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.
High-Level Freezes
If your account has been flagged for any of the following reasons, don’t worry—there’s still a chance to set things right. Simply send us any evidence you have to help clear up the situation, and we’ll review it thoroughly against our internal records. Remember, honesty is key here. If the evidence isn’t enough to resolve the issue, your account will remain frozen for two years from the freeze date. After this date, you will be free to submit a ticket to request unfreezing, and will need to reverify account ownership at that time.
Here’s what could lead to a high-level freeze:
- 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.
- 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.
- Multiple Account Abuse: Using multiple accounts improperly is not allowed. You are permitted one main account and up to four side accounts. However, using these accounts to gain unfair advantages, such as earning extra Neopoints or participating in contests/events multiple times, is against the rules. Ensure you follow the guidelines to keep your gameplay fair, take a peek at our policy here: Neopets Policy on Accounts.
- Cheating: If an account is found to be cheating anywhere on the site, including Cheating on Games. This is not a fully exhaustive list, but generally using a third-party program to play the site for you in any way is against our rules. For example, an auto-refresher could be seen as Cheating as it increases your chances for Random Events.
Accounts That Cannot Be Unfrozen
We appreciate your effort to provide evidence for your account, but some reasons are like a locked treasure chest that is sealed forever. Here’s why an account might be permanently frozen:
- 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. For more details on our policies, check out our guidelines here: Neopets Policy on Accounts.