Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord's website kicked me off and invalidated my ****** Authenticator codes after I got a new phone and PC. This occured June 3rd, 2024 last night. Prior to that, Discord has been asking for new logins for a week. They refuse to help me access my account despite having access to my information.

  

  Business Response

  Date: 07/09/2024

  We are currently experiencing a higher than usual ticket volume. As of 07/09/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21943222
  
  I am rejecting this response because:

  Discord has been ignoring or deflecting my responses the entire time I have tried to settle this privately. They never mentioned they had high volume of complaints once. I would rather they would resolve the issue rather than make me wait any longer. 

  

  Business Response

  Date: 07/11/2024

  On 7/9/24 we responded to the user via ticket #******** with,
  
  "Hi there,
  
  Thank you for reaching out to us. We have reviewed your message and understand that you have requested a copy of the data associated with your Discord account.
  
  Please note that we have initiated a Data Package request on your behalf. Please note that requesting your data may take up to 30 days to process and deliver.
  
  For more information regarding the types of information included in your data package, check out this article: Your Discord Data Package. Additional information on the process of requesting your Data Package can be found here: Requesting a Copy of your Data.
  
  We hope this information has been helpful.
  
  Sincerely,
  Discord Privacy Team". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21943222
  
  I am rejecting this response because:

  This response is completely off-topic. I do not have archive data because they require 30 days to give it to me. I asked for access to my account because their 2FA system locked me out of my account after I got a new phone and computer. I need Discord to either provide working backup codes or disable the 2FA and I have to create a new account to gain access to my account. Before I contacted BBB, Discord offered to delete my account on my behalf when they previously said they were unable to access my account.

• Initial Complaint

  Date:07/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On aprox june 28th, a friend of mine got their discord account hacked. The account was reported to discord. No action was taken from discord.On june 30th the hacker was mesaging me and other friends from the hacked account trying to get us to click on a malicious link. The hacked account (that was still not locked) and the hackers accociated accounts were reported to discord. Discord still havent taken any action by locking any of the accounts.On July 4th, me and other friends received non consentual explicit content of the victim from the hacker as a ****** attempt. Once again on discord. As before, we reported and discord staff hasnt taken any action and is allowing this to happen without reprecussion.I added a censored version of the unconsentual explicit content that was sent to me by the hacker (Ive received consent from the victim to provide you with the censored version)

  

  Business Response

  Date: 07/09/2024

  As of 07/09/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21942790
  
  I am rejecting this response because:

  The account under the username (fafda32dsfadsf) was hacked. The hacker sent me mesages wanting me to get ahold of the victim in order to try and extort her further through the hacked account. (Screenshots above). I reported the mesage at that time. A different account by the username of (notd4length1233) joined mutual chatrooms and tried to extort her through there as well (got him kicked from the chatroom, reported and blocked him. not sure if hes changed usernames since then)

  After when he realised that he wasnt getting his extortion he renamed the victims account, and deleted the mesages of him trying to extort her.

  3 days later he mesaged me from a different account (fishmaann) with **** pictures of the victim that he had plenty of time to digg up because of discords lack of action when me, the victim and other friends were all reporting to discord that the account was hacked and access needed to be revoked asap.

  This time his mesage stated "i would like to expose someone you may know" icluded screenshots of nudes and sensitive conversations from the victim.

  I reported that mesage too and yet once again... no action from discord. I know both the first and last mentioned offending accounts are still active as their still changing usernames and profile pictures regularly. Not sure about the seccond one as he is on my blocked list.

  Attached u will find screenshots of the conversations

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/11/2024

  As of 7/11/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The offending mesages have been taken down. Thank you

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to Discord support regarding a data breach on my account, it being hijacked, and they have wholly refused to assist me with any and all reports or tickets. This has left the hijacker to run rampant on their platform and revenge **** me to every contact my old account can reach, which is very illegal and unsafe. I have had to open a police report locally and report this to my local cybercrime division, as Discord refuses to provide any support or a full account deletion and lock to prevent any of this. Police report number is in the account/order/tracking number section of this BBB report. I have been a longtime user of ********************** as a platform, but this level of disregard for the health, safety, and security of not only their members, but of the platform itself, is appalling and unfortunate.

  

  Business Response

  Date: 07/09/2024

  On 06/29/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  It appears that the email you are writing in from was not originally associated with the account. In order to verify that you originally owned the account, we need you to file a new ticket and write to us from the email address previously linked to the account in question.
  
  You can provide the new ticket ID in your response to us so that you do not need to wait more to get your new ticket reviewed. Your new ticket ID can be found in the top left of the email you receive after you create your ticket.
  To reiterate, create a new ticket with the original email associated with the account and not from the email you are currently writing in from.
  
  If you have already submitted a ticket with the original email, please continue to be patient with us and a team member will get back to you when they can. Unfortunately, we cannot give you an estimated time of response, but our team is actively working on these requests.
  
  Please note that sending multiple reports hampers our team's investigation into your report and slows down how quickly we can help other users.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21942749
  
  I am rejecting this response because:

  I have sent multiple tickets regarding this URGENT matter, one at least from both the email that WAS attached to the account, ************************ and one from the email that I am submitting these BBB reports on, my main email which wasnt compromised. I have to use this email now for security reasons because my hijacker and revenge **** stalker has compromised the original email on my account!!! ********************** continues to give me the run around or immediately close tickets, and as a result of this level of flippancy to copy/paste instead of resolving a sensitive issue it has resulted in me being revenge porned when they could have totally closed the account, banned ALL functionality, and prevented this before it happened if they had responded to me in a helpful manner. I wholeheartedly reject this copy/paste response from Discord Trust and Safety, and I would like to consider legal and media action for the damages if they cannot adjust. 

  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/11/2024

  On 06/29/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  It appears that the email you are writing in from was not originally associated with the account. In order to verify that you originally owned the account, we need you to file a new ticket and write to us from the email address previously linked to the account in question.
  
  You can provide the new ticket ID in your response to us so that you do not need to wait more to get your new ticket reviewed. Your new ticket ID can be found in the top left of the email you receive after you create your ticket.
  To reiterate, create a new ticket with the original email associated with the account and not from the email you are currently writing in from.
  
  If you have already submitted a ticket with the original email, please continue to be patient with us and a team member will get back to you when they can. Unfortunately, we cannot give you an estimated time of response, but our team is actively working on these requests.
  
  Please note that sending multiple reports hampers our team's investigation into your report and slows down how quickly we can help other users.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.
  

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The server, .gg/njrp has restricted their members to no inappropriate content inside discord, outside discord such as snapchat. If anyone is caught doing so they will be banned. This should not be allowed, and is not right.

  

  Business Response

  Date: 07/23/2024

  On 7/4/24 we responded to the user via ticket #******** with, "The best way to report abusive behavior is through the Discord App. This ensures that our Trust & Safety team has all the information necessary to investigate, and greatly speeds up how quickly we are able to process your report,".
  
  The ticket is now closed.

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have always adhered to Discord's community guidelines and terms of service, and I believe my account has been mistakenly restricted. I respectfully request a thorough review of my account and the associated restrictions. It would be greatly appreciated if you could provide a clear explanation of the reasons behind these limitations and consider lifting them, as they are adversely affecting my ability to utilize Discord for legitimate and constructive purposes.

  

  Business Response

  Date: 07/09/2024

  On 07/09/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord has temporarily limited your account for violating our Terms of Service or Community Guidelines. Weve reviewed and confirmed this violation.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account or to see the remaining duration of the limitation, please refer to the account standing page under your account settings. Please keep in mind that future violations may result in further limitations, including the permanent deactivation of your account.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord falsely banned my account over a stated reason that doesn't even make sense. They claim one of the Discord servers I was in was accused of "Fraud". The server in question had absolutely nothing to do with fraud. No further explanation was provided. I could not even get a human to look into my appeal.I've spent over $300 on Discord, including years of Nitro subscriptions.That Discord account had years of my life. It had all my friends, all my connections. It had all my memories, including the memory of how I met my girlfriend and the time I've spent with her. All that is gone now, due to a wrongly applied ban by an automated system.This has been incredibly depressing and stressing. Losing my Discord account has effectively removed me from a lot of my friends and social circles. It's sad to see this is how Discord treats its userbase.I have not been able to get in contact with a real human to look into my case. I just want a real human to look at my appeal, so they can understand that this was a false ban over false reasons. I just want to have my Discord account and my life back.

  

  Business Response

  Date: 07/09/2024

  As of 07/09/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord appears to have said that I have broke their guidelines 94 days ago (around March 30th) which I have just recieved and known about today on 7/2/2024.I would like to know what I have done wrong and more explanation about the guidelines I broke and which message broke the rules. If possible, I would like this to be removed from my account's ********************************* has not yet replied to the problem.

  

  Business Response

  Date: 07/09/2024

  On 07/10/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord has temporarily limited your account for violating our Terms of Service or Community Guidelines. Weve reviewed and confirmed this violation.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account or to see the remaining duration of the limitation, please refer to the account standing page under your account settings. Please keep in mind that future violations may result in further limitations, including the permanent deactivation of your account.
  
  Sincerely,
  Discord Trust & Safety". 
  
  The ticket is now solved.

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because there was an age issue in my account, I went to the official website to apply for an age change, and also attached my identity document. The subsequent message I received was that the official had solved the age change issue for me, but when I tried to log in to my account later, it still showed that I was suspended. I tried asking the official again but they didnt give me any reply.

  

  Business Response

  Date: 07/09/2024

  We are currently experiencing a higher than usual ticket volume. As of 07/09/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:07/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account has been stolen and illegally sold. The account was hacked into, and the email and phone number associated with the account has been changed. I am the original owner of the account, and this is the original email on the account.The account has been confirmed to still be in use by the hacker and/or the person who bought the account from the hacker, still to this day.This issue has been ongoing for weeks, starting on June 11th. To this day, I still not have received a human response at all, as the only responses appear to be coming from AI and bots.This is against their own Terms of Service, but I am constantly being told that there's nothing that they can do about it.I have opened numerous support requests at this point, and they keep closing them without resolution.As such, the issue here is that Discord is allowing my account with my information to be stolen and bought by an unknown person.

  

  Business Response

  Date: 07/02/2024

  We are currently experiencing a higher than usual ticket volume. As of 07/02/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21929609
  
  I am rejecting this response because: The issue has been open for 3 weeks and no human response has been received. I am merely asking to have my account restored to me. It would appear that no effort has been made towards this end so far.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/09/2024

  We are currently experiencing a higher than usual ticket volume. As of 07/09/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21929609
  
  I am rejecting this response because: The issue is still ongoing. Also, they are not running into more traffic than usual - they are merely understaffed and attempting to use AI (unsuccessfully) to reduce their workload. What they need to do is increase their headcount.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a discord account that i created in 2020 so I can chat with my friends. Around 2022-2023 I didnt use it as much. I had met a friend and they became my best friend and they knew my gmail password. When I stopped being friends with them I had changed the password to every account including Discord. In April of 2024, my friend passed away. I went to Discord so I could get pictures and videos of us together. Only to be greeted with a 2FA code. My ex best friend reset my Discord password and added 2FA. The emails were deleted. I went back to my laptop and thought i had added it. I was logged out after updating Discord. I have contacted Discord a few times and they suspended my account but it is not deleted. I submitted another support ticket and they havent responded. I can prove its my account as my mom has bought me nitro. I have bought it at one point too. The account name is **************.

  

  Business Response

  Date: 07/02/2024

  On 06/19/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for MFA.
  
  If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.
  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21922487
  
  I am rejecting this response because:

  I do not understand how you cant remove MFA. I can provide you with proof that this is my account. I have bought Nitro and can confirm with my ID and as my mom has bought me Nitro , she can confirm too.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/09/2024

  On 06/19/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for MFA.
  
  If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************