Server Assistant📨 Ban appeals
A ban shouldn’t be a silent door-slam. With ban appeals switched on, anyone you ban gets a DM explaining exactly why — and an invitation to put their case in a single reply. That reply opens a tidy appeal ticket for your staff, with one-tap Unban, Deny and a set of context buttons right there in your log channel. No digging through audit logs, no per-incident channels, no “did you get my appeal?” chasing.
This page walks the whole flow, shows the free vs Premium difference, and covers the one important exception: a ThreatNet auto-ban, which is silent by design.
It’s automatic once it’s on. Ban appeals are controlled from
/settingsand are on by default. There’s nothing for a banned member to install or learn — they just reply to the DM.
Things on this page are tagged so you know what you’re looking at:
FREE available on every plan · PREMIUM needs a Premium plan · ADMIN requires staff with the ban capability
Step through an appeal
Use Next › and ‹ Back to walk the flow, from the ban DM through the member’s reply, the staff ticket and its buttons, the optional Premium back-and-forth, and the outcome.
The member is told why. The banned member gets the exact reason and is invited to appeal by replying to the DM — there's no button to find, just a reply. If no reason was recorded, the DM reads “No reason was provided.” If their DMs are closed the bot simply can't reach them, and the appeal can't start.
One reply, submitted. They reply once and the bot confirms it's gone to the staff team. They can't spam it — a second reply just gets “📩 Your appeal is in with the staff team — you'll get a message here if there's an update.” On the free plan this single reply is the appeal; on Premium the bot can ask a short follow-up first (see step 5).
The ticket. The appeal lands in your log channel with the member's words, their ID and the original ban reason. ✅ Unban lifts the ban and DMs the member the good news; 🚫 Deny closes the appeal and tells them the ban stands. 👤 Info, ⚠️ Warnings and 📝 Notes pull up the member's history right there — privately, just for you — so you decide with full context. 📨 More info is Premium (step 5). Only staff with the ban capability can press any of them.
🔎 Research AI. Press 🔎 Research and the bot writes a short, private assessment of the member's most recent cached message — a few bullets to help you weigh the appeal. It's opt-in: it runs (and costs AI only) the moment you press it, never before. If nothing was cached — they hadn't spoken recently, or the bot restarted since the ban — it says so rather than guessing.
📨 More info PREMIUM. Not ready to decide? On Premium, 📨 More info opens this short form. Type a question, the bot DMs it to the member, and the ticket pauses — “this card is paused; a fresh one returns when they reply.” Their follow-up reply doesn't count against the one-reply limit, and a fresh ticket comes back the moment they answer. If their DMs are closed the appeal simply stays open in your channel.
Multi-round appeals PREMIUM. With guided multi-round appeals on, the bot can ask one or two short follow-up questions before passing the appeal on — gathering the full picture so a one-line “sorry” becomes something your staff can actually act on. The AI only facilitates: it never decides the outcome. When it concludes, staff get the full back-and-forth plus a short, neutral summary of the member's case.
The outcome. Whatever staff decide, the member hears back in their DMs — an approval comes with the unban and a nudge to read the rules; a denial says the ban stands. No chasing, no follow-up tickets.
Free vs Premium
Ban appeals are free on every plan — the reason DM, the single-reply appeal, the staff ticket and its Unban / Deny / Research / Info / Warnings / Notes buttons are all included. Premium adds the guided, conversational layer.
On by default. A banned member is DM'd the exact reason and invited to send one reply, which opens a staff appeal ticket in your log channel. Staff get one-tap ✅ Unban and 🚫 Deny, the 🔎 Research AI report (opt-in — costs nothing unless pressed), and 👤 Info, ⚠️ Warnings and 📝 Notes for context. Only staff with the ban capability can act on it.
Adds a short, AI-facilitated back-and-forth: instead of taking a single reply, the bot can ask one or two clarifying follow-up questions to gather the full picture, then hands staff the whole conversation with a neutral summary. The AI only facilitates — it never decides the outcome. Premium also unlocks the 📨 More info button, so staff can ask the member a question mid-appeal without spending the member's one reply.
“Why was I actioned?” Separately, on Premium, the DM a member gets for a warning or other action (not a ban) carries a ❓ Why was I actioned? button. One tap and the bot writes them a short, plain-English explanation of what the action was for — heading off a lot of confused replies to your staff.
The exception: a ThreatNet auto-ban
There’s one ban that does not trigger any of the above. When ThreatNet auto-protect (a Premium safety net) bans an account on join because it has a serious, corroborated abuse history across other protected servers, that ban is silent:
- the member is not DM’d a reason, and
- no appeal ticket is opened in your log channel.
This is deliberate, and it’s disclosed in our Privacy Policy. A ThreatNet auto-ban is an automated, cross-server decision — so it is not appealed through the in-server flow on this page. Instead, it remains contestable via the web portal, where the affected person can challenge the automated decision and manage their profiling preferences.
It’s contestable, not unappealable. A ThreatNet auto-ban can always be challenged — just through the web portal rather than a ban-appeal DM. See ThreatNet for how the cross-server signal works and what it does (and doesn’t) share.
See also
- Member experience — the welcome DM, verification and every other flow a member sees
- ThreatNet — the cross-server threat network and its silent auto-ban
- Privacy Policy — what’s collected, kept and shared, and how an automated decision is contested