Members Randomly Getting Banned.
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Bug Fixed
ZOD_010 12th Sep 2016

Joined: 7th Aug 2015
Rank: --
Posts: 2068
Likes 580



Iclans, 

Over the coarse of the last few days, we have received random reports from random members in our community getting error codes when trying to access our website. It turns out these members have been banned for no good reason. In fact, no reason at all that would merit any sort of banishment from our community. Several members of our leadership team have reached out through the appropriate channels and opened up a ticket to try to resolve this issue. 

A few days have past and we are starting to receive notice from more members being banned. When contacted by your support team, you guys gave various different reasons why this "could" potentially be happening. The reasons given were these members were either spamming or had violated the rules with some sort of "porn" use on the site. (We have pictures of that conversation). None of those members who were banned violated any such rule or spammed the website. 

Iclans has been our home for 2 years. We have a community over 1000+ members across the globe and have recommended your services to many people who now host communities on your site. We pay for the top service you guys have to offer. This is an inconvenience that is unacceptable. We have opened up a ticket and have gotten different responses but no definite answer. And quite frankly our patience is starting to wear thin. We need this matter resolved. 

Like i stated, our site provides the home for over 1000+ gamers from all across the globe who heavily depend on the site. And with an expansion being released next Tuesday, we can not have members be cheated out of their experience due to some technical issues on your end. We need this address with great precedence. 

ZOD, xAx Director of Operations. 


Goobersporsche 12th Sep 2016

Joined: 23rd Jan 2016
Rank: --
Posts: 253
Likes 156



Hi iClans,

As professional host for web pages across a large number of gaming communities I find the above hard to swallow. I would have expected at the very least a more structured and formal response system with very clear and acceptable SLAs. This is a service that we pay for not a freeware that's available to any person trying to run a start up clan.

Your general "glitches" and web design weaknesses are generally overlooked because as whole the service you provide is good. The above and the lack of urgency and communication is not something that could or should be over looked. I think as a service provider that you need to have a good hard look at whats going on in the background.

We can not be the only clan experiencing these issues with yourselves and this sort of response can only cause your patron to start looking at alternatives.

You really need to work on the resolution on this issue and your ongoing support processes as they are not at an industry standard right now.

Regards

Goober
xAllegiancex Ambassador
[Admin]Arnulfo 13th Sep 2016

Joined: 21st Sep 2015
Rank: Moderators
Posts: 768
Likes 125



Hello,

Please list all of the IPs so that we can whitelist it.

Thank you again and we apologize for this,


Thank you again for using iClanWebsites!

Arnulfo,
Customer Care

Rich00p 13th Sep 2016

Joined: 4th Nov 2015
Rank: --
Posts: 285
Likes 165



Guys, both myself and Zod have forwarded these IP's to Jan as soon as they were gathered, all that happens is the user has gone from being banned to receiving re registration emails and 403 'forbidden' errors when attempting to log in. Try replicating it on your end with a static IP and see what happens.


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[Admin]Arnulfo 13th Sep 2016

Joined: 21st Sep 2015
Rank: Moderators
Posts: 768
Likes 125



Hello,

Can you try and login now?

Our developers have already removed the IPs on our system, can you clear your cookies and cache and refresh then login?

Let us know how you get on with it.


Thank you again for using iClanWebsites!

Arnulfo,
Customer Care

RobotBuilder205 15th Sep 2016

Joined: 17th Aug 2016
Rank: --
Posts: 101
Likes 4



Hi iclans,
are you seeing ADMINS banned?


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The fast majority of space :-)

RobotBuilder205 15th Sep 2016

Joined: 17th Aug 2016
Rank: --
Posts: 101
Likes 4



P.S. i'm not


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The fast majority of space :-)

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