Moderation and appeals
How decisions about content and accounts are made, what we tell you, and how to challenge a decision.
Draft, 13 September 2026. This policy is a working draft and needs legal review before launch. Text in [brackets] is still to be filled in.
How moderation works
FTC combines automated filters with human moderators. Filters check every chat message and comment before other people see it. Moderators handle reports, review flagged content and decide appeals.
Automated decisions
Some decisions are made automatically, without a person reviewing them at the time: blocking a message that contains a link, contact details or abusive language, and suspending an account under the chat rules. Every automated decision is logged and can be appealed to a person.
What we tell you
When we restrict your content or account, the notice in your account shows:
- the message, comment or review the decision is about
- the rule it broke
- whether the decision was automated
- what restriction applies and when it ends
- how to appeal
Appealing a decision
Open the notice in your account and choose Appeal, or email [moderation email]. You can appeal for six months after a decision. A moderator who wasn't involved in the original decision reviews it, normally within 7 days, and tells you the outcome and the reason.
If you live in the EU
You may also take a dispute to a certified out-of-court dispute settlement body, and you keep your right to go to court.
Reporting illegal content
Anyone, including people without an account, can report content they believe is illegal by emailing [legal email] with the link and the reason.