Frozen and Closed Accounts

Written By Timothy Murenzi

This article explains what a frozen or closed Workroom account means, why it happens, and how to ask for a review.

Frozen vs. closed

	Frozen	Closed
What it means	Temporarily restricted while our team reviews activity on the account	Permanently deactivated
Can you sign in?	Possibly not. Some features may be unavailable.	No
Your data	Generally kept, but you can't reach it until the review ends	May be removed under our data retention policy
Billing	Not billed going forward. Active subscriptions are cancelled.	Not billed going forward. Active subscriptions are cancelled.
Final?	No — a freeze isn't a final decision	Usually, though you can appeal

Why accounts are frozen or closed

Usually because our systems or team found activity that conflicts with our Terms of Service, for example:

Breaking our Terms of Service or acceptable use policies
Uploading or publishing content you don't have the rights to, such as portfolios, images or work belonging to someone else
Suspicious, fraudulent or automated activity
Security concerns, such as signs the account has been compromised
Unresolved billing or payment issues

For security and privacy reasons, we can't always share the specific details behind a decision.

Billing

A frozen or closed account isn't billed for continued use, and any active subscription is cancelled. If you think you were charged in error, say so in your appeal and we'll review it.

Your data

If you need a copy of data you're entitled to, mention it when you contact us and we'll tell you what's available.

How to appeal

Appeals are accepted only through our appeal form. We can't process appeals sent by email, chat or other channels.

In the form, include:

The email or username on the account
A short explanation of why the decision should be reconsidered
Any supporting information — for example, proof that content you uploaded is your own work or that you have the rights to use it

What happens next

We'll reply to the email address on the account with one of these outcomes:

Reinstated — the account is restored.
Upheld — the original decision stands.
More information needed — we'll ask follow-up questions first.

We review every appeal carefully, but not every decision can be reversed. Some closures are final, especially after a confirmed serious or repeated violation.

Still have questions?

If you're not sure whether your account is frozen or closed, contact us through the chat (Get Support) or at [email protected]. To appeal, please use the appeal form.

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