Suspended account
Why an account gets suspended for a violation, what you see on the suspension screen, and how to resolve it.
An account is suspended when we detect a violation of Cliquéalo's rules, for example fraud or content that isn't allowed in an ad. While it lasts, you can't use your panel and your public addresses are disabled until support reviews the case.
It's not the same as a pending payment
If your account was stopped for lack of payment, you see a different screen. See Pending payment and suspension.
What happens at that moment
If you're in your panel when the account is suspended, a red notice appears (if it doesn't come with another explanation, it says «La cuenta queda inhabilitada hasta revisión de soporte.», "The account is disabled until support reviews it.") and we take you to the suspension screen. If you try to open your panel afterward, you also end up there.
What you see on the screen
- Header: «Cuenta suspendida temporalmente» ("Account temporarily suspended") with the Suspensión activa ("Active suspension") chip, the «Fecha de suspensión» ("Suspension date"), and the reason.
- Related agency: the agency and the ad involved.
- Responsible account: your name and email, and who was selling the ad. If it's you, it says «Misma cuenta responsable» ("Same responsible account").
- Detected reason: the type of violation, its «Severidad» ("Severity"), the «Riesgo» ("Risk"; from 0 to 100), and the «Confianza» ("Confidence"; as a percentage).
- Recorded violations: how many your account has, the «Razón principal» ("Main reason"), and the list of each one with its date, its ad, and its agency. It may include a «Caso» ("Case") chip with a number.
- Suspension reference: a short code at the end. Save it.
Where a detail is missing, you'll see «Sin dato» ("No data").
Reasons
Each violation states its type: «Lenguaje ofensivo» ("Offensive language"), «Contacto fuera de plataforma» ("Off-platform contact"), «Fraude» ("Fraud"), «Contenido ilegal» ("Illegal content"), «Contenido sexual» ("Sexual content"), «Contenido violento» ("Violent content"), «Spam» ("Spam"), or «Otro incumplimiento» ("Other violation").
Severity
The lowest severity level.
One level above «Baja».
One level above «Media». It's marked in red.
The highest level. It's marked in red.
How to resolve it
Read the reason and the main reason
Identify which ad and which conduct caused the suspension.
Write down your reference
Copy the «Referencia de suspensión» ("Suspension reference") and, if it appears, the «Caso» number.
Write to us
Send an email to hello@cliquealo.mx from your account's email. Include your reference and explain what happened. If you think it's a mistake, say so and add whatever proves it.
Wait for the review
The suspension lasts until support reviews the case. When it's lifted, your panel opens again and the screen says «No hay suspensión activa» ("No active suspension").
The usual case
It was a misunderstanding
You write with your reference, support reviews it and, if the suspension is lifted, your panel opens again.
Something doesn't work the first time
An ad broke the rules
Explain the case in your email. Support's review decides whether it's lifted.
Worst case
Several violations
The «Incumplimientos registrados» ("Recorded violations") list includes every one your account has. Respond to each one in your email, not just the main one.
Special case
Someone else used your account
Say so in your email to support. If you think someone knows your password, sign out and change it with "Forgot password?". See Recover your password.
Other screens you may see
What you see · Suspension screen
«No hay sesión activa»
No active session
What it means. You opened the screen without being signed in: «Inicia sesión para revisar el estado de tu cuenta.» ("Sign in to check your account's status.").
What to do. Sign in.
What you see · Suspension screen
«No hay suspensión activa»
No active suspension
What it means. «Tu cuenta no tiene una suspensión activa en este momento.» ("Your account doesn't have an active suspension right now.").
What to do. Tap «Volver al inicio» ("Back to home") and go to your panel.