Account block and appeal

A blocked account can no longer sign in. Listings, chats and ongoing transactions remain but are no longer accessible. When you try to log in we show you the reason for the block in plain words – being blocked without learning why does not happen here. The email you receive when the block is set names the same reason.

The block email contains a personal link to the appeal page. That link is your authorisation: you need no password and no account login, because that is exactly what is blocked. If you can no longer find the email, enter your credentials in the login form – the block message shows the same link again. On the page you describe in your own words why you believe the block is unjustified. The more specific you are, the faster we can review it.

As soon as your appeal arrives you receive a confirmation with a fixed date: we will reply by then. This deadline is recorded when you submit and is not moved afterwards – not even if we ask a follow-up question in between. Important: your account stays blocked until the decision. An appeal does not lift the block, it obliges us to give a reasoned answer.

You can attach up to three files as evidence – images or PDF, for example a screenshot, an invoice or a letter. The permitted formats and the maximum size are shown next to the file button. Contact details on a document are explicitly fine: an invoice without a sender would be worthless as proof. Only the reviewing team sees the files; they never become public.

If a detail is missing we ask about it instead of rejecting the appeal over it. You receive an email with our question and can reply directly via the same link. The promised deadline keeps running unchanged. There is a short waiting time between two replies – it keeps the history readable and is no disadvantage to you.

Every decision is reasoned and sent to you by email; the reasons also appear on the appeal page. If we agree with you, your account is unblocked at the same moment. If we reject the appeal, the block remains and the case is closed – you cannot file a second appeal against the same block. As long as no decision has been made you can withdraw your appeal at any time; that is final as well.

If your account was blocked because of an outstanding fee, you need no procedure: there the path leads straight to payment, and the block is lifted automatically right afterwards. In that case the appeal page shows you the payment link instead of a form – it would make no sense to keep you waiting several days for something a single click resolves.