How To Get Your Twitter Account Suspended

I managed to get my Twitter account suspended! No idea why, and no big deal as I'd only recently started to use it, but has given me the opportunity to delve into the more unseemly side of Twitter. Every social networking site is full of antisocial behaviour and every website has systems in place to try and mitigate its effects on the average user. Twitter is no different, but the number of aggrieved people who have had their accounts suspended means that Twitter needs to have a long hard look at the systems they have in place. The issues below are a summary of some of the cases I have found online.

The first place to look to see what behaviour can get you banned is the Twitter Terms of Service. There are some fairly obvious things not to do, such as impersonating a real person (although satirical spoofs are accepted so long as it is obvious), publishing or linking to pornography or any other illegal activity, publishing people's private details and, of course, spamming. But it is this latter category that seems filled with potentially nebulous definitions that can get you labelled as 'antisocial' by the Twitter corporation.

Many users have found their accounts suspended for being antisocial. This is somewhat ironic for a social website but all Brothers and Sisters must conform or be banished from the social organism! But let's have a close look at what it takes to be a social outcast.

From Twitter's definition of spam: "If your updates consist mainly of links, and not personal updates." This is the most worrying one. Anybody who uses Twitter to send updates about their blog or website is going to fall foul of this, and yet, follow any mainstream website and all you get are links to their articles. This is a huge case of double standards. Are these corporate websites paying to send out their spam? Is any of it really spam if people are willingly following you? Sending out garbage that nobody reads is a waste of time. Many of the people I was following just sent out links to interesting stuff. Twitter demands that anybody who uses Twitter solely for marketing links must contact them to request to do so. Anybody who has not made such an official request is liable at some point to fall foul of this rule. To show how random this can be, one guy was accused of having all his links point to one site. When he told Twitter that was obviously because it was his blog they reinstated his account!

"If you have followed a large amount of users in a short amount of time." No numbers are given but this could mean anything. Getting followers is a long and sometimes tedious process of building a network from users you already follow. There is always someone who follows first, then the person followed can decide whether to follow their follower... or not. Following on Twitter is a one-way arrow and not the same as the two-way 'friends' thing on Facebook. It is easy to follow a trail of people each of whom follows the previous user. How many does one have to follow in one sitting to fall foul of the Twitter police? Nobody knows.

One consequence of the above rule is that anybody who doesn't like what you write about can flag you as a spammer just for accidentally joining them. I'm not saying most people act this way but I am saying that this can happen and from what I've read, Twitter acts first and then thinks about it in their own sweet time. The internet is full of low-level information warfare that many people are just not aware of. Whether it is Anonymous v $cientology or Christians v Atheists there are spam wars out there to remove or promote content on various social websites. In the instant world of Twitter's follow/unfollow it shouldn't be a sin to follow the wrong person. If after a few tweets you find someone isn't of interest it is a simple matter to unfollow. No ill feelings, no harm done.

However, if one combines the previous definition with the fact that "The number of spam complaints that have been filed against you" also count, then you can easily become a target for people who don't like you. "If a large number of people are blocking you" is also a way to flag an account without formally sending admins a spam report. The lesson here is perhaps to have a good long read of a user's tweets and not just look at their cryptic profile. For example, imagine you're an atheist geek and tweet about both. You follow someone because you've seen some interesting geeky tweets; he then follows you back. He suddenly reads your atheist tweets and gets offended because he's a Christian. Who's fault is that? Does that warrant being flagged as a spammer? Just unfollow and walk away.

I found one user accused of being part of a spam ring. Twitter did reinstate their account on this occasion but the reason is revealing. One spammer is less effective than a whole group. Following each other may, on the face of it, seem pointless but it does give each of them a veneer of sociability that a lone spammer needs to work hard to achieve. If you accidentally find yourself following a few of them Twitter's spam algorithm may well flag you as part of the ring. It may seem strange that someone would willingly join a spam ring but there are many areas in which legitimate information and spam can easily blend. Areas such as personal finance and health are filled with both information and spam. Again, don't just follow people for the sake of it - take a long hard look at how long they've been on Twitter and what their recent tweets look like.

"If you have a small number of followers compared to the amount of people you are following." This could be the profile of a spammer, but what use is it unless you send private messages to all those people, and then you will surely be blocked or flagged for spam. But if, for example, you've started using Twitter as a kind of aggregated RSS feed for lots of news channels then don't expect those accounts to follow you back. You could easily end up following over a hundred twitters without any of them following you back. The lesson here is to build up who you follow slowly and more or less in step with the number of people following you.

I'm sure Twitter doesn't take any one solitary condition as a trigger to suspend accounts - at least I hope not! But there are enough bemused users out there to show that the current system is far from perfect. A real spammer isn't going to bother to complain; they'll just open another account with a new name and fresh email address. Just be careful you're not the target of Twitter's shoot first policy.

Twitter Account Suspended? What to do next.

What To Do If Your Twitter Account Has Been Suspended

Your Twitter account has been suspended. You're confused and angry and want answers. You're not alone; this is becoming a frequent occurrence and Twitter admin like to hide behind some fairly nebulous terms of service.

The bottom line is that Twitter reserves the right “to refuse service to anyone for any reason at anytime.”. They can suspend your account for any reason without telling you why. If you know why you're account has been suspended then you probably won't need to read this and can merrily go ahead and create another account. If you're afraid of losing the network you have established and any reputation you feel you have gained then read on.

Twitter has gone from a lowly start-up to a major online presence in a short time, but their resources are just not keeping up with their new status. This seems to be affecting both their physical resources such as servers and bandwidth as well as their human resources such as their help system. If you feel that you need to use Twitter then you will have to protect yourself from account suspension and the consequences that arise from it, but that's for another article.

One example of this is that Twitter's help pages have a number of dead links. This look bad and means having to go the long way round to find out how to complain about your account suspension. There seem to be two ways to seek to get your account reinstated.

Twitter Support

Twitter Support currently uses the Zendesk platform to generate help tickets and (hopefully) answer them. This means they have two URLs that point to the same place:

http://help.twitter.com/entries
http://twitter.zendesk.com/entries

If they ever stop using Zendesk then the first URL should still work.

If your account has recently been suspended and has not been deleted then you can login to this helpdesk with the same details as your Twitter account. Some people have found it expedient to create another Twitter account and use those details to open tickets about their suspended account. This can be useful as some users have found they can no longer login to the helpdesk if their Twitter account was terminated. The downside is that if Twitter upholds the original account suspension then you may find your new account also targeted. This choice is yours.

Online companies often hide behind the anonymity the internet affords them and Twitter is no different. You will firstly receive an automated response, which merely means a human may eventually look at your case. Most people's reaction is to then send an angry reply. From reading some people's stories the best way to get your suspended account reinstated is to make a clear logical case that you have done nothing against Twitter's TOS.

Mistakes happen and there are unpleasant people out there who want to take you off the net just because they don't like your politics, religion, race, sexual orientation or whatever. There are also spam rings on Twitter and if you unfortunately follow one of them accidentally you may be flagged as part of the ring. Whatever the reason for your suspension you might, or might not, get to know and can then act upon it either with a new account or your reinstated account.

Get Satisfaction

The second place where you can complain about your Twitter account suspension is at Get Satisfaction. This is similar to Zendesk but has the advantage that it is also a forum and other users can comment on your case and share experiences. This means you're not alone in dealing with Twitter and can see who has been reinstated and who hasn't.

Get satisfaction also has a section of Twitter Known Issues. This lists known bugs on Twitter that have led to various account problems such as the inability to login, tweets or followers gone missing and accounts accidentally blocked. If you had a lot of followers you can try to get them to support your reinstatement here. That, however, assumes you've kept an offline list of your followers: how many people do that?

Will you get your Twitter account reinstated?
Maybe, maybe not.

How long will it take?
How long is an elastic band? They seem woefully under-staffed and have seen accounts reinstated after 2 months!

Is it worth the aggravation?
That really depends on how much effort you've put into your Twitter community. If you really feel you haven't done anything wrong then it is worth pursuing as otherwise you're likely to fall into the same trap with a new account.

Where can I find Twitter's Terms of Service?
Here are Twitter's Terms of Service and Rules Policies. The section that probably affects most people is their Twitter Rules page.

Good luck... just don't hold your breath waiting.