Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is being filed because I was falsely suspended by Discord off of their platform.I havent done anything wrong and I believe my suspension should be lifted and my account reinstated.This suspension had occurred in 18 August of 2025.I tried making multiple tickets with discord support, but I havent gotten a single reply from a real human back.These were usually automated responses , without someone actually looking at the ticket or taking any action

  

  Business Response

  Date: 08/20/2025

  We can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23770391
  
  I am rejecting this response because:

  I attached a screenshot from gmail app showing that I received a letter from Discord to my email (which is attached to this complaint), stating that I requested a review of your decision on my account, but no one has responded to it yet.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 08/21/2025

  We can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23770391
  
  I am rejecting this response because: I sent a ticket as you said, please check and give me an answer.
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:08/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is being filed because I was falsely suspended by Discord off of their platform.I havent done anything wrong and I believe my suspension should be lifted and my account reinstated.This suspension had occurred in around March of 2025. I tried making multiple tickets with discord support, but I havent gotten a single reply from a real human back.These were usually automated responses , without someone actually looking at the ticket or taking any action

  

  Business Response

  Date: 08/21/2025

  We determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After years of being a customer for them, now they have falsely banned me and refusing to have a human and not an AI, replying to my unban appeals.

  

  Business Response

  Date: 08/21/2025

  We determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23769711
  
  I am rejecting this response because: With the history *** had with this company, i know they didnt check the proof fully of the ban. Also i even gave them full permission read throught every *** in that DM to prove that the ban was a mistake from this company, but no. They dont want to fix things. 
  The "proof" that got me banned was a small cropped image made by a guy whos, been harrasing me in my DM's for a while now, which can be shown in the attachment in this reply. Also it seems like this company doesnt want me to explain anything that happend, to defend myself. 

  
  Sincerely,
  
  Arttu Uusitalo

  

  Business Response

  Date: 08/23/2025

  We determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23769711
  
  I am rejecting this response because: By the looks of it, they're not willing to investigate further than that small cropped image from couple of messages. If Their Moderators would just scroll up a little bit in our DM's they would see that the other guy is harrasing me WHICH breaks Discord's TOS, and they wouldnt find anything that would get me banned. This is VERY unprofessional from a big company like discord itself. If they're not willing to come to an agreement with me on this. "I may have no alternative but to initiate legal proceedings in this matter.
  
  Sincerely,
  
  Arttu Uusitalo

• Initial Complaint

  Date:08/19/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is being filed because I was falsely suspended by Discord off of their platform.I havent done anything wrong and I believe my suspension should be lifted and my account reinstated.This suspension had occurred in around 17 August of 2025 I tried making multiple tickets with discord support, but I havent gotten a single reply from a real human back.These were usually automated responses , without someone actually looking at the ticket or taking any action

  

  Business Response

  Date: 08/20/2025

  We determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23769423
  
  I am rejecting this response because:
  
  Sincerely,
  
  Stelios Rentesis i want you to contact discord again because Hello, my account *************** was recently banned for a child safety violation. I take these matters very seriously and I do not engage in or condone any inappropriate behavior. I believe this was a mistake or possibly due to a misunderstanding or false report. Could you please review my case? Im happy to cooperate fully. i think someone just report me to ban my account i gonna try my best to cooperate i hope i can talk to a real human 
  
  

  

  Business Response

  Date: 08/22/2025

   We determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question. 

  Customer Answer

  Date: 08/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Stelios Rentesis

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use discord for my work (I work as a community manager for a games publisher) and am also a paying customer (I pay for ********************** nitro, the premium version of the app) and recently experienced terrible episode where my account was wrongfully suspended (according to a ticket opened on Discord support on august 2nd).A couple days ago (on Aug 17th) I experienced the same issue. This time, even already having opened a ticket with Discord support and having had this issue already, the team seems indifferent to my situation. Today is already the 2nd day of work that I miss because I no longer have access to discord and no one on their support helps me.All I'm requesting is for the team to consider that I'm a human being that depends on this job and that they give a look into the situation. If not that, then at least in consideration for a paying customer.

  

  Business Response

  Date: 08/20/2025

  We are currently experiencing a higher than usual ticket volume. Your ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23768111
  
  I am rejecting this response because:
  
  I now have 2 tickets opened awaiting for reply. The second one was opened by instruction of the Discord team. Both of them are still not resolved and I have yet to hear from the team any kind of position (not an update saying you're experiencing slowness, not an update telling you're looking into it).
  
  Having a higher than usual ticket movement is completely understandable, but having a paying customer risking losing their job without offering any kind of update or actual reason for the problem is a terrible way to deal with customers. I'll retain this complaint open until the issue is resolved. Today marks the 4th day that I cannot work because of this.
  
  Sincerely,
  
  ****** ******* ******* Jnior

  

  Business Response

  Date: 08/22/2025

   We are currently experiencing a higher than usual ticket volume. Your ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23768111
  
  I am rejecting this response because:
  
  I'm already at 6 days of waiting for any kind of return from the team. When asking for a refund, the team replied to me in a matter of hours (denying of course). So there is no justification for this lenghty of a process to check the account of a paying customer.
  
  I have also filed a complaint with the ***** ********* ).
  
  Sincerely,
  
  ****** ******* ******* Jnior 

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Discord account was permanently suspended on Sept 15, 2024. I was hacked during that periodthere were unauthorized actions from my account that I did not initiate. Since the suspension, I cannot view what allegedly violated the rules, and Discord refuses to show me what I was banned for. Without access to the specific content or an explanation, I have no way to verify or dispute the decision.I have attempted to appeal repeatedly, but the support system blocks me. Over 100 tickets were auto-closed with the same generic message (Looks like you appealed in the wrong section), and my ******* support account was then suspended, preventing any further appeals. When a support agent (Ezio) warned me not to spam, I had only been opening a new ticket after the prior one was closed without resolution.What Im requesting:1.Confirmation that a human will review my case.2.Disclosure of the exact message(s)/content, timestamps, and the specific rule(s) Discord claims were violated.3.A security review of my account activity around Sept 1315, 2024 (login IPs/devices and audit logs) to confirm the compromise.4.Restoration of my Zendesk access so I can submit a proper appeal; or direct reinstatement of my Discord account if compromise is confirmed.5.If Discord cannot produce the alleged content or confirm intent on my part, the permanent suspension should be reversed (at minimum, this should be a temporary limitation for a first offense).Under GDPR, I am requesting access to the personal data and decision rationale used to suspend my account, including any evidence Discord relies on. Right now, I cannot even see what I supposedly did wrong, and the appeals pathway is effectively closed to me. Please investigate and respond with the requested information rather than auto-closing my case.

  

  Business Response

  Date: 08/20/2025

  On 8/20/25 your support account suspension has been removed, and your ability to contact support has been reinstated. However, please understand that the decision that was made in your cases still stands, and that continuing to spam tickets will not result in a change of the outcome of our investigation. We ask that you please do not continue to spam our support.

  Customer Answer

  Date: 08/21/2025

  Thank you for restoring my support-portal access on 08/20/25. That step only restores my ability to contact support; the underlying account suspension remains. Im rejecting the response so this case stays open until a human reviews the account action and the matter is resolved.
  
  Requests (now actionable):
  
  1.Confirm a human specialist will review the action on UserID ****************** (email on file).
  2.Provide the specific policy section(s) cited and the evidence category, including the message(s)/content, timestamps, and/or event IDs relied upon.
  ***** a security review of logins/activity for Sept 1315, 2024 to assess compromise; if compromise is indicated, please restore the account.
  4.If the alleged violating content cannot be reproduced or intent attributed to me, reverse the permanent action (or at minimum reduce it to a time-limited restriction).
  5.I will keep one ticket open in the portal and reply only in-thread. Prior spam resulted from tickets being auto-closed without resolution.
  6.Duplicate enforcement concern: I received two back-to-back actions for (seemingly) the same itemfirst a temporary attachment restriction, then a permanent suspension. Please clarify whether the permanent action references the same content as the earlier restriction. If so, remove the second action (or consolidate to a single penalty). If it references different content, identify that content with timestamps/event IDs so I can address it.
  
  This situation has caused significant hardship for me over the last 11 months, contributing to the deterioration of my health both physically and mentally. Im simply asking for a fair, human-led review and either reinstatement or a clear written rationale with a viable appeal path. Please confirm the review is in progress and keep this BBB case open until it concludes.
  If needed for verification, I can provide Nitro receipt IDs, prior ticket numbers, device/region info, and the BBB case number in the support ticket. I also request access to the personal data and decision rationale relied upon for the suspension. 
  

  

  Business Response

  Date: 08/22/2025

  On 8/20/25 your support account suspension has been removed, and your ability to contact support has been reinstated. However, please understand that the decision that was made in your cases still stands, and that continuing to spam tickets will not result in a change of the outcome of our investigation. We ask that you please do not continue to spam our support. 

  Customer Answer

  Date: 08/22/2025

  Thank you for previously restoring my support-portal access (08/20/25). It means a lot to me. However, your latest reply repeats the same text and does not address the specific items I raised about the account action.
  For transparency, I opened one support ticket per your instruction: [Ticket #********]. I will only use that thread.
  
  Unaddressed items that require a substantive response:
  
  1.Human review: Confirm a human Trust & Safety specialist is reviewing User ID ****************** and my appeal tied to the email on file.
  
  2.Policy & evidence: Identify the specific policy section(s) cited and the evidence category relied upon (message/content with timestamps or event IDs).
  
  ********** review: Review logins/activity for Sept 1315, 2024 to assess compromise; if compromise is indicated, restore the account.
  
  *********** enforcement: I received two back-to-back actions for (seemingly) the same itemfirst a temporary attachment restriction, then a permanent suspension. If the permanent action references the same content, please remove the second action (or consolidate to a single penalty). If it is a different item, identify it (with timestamps/event IDs).
  
  ********* commitment: Keep my portal access active during this review. I will keep one ticket open; prior spam characterization resulted from automated closures.
  
  Im not asking BBB to decide moderation; Im asking for a workable, human-led review and either reinstatement or a clear written rationale with evidence and a viable appeal path. Please confirm the above items are in progress and keep this BBB case open until my support ticket receives a substantive response on these points. 
  

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Discord,My username is artemisbirdlover. I have been falsely banned due to "being underage" as a result of an inside joke I posted in my SheRa server: "btw I'm 8 years old." I am not 8 years old and have posted my ID, my face, my username. You have not reactivated my account by saying the email I used was not associated with my account. However, my email associated with my account is ****************************** My name IS ******** Pavlovskaia. I have had my account since 2015 and it is very important to me. It has my deceased relatives, my school documents as well as my work documents. Please help me resolve this issue. Thank you.

  

  Business Response

  Date: 08/20/2025

  We responded to the user via ticket #******** with, "Hello,
  
  Could you possibly be writing in regarding a different account?
  
  If so, for privacy and security reasons we're only able to discuss account details with the email address associated with the account. Please write in from the email associated with that account.
  
  If you would like to appeal any other actions taken against your account, we kindly request that you submit a new appeal by going to **********************, and selecting Appeal an action taken on my account or bot from the How can we help? dropdown menu.
  
  Sincerely,
  Discord Trust & Safety,".

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Discord account was hacked, and the email address was changed without my permission. I have been trying to contact Discord Support to recover it, but I am stuck in an automated loop.Every time I file a support ticket from my current email address, Discord Support tells me I need to use the original email associated with the account, or they will close the ticket. However, when I try to file a ticket or sign in with my original email, I don't receive any replies, and I am met with an error stating that my support profile is suspended.I have all the necessary evidence to prove I am the rightful owner of the account, including: The original email notification from Discord confirming the email address change. Screenshots from a bot log showing the exact time the account was compromised and the changes made, including name and avatar changes.I am filing this complaint to bypass the automated system and get a human from Discord's ************** team to review my case and assist me

  

  Business Response

  Date: 08/20/2025

  On 8/20/2025 your support account suspension has been removed, and your ability to contact support from your email address has been reinstated. However, please understand that the decision that was made in your cases still stands, and that continuing to spam tickets will not result in a change of the outcome of our investigation. We ask that you please do not continue to spam our support.

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dariaan ********

  thank you for unsuspending my account

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the Discord platform regarding my child's safety with ticket number #********. However, even though a long time has passed, I have not received a response to my request.

  

  Business Response

  Date: 08/20/2025

  We responded to the user via ticket #******** with, "Hello,
  
  Thank you for writing in.
  
  It looks like you are writing in to submit a report to Discord, but we're unable to handle reports via this channel. The best way to report abusive behavior is through the Discord App. This ensures that we have the verifiable information necessary to investigate, and speeds up how quickly an available agent can process your report.
  Please note we're unable to use screenshots, bot logs, off-platform information, or attachments to verify content.
  
  When you encounter abusive behavior, submit a report via the Discord App:
  1. Select the Message you wish to report. On mobile, hold down on the Message, and on desktop, right-click.
  2. Select Report Message
  3. Select the type of abuse youre seeing.
  
  You can learn more about reporting to Discord (including how to report user profiles) here. Additionally, you can learn about customizing your Discord experience and avoiding unwanted interactions in our Safety Center.
  
  This ticket will now be closed. Thank you for submitting your report via the instructions outlined above.
  
  Sincerely,
  Discord,".

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23767066
  
  I am rejecting this response because:
  
  I've previously stated that I don't have a Discord account. I contacted you through the support portal for parents to contact you, and you're telling me you didn't remove the content. I reported the Csam content my child encountered, but instead of removing it, you responded to my report days later and told me to report it using the "Report message" button.
  
  Sincerely,
  
  Jamoda ******

  

  Business Response

  Date: 08/21/2025

  We responded to the user via ticket #******** with, "Hello,
  
  Thank you for writing in.
  
  It looks like you are writing in to submit a report to Discord, but we're unable to handle reports via this channel. The best way to report abusive behavior is through the Discord App. This ensures that we have the verifiable information necessary to investigate, and speeds up how quickly an available agent can process your report.
  Please note we're unable to use screenshots, bot logs, off-platform information, or attachments to verify content.
  
  When you encounter abusive behavior, submit a report via the Discord App:
  1. Select the Message you wish to report. On mobile, hold down on the Message, and on desktop, right-click.
  2. Select Report Message
  3. Select the type of abuse youre seeing.
  
  You can learn more about reporting to Discord (including how to report user profiles) here. Additionally, you can learn about customizing your Discord experience and avoiding unwanted interactions in our Safety Center.
  
  This ticket will now be closed. Thank you for submitting your report via the instructions outlined above.
  
  Sincerely,
  Discord,".

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23767066
  
  I am rejecting this response because:
  
  Why are you asking me to create a new report through Discord instead of removing the Csam content I reported to you? You told me to join the server and report it if I wasn't there. But I already provided you with the message links. Why don't you care about child safety?
  
  Sincerely,
  
  Jamoda ******

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Discord account *****. was wrongfully banned and the company didn't provide me with a proper explanation or resolution.The ban happened immediately after I used the platforms reporting feature to flag inappropriate content. Instead of being acknowledged for acting responsibly, I was banned without any warning or clear reason. As a result i lost access not only to my account and communities but also to paid services I purchased directly from Discord.Following the ban, I submitted multiple support tickets asking for clarification and assistance. I either received no reply or only automated bot responses. In every case, the tickets were automatically marked as solved without any real explanation. Despite repeated attempts, I have not been able to reach a human representative. Discord has never provided me with the exact reason for my ban, nor any evidence to support it.This is especially concerning because I had an active Discord Nitro subscription and purchased additional features such as profile effects and avatar decorations, worth over $50. Since being banned, I have been unable to access these paid services. Discord has not offered a refund or compensation. Paying for services and digital items only to be locked out without explanation is *************** is extremely frustrating that a company of Discords size relies solely on automated systems for handling serious issues like account bans. Automated replies and ticket closures cannot replace real customer support, especially when financial transactions are *********** request is clear: I want a human review of my account ban, a detailed explanation of the alleged violation, and any supporting evidence. If no valid reason exists, my account should be reinstated. At the very least, I should be refunded for my Nitro subscription and purchased features I cannot access.I am asking the BBB to intervene and hold Discord accountable so that users receive fair treatment, transparency, and proper human support.

  

  Business Response

  Date: 08/20/2025

  We responded to the user via ticket #******** with, "Hello,
   
  After further review of your situation, I've gone ahead and lifted the violation on your Discord account at this time.
   
  Please keep in mind that future violations of Discord's Terms of Service or Community Guidelines may result in further limitations, including the permanent deactivation of your account.
   
  Sincerely,
  Discord Trust & Safety,".

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Zawulewska