What to do about account actions?
While we would prefer not to restrict or limit anyone's access to our games or any of the services that we provide, there may come a time when our end user licence agreement, terms of service, or code of conduct have been broken and action needs to be taken in order to protect players or our community.
We reserve the right to restrict offending accounts as much as necessary to keep Frontier's games a fun experience for all players. The actions that we can take range from simple warnings and temporary suspensions, up to permanent restrictions from multiplayer, and even account closure in the more serious or extreme cases.
If you receive a warning, or any type restriction an email will be sent to the registered email on the account, this ticket will include the reason for it being put in place. It will also include appropriate sections of the EULA or Code of Conduct.
A warning is often the first step taken for minor violations. This action does not place any restrictions on your account, however, if the behaviour continues we may take further action against your account in order to prevent recurrences.
Temporary account restrictions from Open and Private play
A temporary restriction will prevent you from entering Open or Private play modes and prevents interactions with other users.
This type of restriction will typically be between 3 days to 30 days long. The length of the restriction will be confirmed in the email accompanying this restriction.
The length of a temporary restriction will depend on the severity of the offense. Continued violations can result in further or longer temporary restrictions, or lead to permanent restrictions being placed on your account.
Permanent Open and Private play restriction
A permanent Open and private play restriction means you will no longer be able to join the open or private play groups, this will also restrict access to any multiplayer features and prevent communication with other users in-game (this includes access to fleet carriers and community goals).
This restriction can be can be the first step for more serious violations. Continued violations may also eventually lead here in some cases.
Permanent Account Closure
A permanent account restriction removes all access to Elite Dangerous, you can still access your Frontier account via https://www.frontierstore.net/customer/account/ to contact us, but you will not be able to play the game.
This type of restriction is placed on an account when a player is found to be repeatedly breaching Frontier's EULA or Code of conduct, and has ignored all previous warnings or restrictions.
A permanent account restriction may also be put in place without prior warning when users are found to be, creating or promoting cheats, sharing their accounts or taking part in Real World Trading, which is not tolerated and is deemed a violation of our EULA and Code of Conduct.
Appealing Forum moderation actions
We do advise that the forums are actually moderated by the volunteers and the Community team. They are not monitored by Frontier's Customer Support team.
If you wish to Appeal a moderation action against your forum account, contact the community team by emailing firstname.lastname@example.org.
Alternatively, you can contact forum administration by clicking "Contact Us" at the bottom right of the forums to appeal a moderation action.
Appealing a game warning, suspension or restriction
If you feel that a warning or account restriction has been unfairly applied to your game account, you can contact our Community Safety team by opening a ticket via the button below.
To help us address your appeal quickly, please make the title of the ticket as clear as possible and provide detailed information about the appeal, as well as any corroborating evidence.
One of our Community Safety team members will then review the actions taken along with any additional evidence that you provide, and proceed with the appropriate action. The results of our findings and our review of the appeal will be our final word on the matter and once closed these appeal cannot be reopened without good cause of further evidence.
Please know we do review each ticket we get on a case-by-case basis and, due to this, it may take longer than our normal response time for us to reply.
We do not tolerate abusive language or behaviour towards members of staff. If you open a ticket that contains disrespectful or offensive language, or statements that can be deemed as threatening, your ticket may be closed without response. This may mean that your appeal is not addressed and - as these behaviours would breach our Code of Conduct - could result in further restrictions being placed upon your account.