payouts for completed orders if I am suspended? Payouts are frozen during suspension. Once your account is reinstated, any earnings that have cleared the hold period become available for withdrawal.

How do I know which policy I violated? Your suspension email includes the reason for the suspension. If the email is unclear, reference the publisher rules, communication policy, and website guidelines for the full policy text.