A frozen account refers to an account that has been deactivated by Neopets, either through Neopets Team action or by the user themselves. During the freezing process, all associated pets, items, and access to the account are suspended. If an account is frozen by the Neopets Team, users cannot log in, transfer pets, or make use of other account features until it is either unfrozen or purged. The frozen account status is communicated by a specific message on the user lookup.
Purged Accounts
After an account is frozen for 18 months, it may be purged from Neopets’ servers. This process permanently deletes all associated data, including pets and items, and the account cannot be recovered once purged. While rare, the last purge occurred in 2012. A new purge was announced for October 2024, which will delete long-term inactive accounts.
Purged accounts show a different message on the user lookup, indicating the deletion of the account’s data. The pet names and username may be available for recreation, but since purging puts strain on the servers, it’s not a common event.
Freezing an Account
If you want to freeze your own account, you must do so intentionally, and it can only be reversed through Neopets Support. Freezing your account does not free up your username or pet names for future use. It is a serious step, and users are advised to only proceed with freezing if they are absolutely sure.
If you freeze your own account, it cannot be reversed quickly, and users should consider a hiatus instead of a full freeze if they plan to return to Neopets later.
How to Check Your Frozen Account
If your account is frozen, there are several ways to check on the status of your pets and items. First, you can use the pet transfer method. This method allows you to attempt a pet transfer from a side account, where pets from your frozen account will be displayed. You can also check your Neocash Transaction Log, which remains accessible if your password has not been changed.
To view your gallery, you can also replace your username in this URL: https://www.neopets.com/gallery/index.phtml?gu=your_username_here. This will display your gallery even if your account is frozen.
Reasons for Freezing Accounts
There are several reasons why Neopets might freeze an account, which include:
- Compromised Account: Suspected hacking or unauthorized access.
- Scamming or Autobuying: Involvement in cheating, restocking exploits, or scamming other users.
- Inappropriate Content: Violating Neopets’ content guidelines.
- Multiple Account Abuse: Violating rules about having multiple accounts.
- Referral Abuse: Improper use of referral programs.
- Suspicious Activity: Unusual behavior patterns that suggest a violation of the terms of service.
If your account is frozen for a suspected infraction, Neopets will likely notify you with an explanation upon logging in.
How to Recover a Frozen Account & Log a Support Ticket
To recover a frozen account, you must file a support ticket here https://classic.support.neopets.com/hc/en-us/requests/new. The recovery process may take a long time due to the volume of tickets Neopets receives. When filing a ticket, it is important to provide information that only the true account owner would know, such as:
- Your original email address.
- Previous passwords.
- Account creation date.
- Any relevant Neocash transactions.
- Specific details about your activities before the account was frozen.
If you don’t know your original email address or have trouble finding it, you can provide as much information as possible to verify your identity. Be patient and refrain from submitting multiple tickets for the same issue, as this can delay the process.
What Information to Include in a Neopets Support Ticket
To file a support ticket on the Neopets Classic Support page, you will need to provide the following information:
- Your email address: The email associated with your Neopets account or the one you want to contact support with.
- Neopets Username: The username of the account you’re writing about. If you have multiple accounts, create separate tickets for each.
- Neopets Category: Select the relevant category, such as “Frozen Account Appeals” if your account was frozen and you’re appealing.
- Original Ticket #: If you’re appealing a previously submitted ticket, enter the original ticket number here.
- Subject: A brief title for your request.
- Description: Provide the details of your request or issue. Be clear and concise, outlining the problem you’re experiencing and any relevant context.
- Email Used to Create Account (optional): If different from the email you’re submitting the ticket with, enter the email you originally used to register your Neopets account.
- Registered Date of Birth (optional): Your in-game birthdate (you can find this in the account settings).
- City/State Account Created (optional): The location where you created your account, such as the city or state.
- Last Access to Account?: Indicate the last time you accessed your account, or select “Lapsed” if you no longer have access to it.
- Lapsed: Not Applicable: This option is only relevant if your account has lapsed.
- Was your account created greater or less than one year?: Indicate whether your account was created more than a year ago or not.
- Attachments (optional): If necessary, you can attach any supporting documents, screenshots, or other files relevant to your ticket.
Make sure to provide as much information as possible to ensure a quicker and more accurate response from Neopets support.
What to Do While Your Account is Frozen
While waiting for your account to be unfrozen, you can continue playing Neopets on a side account. Neopets does not prevent you from using a second account while your main account is under investigation. Once your account is unfrozen, you are expected to consolidate your activities to just one main account.
Ticket Response and Further Actions
Neopets’ support response times for frozen accounts can vary. It may take anywhere from a few days to several months for your ticket to be addressed. While waiting, you may receive requests for additional information. Be sure to respond promptly to prevent delays.
You should not attempt to contact Neopets Support via other means like social media, unless it’s a last resort, as such messages are often not as effective.
If your account is not unfrozen after you’ve provided the necessary information, you can ask Neopets Support to review the case again. Make sure to explain thoroughly any actions you took leading up to the freeze to help them understand the context.
Important Notes:
- Avoid multiple ticket submissions.
- Only respond to the ticket assigned to you.
- Ensure the original email address is accessible if possible.
By following these steps, you’ll improve your chances of successfully recovering your frozen account.
