Appeals

How to appeal a disabled project, what we commit to, and what we will not promise

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 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

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. 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

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

Over the API, as the signed-in owner:

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

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

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

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

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.

Sending standards — what stops a project, and what you are told.
Acceptable use — what is allowed.
Portability — leaving with everything, whatever the outcome.