PlaySafe ID appeals process
We’ve listened to player feedback regarding appeals, and as a result PlaySafe ID has developed an effective set of safeguards to ensure we do not blacklist false-positives; and that enables any player to challenge a penalty to their account.
Log in to your PlaySafe ID account and click “appeals” in the left-hand navigation. You will then be able to create a ticket.
Select the penalty you wish to challenge, provide any evidence or information you have, and wait for a decision.
Appeals process
How we make decisions on appeals
Evidence
Game developers use anti-cheat in their games. These anti-cheat solutions work in two core ways: Logic based and heuristic models. Depending on the violation, the anti-cheat gives the developer and PlaySafe ID a status code. This code tells us what was detected.
Logic based anti-cheat is 100% effective and doesn’t generate false positives. Heuristic models essentially look for patterns and are more philosophical in nature. They can either be more strict or more relaxed, and as a result can generate false-positives.
PlaySafe ID will not overturn any logic-based status code.
Heuristic based codes will be evaluated based on the game, the nature of the offence, and the trust score that we have generated for that ID.
Trust score
PlaySafe ID have created a trust score for every single player. This is built up based on the number of accounts you have connected, how long you’ve connected the accounts for, how many play sessions you’ve used your ID in, and the cumulative time you’ve spent gaming with your ID.
A higher trust score is important, especially if you receive a heuristic-based penalty.
Example:
Let’s say you’re playing CoD without cheating and you get caught speed hacking. This could be because the game has a heuristic rule that catches any character moving faster than should be possible. Unfortunately, you just jumped off a building, landed on a fence, and it accelerated your character in a way that shouldn’t have been possible.
You appeal the decision with PlaySafe ID, and we look at the status code. Speed hacking in CoD is less common and pretty unusual.
You also have 5 game accounts connected with us and you’ve played for a few years without any issue.
We would likely overturn this decision and re-validated your PlaySafe ID. However, your account would be put on a watch-list, so if you’re caught again, we’re unlikely to reinstate your ID again.
The only way to truly keep cheaters, hackers, and bots out of games - and to stop anyone being tempted to try cheating - is to have a penalty that is so severe as a perma-ban. We understand the severity of this, which is why we’ve put these safeguards, systems, and appeals process in place.
The simple fact is this; don’t cheat, hack, bot, script, or use any kind of software or hardware to gain an unfair advantage over other players. Load the game and play the game, the same way everyone else is. Have fun, and do so in the knowledge that everyone else is also playing by the rules. Do this, and you will be fine.