Unban requests

Banned players can ask your team to lift the ban. Modhelm enforces clear waiting times, rejects early requests automatically and keeps the whole conversation in one place. Unban requests always go to the team of the game, also when you use the moderation service.

The rules

The defaults work like this:

1. The first request is possible 30 days after the ban started.
2. After the first rejection, the next request is possible 90 days later.
3. After the second rejection, the next request is possible 180 days later.
4. After the third rejection, no further request is possible for this ban.

Other rules that always apply:

• There has to be an active ban. Expired or lifted bans cannot be appealed.
• Only one open request at a time per ban.
• A request that comes too early is rejected automatically and does not count as an attempt.

You can change the numbers under Settings > Appeals: the days before the first request (0 allows a request right away), the number of attempts per ban and the waiting time after each rejection. The page shows a preview sentence such as "First request 30 days after the ban, then after 90 days, then after 180 days, then never again."

How players send a request

In Discord

Players type /appeal or press the button on the unban request panel. This only works if their Discord account is linked to their Roblox account through verification. If not, the bot sends them to the portal instead.

In the portal

At modhelm.com/g/<your-slug>/appeal, or /appeal on your own domain:

1. Sign in with Roblox. This proves the banned account is really theirs. Modhelm only receives the Roblox ID, username, display name and picture. Roblox sign in is only available for accounts of people aged 13 or older.
2. Sign in with Discord. Updates about the request are sent by direct message.
3. Write the request: why the ban should be lifted, at least 50 characters. Your extra questions follow.
4. Consent: the player agrees that the request, the Roblox account and the Discord account are shared with the team.

What players see

Before the form, the page shows the ban: type, reason, start and end date. Then one of these states:

Every request has a status page at /status/<id> in the portal. It shows the attempt number ("Request 2 of 3"), the current state (sent, under review, accepted, rejected, not possible yet), the message from the team if there is one, the ban it is about and, after a rejection, the date from which a new request is possible.

Players also get a direct message on Discord on every status change, as long as their DMs from server members are open. After an acceptance the message explains that it can take a few minutes until they can join the game again.

Automatic rejections in Discord

When someone uses /appeal too early, the bot answers privately: "An unban request is only possible 30 days after the ban, so from {date}." The attempt is saved with the reason "too early" so the team can see that the player tried, but it does not count.

What the team gets

Each request is posted in the unban requests channel and listed under Appeals in the dashboard, with everything needed to decide:

• the player's profile and account age,
• the current ban with reason, duration and who issued it,
• all priors,
• the reports behind the ban with their evidence,
• notes,
• the player's text and the answers to your questions,
• "Request x of y".

Deciding

1. Click Accept or Reject under the card, or decide on the request page in the dashboard.
2. Optionally write a note. For a rejection, the note is shown to the player as "Message from the team" on the status page, so keep it short and polite.

What happens:

• Accept revokes the punishment, sends active: false to Roblox for every game the ban covered, writes the audit entry and messages the player.
• Reject sets the date of the next possible request based on your rules and messages the player.
• A request that nobody decides stays open. Nothing happens automatically after a while, so keep an eye on the list.

Only moderators and admins of the server can decide. Staff of the moderation service never sees unban requests.

Settings

Under Settings > Appeals:

• Accept unban requests: turn the feature on or off. When off, /appeal and the portal page explain that requests are closed.
• Waiting times: first request, attempts per ban, waiting time after each rejection.
• Extra questions: up to five.
• Post the panel: puts a button in a channel banned players can still see, for example a public lobby channel.