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 continue to receive emails about your games
will have to reach out to our Support team to facilitate payouts.
will not have access to any Young Heroes or StartPlaying pages except the Frozen State page
will not have your profile appear on Find GMs. Players can access your profile and send you a message via direct link to your profile, but you will not receive it unless Un-Frozen.
will not have your games appear on Find Games.
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 cancel all your sessions across StartPlaying, Young Heroes, and bounties.
This means players will not be charged if a DM is Frozen and has an active game on Young Heroes or StartPlaying.
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 fully with our Support team during this review in order to recover 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.