# Appeals (/appeals)



If your project has been stopped and you think that was wrong, this is how you say so.

The enforcement that stops a project is deliberately fast and deliberately blunt — see
[sending standards](/security) for exactly how blunt. That design only defensible if the
way back is quick and answered by a person. This page is that commitment, written down so
you can hold us to it.

## What you can still do while a project is stopped [#what-you-can-still-do-while-a-project-is-stopped]

Everything except send and change things.

Reading stays open on a disabled project on purpose. You can sign in, open the dashboard,
read your contacts, templates, campaigns, reports and history, see the reason on
**Settings → Security**, and [export the whole account](/trust/portability). Nothing is
deleted, held hostage, or hidden while an appeal is open.

What is refused: sending, and every write to the project — editing a campaign, importing
contacts, changing settings. Filing an appeal is the one write that stays available,
because it is the one that has to.

## Filing one [#filing-one]

In the dashboard: **Settings → Security**, on the stopped project.

Over the API, as the signed-in owner:

```http
POST /api/projects/{projectId}/appeals
Content-Type: application/json

{ "message": "What happened, in your words." }
```

Between 20 and 4000 characters. You must be a member of the project. One appeal per
project per 24 hours — a second one inside that window is refused, because it does not
reach anyone faster.

## What we commit to [#what-we-commit-to]

**A first response from a person within 24 hours** of the appeal being filed. That
deadline is stamped onto your appeal when you file it and does not move, even if we later
change this page.

"First response" means a human has read it and replied — not that the decision is final.
A case that needs more from you, or more from us, will say so.

## What we do not promise [#what-we-do-not-promise]

We would rather be exact than reassuring.

* **Not a reinstatement.** The appeal is read by a person, and a person decides. Some
  appeals are declined.
* **No automatic path back.** Nothing you can do from your own account re-enables a
  stopped project. That is intentional: an automatic un-disable reachable by the account
  that was just stopped would undo the containment it is appealing.
* **No detailed reason for a content decision.** If the project was stopped by the content
  scanner, we will not tell you the score, the message, or the rule. A precise explanation
  is a debugging tool for whoever is abusing the platform. We will tell you the decision.
* **No fixed resolution time.** The 24 hours is the first response. A case that needs
  investigation takes as long as the investigation takes, and we will tell you where it is.

## What helps [#what-helps]

An appeal a person can act on in one read:

* What the mail was and who asked to receive it.
* Where the list came from — a signup form, a purchase, an import, and when.
* Anything that changed recently: a new list, a new template, a first campaign, a spike.
* If a teammate or an API integration sent something you did not expect, say so.

An appeal that only says the decision is wrong gives the reader nothing to check.

## If it was our mistake [#if-it-was-our-mistake]

We reinstate the project and say so. False positives happen — the content scanner is
tuned to be strict on new accounts, which is exactly the cohort a legitimate new customer
is in. That trade-off is ours, not yours, and being caught by it is not held against you.

## Related [#related]

* [Sending standards](/security) — what stops a project, and what you are told.
* [Acceptable use](/security/acceptable-use) — what is allowed.
* [Portability](/trust/portability) — leaving with everything, whatever the outcome.