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Question Organization Has Been Locked!

Discussion in 'Unity Ads & User Acquisition' started by Zomobe, Mar 29, 2022.

  1. Zomobe

    Zomobe

    Joined:
    Apr 14, 2021
    Posts:
    6
    One week ago.
    I logged into the Unity dashboard to check our ad revenue for the day, and I found an entirely vague message: "Your organization’s dashboard access has been revoked for violation of the Unity Gaming Services Terms of Service.
    There are many potential reasons why your organization access was revoked, including but not limited to using Unity services in connection with applications or advertisements which violate our Content Policy, exhibiting behavior which violates our Invalid Activity Policy, or otherwise attempting to use Unity products and services where such use is prohibited by applicable law.
    If you believe your organization's access was revoked in error, please submit an appeal request."

    Frustrated, as I have no idea what this violation might be, nor was I granted the opportunity to explain myself to Unity about their "mistake" they have already admitted they might have made nor did Unity reach out to let me know that we might be in violation.

    I immediately created an appeal. (Ticket Number: #1204124)
    I supported it with screenshots and even offered to give access to all our accounts. Because we are not doing anything wrong. I reached out 7 DAYS AGO and have yet to hear back.

    I thought of posting on the forum as a last resort to get an answer.

    I waited patiently for a week, but we have nothing to wait anymore. A Unity Team that suspends the account without giving any warning without a chance to fix if there's a bug, and a Team that hasn't commented for a week. Really disappointing.

    Can someone please help me now to fix this frustration? Can anyone from Unity please reach out and let me know when I can expect to hear back? Am I to be compensated for lost revenue given I cannot determine a reason why this is not "a mistake," as you call it?

    And if you aren't certain whether you've made a mistake do you think that perhaps shutting down a company's business model is a wise maneuver? Maybe you should revisit this policy.

    I'm emphasizing! I see blatant violations of ad policy and fraudulent advertising daily in the app and game community. We have never sunk to this level, and operate with integrity at all times. Yet here we are. Unity, please respond ASAP.

    Thank You,
    Mert.
     
  2. farazk86

    farazk86

    Joined:
    May 31, 2017
    Posts:
    195
    So your monetization wasnt locked only? your entire Unity account was locked? Why?

    Were you using Unity Ads? Or are you an asset store published?
     
  3. Zomobe

    Zomobe

    Joined:
    Apr 14, 2021
    Posts:
    6
    It's not related to the asset store. My Monetization screens are locked. I'm using Unity ads and I haven't been able to show any ads for 1 week. I have limited access to all of my Unity ads screens. At the same time, even though they sent an invoice, they did not make my payment. I guess it's because it's the same dates.
    And it's really disappointing that no one is still interested.
     
  4. LIU_Hanyang96

    LIU_Hanyang96

    Unity Technologies

    Joined:
    Jul 12, 2021
    Posts:
    113
    Hello,

    In order to appeal your case, please fill out this webform as completely as possible. One of our specialists will research your case and reply as soon as possible.

    Regards,
    Unity Ads Support
     
  5. Zomobe

    Zomobe

    Joined:
    Apr 14, 2021
    Posts:
    6
    It's really hurtful when someone from the Unity Team sends a message that glosses over our post without even bothering to read it!
    I have already been 8 days since I filled out that form completely.
    But I still don't even know when you get back to me! My loss is increasing day by day. Not to mention the psychological burden of being unfairly punished....
    Thank you!
     
    gooby429 likes this.
  6. Zomobe

    Zomobe

    Joined:
    Apr 14, 2021
    Posts:
    6
    For two weeks, not any answer. Has anyone received positive or negative feedback on their objections?
    I would be very happy if anyone who suffers from this issue writes.
     
  7. farazk86

    farazk86

    Joined:
    May 31, 2017
    Posts:
    195
    I am still waiting as well. It has been 16 days in my case.

    I contacted Unity support and they told me my case is still in a queue to be looked at..

    so again.. nothing we can do but wait.. =/
     
    gooby429 likes this.
  8. Zomobe

    Zomobe

    Joined:
    Apr 14, 2021
    Posts:
    6
    "I contacted Unity support and they told me my case is still in a queue to be looked at.."
    Which communication channel did you use to get this answer?
    Unfortunately, I did not receive an answer on this subject by any method.
     
  9. farazk86

    farazk86

    Joined:
    May 31, 2017
    Posts:
    195
    https://support.unity.com/hc/en-us/requests

    Click on Submit a New Request to make a support ticket
     
  10. gooby429

    gooby429

    Joined:
    Aug 13, 2019
    Posts:
    143
    Your form is broken btw. Can't submit it without checking the checkbox and without attaching a file even though we don't have one. Also you can't access your org ID while being locked out lol

    Also I don't even have a game released nor do I use ads and I got detected for ad fraud?
     
    farazk86 likes this.
  11. farazk86

    farazk86

    Joined:
    May 31, 2017
    Posts:
    195
    lol, now that is concerning. How can you get flagged for ads when youre not even using the monetization service?
     
  12. gooby429

    gooby429

    Joined:
    Aug 13, 2019
    Posts:
    143
    i think i tried it at some point out of curiosity but didnt end up using it. either way it says its disabled
     
  13. mack178

    mack178

    Joined:
    May 22, 2015
    Posts:
    14
    My organization was just locked for no reason. Unity's terrible ad fraud algorithm detects false positives and Unity Ads immediately locks the entire organization without an ounce of human investigation or even an email. Pretty terrible business practice. I won't be using Unity Ads again.

    Unity as a company is falling apart and doesn't care anymore. Just use AdMob.
    https://admob.google.com/home/
     
    Last edited: May 30, 2023
  14. elevenab_unity

    elevenab_unity

    Joined:
    Mar 9, 2020
    Posts:
    15
    Were you able to reopen your account?
    Even our account has been locked for some reason.
    We assumed it was because our Unity Pending payments failed but for some reason Indian Credit Cards weren't working.
    So we used a western credit card and the payment went through.
    Still the account seems to be locked.
    Waiting for 3 weeks will be hard to take.
     
  15. mack178

    mack178

    Joined:
    May 22, 2015
    Posts:
    14
    @elevenab_unity My organization is still locked, a month later. Zero response from Unity at all across support chat, appeal ticket, separate support ticket, and Twitter.

    Do not use Unity.
     
  16. vadymforall

    vadymforall

    Joined:
    Nov 1, 2022
    Posts:
    1
    I hаve same problem :(
     
  17. shahzaibashraf815

    shahzaibashraf815

    Joined:
    Dec 30, 2019
    Posts:
    4
    Hi Unity
    I'm using unity since 4,5 years and i'm satisfy with unity service and Even there is not any single fraud detection since 4,5 years. Unfortunately today i'm login into my unity account then i see a message " your organization has been locked ". That's very bad for me. There are some my live games. i don't know why unity did this? Please Solve my issue. I'm very thankful to you.
     
  18. pifreak314

    pifreak314

    Joined:
    Jan 11, 2024
    Posts:
    2
    Any luck? Also unable to get a response. Busted tail for weeks making our project and getting a beta test set up and now locked out of everything and Unity did not say what we did wrong, IF ANYTHING? :(

    The .apk upload does not work either. There's an error no matter how many times we try, on different PCs, partner's account, and browser, etc.
     
  19. Nyro

    Nyro

    Joined:
    Aug 23, 2013
    Posts:
    21
    2024 and this is still happening. No warning. No explanation. No support. This is completely absurd.

    Analytics, Remote Config and Ads are all being moved to other platforms because your services can't be trusted. It amazes me how a company that is losing money, and it is desperately trying to make developers use their services, still behaving like this.
     
    pifreak314 likes this.
  20. shahzaibashraf815

    shahzaibashraf815

    Joined:
    Dec 30, 2019
    Posts:
    4
    @LIU_Hanyang96