What does Frozen mean?
A Frozen account status means that you temporarily have limited access to the Young Heroes and StartPlaying sites.
When a safety concern is reported to our Support team, StartPlaying may need to limit account access for the users involved while we investigate the issue.
If your account becomes Frozen due to a safety report, you will receive an email alerting you to the change in your account status.
While Frozen, you will not have access to any Young Heroes or StartPlaying pages except the Frozen State page. You will not be able to join any games during this time. You will also not receive any emails about messages on the site while Frozen.
Does this mean my account is deactivated?
No, this state is temporary, and does not mean your account has been deleted or deactivated.
Our goal is to not have any users Frozen for more than 72 hours at a time, but please know that each situation is unique. We take safety reports seriously, and this is a measure to help keep Young Heroes as safe as possible.
What happens with my games while I'm Frozen?
If you are in a Frozen state 2 hours before your next session, we will skip that session for you. You will continue to be charged on Young Heroes for any skipped sessions, per our policy on skipping sessions.
How do I get Un-Frozen?
The Young Heroes Support team needs to review the safety report that was sent to us, in order to remove a user from a Frozen state. During this review, keep an eye out for emails from our Support team. We will reach out to you from the youngheroes@startplaying.com email address.
Please cooperate with our Support team during this review in order to recover full site access.
Once the review of the safety report has been resolved, we will email you to let you know that your account has been Un-Frozen.