The process is simple and straightforward:
- Submit a Ticket: Start by visiting www.neopets.com/help and submit a ticket under the "Frozen Accounts" category. Provide as much detailed information as you can.
- Wait for Further Instructions: If the initial agents are unable to resolve your issue, you may be instructed to submit an appeal. At this point, return to www.neopets.com/help and select the "Frozen Account Appeals" category. Be sure to include your original ticket number in the appeal. (an appeal does not guarantee a return of the account)
- Follow Instructions: Do NOT submit an appeal ticket until instructed by our customer service team, as premature appeals will be redirected to the Frozen Account queue.
- If it is a High-Level Freeze: For cases involving high-level freeze reasons (see the FAQ under 'What can accounts be frozen for?'), accounts cannot be returned until a set period has passed. Please wait at least two years before submitting any tickets for these cases, as accounts cannot be reinstated before that time.