Introduction #

In this doc we will explain how ProRedLine handles with account suspensions, policy violations, what we do with your information, and more.

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When is an account suspended? #

Before we explain what a suspended account means, please keep in mind a suspended account is different from a suspended subscription. A suspended account means you do not have access to any of ProRedLine’s systems and services. You will not be able to make any purchases with a suspended account. A suspended subscriptions means a subscription which has not been payed and is in it’s 7-day grace period.

Why does an account get suspended? #

We suspend people’s accounts when they have done something against any of our policies (for example: Terms of Service, Acceptable Use Policy). We have very strict rules regarding the use of game servers, app servers and web hosting and what’s allowed.

Depending on the severity of the situation, we may decide to (permanently) suspend an account. This will revoke all the user’s access to the ProRedLine network and it’s services/servers.

What if the account still has active subscriptions? #

As stated in our Terms of Service and Refund Policy, when an account gets suspended, their subscription will be cancelled immediatly. We do not offer any refunds for the remaining time on the current billing cycle. Very we may decide to take legal action against the account holder depending on the severity of the situation.

How often do accounts get suspended? #

We do not suspend accounts frequently as our rules are very simple. It all comes down by doing no harm with your the services provided by ProRedLine (think about DDoS, spamming, malware injections). All the rules are explained in our Terms of Service and Acceptable Use Policy, we strongly advise users to read all of our policies and Terms of Service to prevent account suspension (or legal action). Thankfully we do not have a lot of users where this is the case.

We also advise customers to read the policies/license/Terms and Conditions of the particular (game) server software they have a subscription for at ProRedLine. ProRedLine provides the hosting environment, but the software used within this hosting environment is (mostly) not owned or created by ProRedLine (For example minecraft servers where we use the software from Mojang and use it within the ProRedLine hosting environment). The same applies to web hosting and cPanel.

What happens when my account gets suspended? #

First you will receive an email that your account has been suspended/rejected. You will not be able to log in anymore. Within 24 hours, you will receive another email from ProRedLine staff as to why we decided to suspend your account and the duration of the suspension. If you have any active subscriptions, we’ll let you know what happens to them.

Can I register a new account while the other account is suspended? #

No. This is not allowed as stated in our Terms of Service. Doing so can result in your new account to also be suspended and any active subscriptions on the new account to be cancelled immediately. If your original account was suspended temporarily, creating new accounts will change the suspension a permanent suspension for all of your accounts, including the original account.

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Reactivating a Suspended Account #

Reactivating a suspended account can only be done by ProRedLine staff. We do not suspend accounts often, so reverting this decision will only happen in special occasions. Nevertheless, you reserve the right to plead your case.

Reactivating a temporarily suspended account #

Once the suspension period has passed, you will receive an email informing you that your account is set to active. After receiving this email, you are able to log in to your ProRedLine.com account and place new orders. Your old orders/subscriptions will still be shown but with status ‘cancelled’. This means you need to start a new subscription to use ProRedLine’s services.

Reactivation will only happen after the temporary suspension has been lifted after the originally specified duration. To reactivate your account before the suspension has been lifted, email info@proredline.com and specify why we should reactivate your account before the originally specified duration of the suspension. Please send the email from the email registered on our your account.

Reactivation on a permanently suspended account #

If you want to file a request to reactivate a permanently suspended account, email us at info@proredline.com and specify why we should lift the suspension from your account. Please send the email from the email registered on our your account.

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Suspended Account and Emails #

We still send emails to suspended accounts. These emails are only important emails and not marketing emails. This happens because your email is still linked to your suspended account. Limited personal information of suspended accounts stay in our system to enforce the suspension.

What you may receive #

Examples of emails we still send:

• Updates about support tickets under the suspended account
• Changes regarding their account
• Optional removal of their account
• When an account’s suspension gets lifted
• Updates regarding their recently cancelled subscription

These emails are marked as personal and essential, so these emails will still be sent to your email address.

Contact ProRedLine With an Suspended Account #

It’s still possible to contact ProRedLine with an suspended account. To contact customer support with a suspended account, send an email info@proredline.com from the email address linked to your suspended account.