Low-Level Freezes
Low-level freezes are generally straightforward and can often be resolved quickly once we verify account ownership:
- Deactivated by User: If you once decided to deactivate your account but now wish to relive those cherished Neopets memories, we’re here to help bring it back to life! If your deactivation was through Neopass, please refer to FAQ for detailed instructions on how we can assist you further.
- Protection/Investigation: Occasionally, we may temporarily freeze your account to safeguard it from potential security threats. This precaution acts as a shield, ensuring that your account remains secure from any potential theft or compromise.
- Hijacked accounts: If you believe your account was hijacked or accessed by someone else, please write in and we'll return your account if you're able to verify true ownership.
Accounts That Cannot Be Unfrozen
Accounts that have violated serious policies cannot returned and will not be given a second chance.
- Offsite Buying/Selling: If your account was involved in buying or selling Neopoints, items, accounts, or pets outside of Neopets, it’s a violation of our rules. Please ensure all trades and transactions occur solely on our site.
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Scamming: Scamming behaviors are strictly prohibited. This includes but is not limited to:
- Agreeing to exchange items but keeping both without completing the trade.
- Promising a pet trade and then disappearing with the new pet, leaving the other player without their pet.
- Colluding with other players to mass-inflate items and their prices.
- Lying to Neopets Staff in an attempt to gain rare items, Neopoints, NC, or pets. This includes lying to cause a pet trade reversal.
- Ignoring Other Freezings: If your account has been flagged due to issues with linked accounts that were previously frozen, it’s now on permanent time-out. Even if your current account hasn’t been frozen before, recurrent problems with connected accounts lead to a permanent freeze.
- Glitch Abuse: If your account was used to exploit a sneaky glitch for unfair gains, we can't unfreeze it. If you suspect or spot a glitch, please let us know rather than using it.
- Deactivated by Request: If you requested us to permanently delete your account, and we verified it, then your account is gone for good. Sadly, we can’t help you retrieve it back.
- Profane Emails to Neostaff: Sending extremely profane or abusive emails to NeoStaff, including threats or harassment, will get your account permanently frozen. Let’s keep the Neopian world friendly and fun!
- Inappropriate Username (Frozen under Bad Username): Usernames that break our Terms and Conditions or Site Rules are a big no-no. If your username is deemed inappropriate or offensive, it’s permanently frozen colder than Terror Mountain.
- Inappropriate Username (Personal Information, (Frozen under Bad Username)): Usernames that spill real-world names, phone numbers, or other personal details are also permanently frozen. We take privacy seriously, so such accounts are locked up tight.
- Account Transfers: If an account has been given an approved and verified Account Transfer, the transferred account can never be unfrozen.
This is not a fully exhaustive list of what accounts can be Frozen for, but it will be the most common Freeze Reasons. Our Site Rules were updated in 2025, so check out the latest version here: https://www.neopets.com/settings/about/rules/