What a temporary restriction means
A temporary restriction may affect access to the entire account or only individual features. Depending on the reason, it may affect, for example, signing in, publishing or editing listings, sending messages, reviews, payments or other account features.
The exact scope is indicated by the message displayed and the features currently available. The term temporary does not mean that every restriction has a fixed or identical duration. The duration may depend, among other factors, on the cause, a required review and the information needed to clarify the matter.
Possible security reasons
A restriction may be imposed to protect the account or the platform if unusual technical activity or behaviour is detected. Examples may include:
- numerous failed sign-in attempts,
- sign-ins or access that deviate from the previous usage pattern,
- indications that sign-in details have been compromised,
- unusual changes to account or profile details,
- automated or very rapid repeated actions,
- suspected spam, phishing or other misuse.
The existence of a restriction does not automatically prove that misuse has actually occurred. A security review may also be carried out as a precaution.
Possible breaches of rules or third-party rights
An account may be restricted if listings, messages, profile details, images, reviews or other content are suspected of breaching the General Terms of Service, incorporated usage rules, legal requirements or third-party rights.
Possible reasons may include:
- misleading, incomplete or unlawful listings,
- duplicate postings or repeated postings that constitute misuse,
- offensive, discriminatory, threatening or harassing messages,
- spam, unauthorised advertising or fraudulent contact attempts,
- unauthorised use of images, names, trademarks or personal data,
- manipulation of reviews or other platform features,
- circumvention of a previous restriction.
A report by another user does not by itself always result in action. Depending on the circumstances, the available information may be reviewed and further details requested.
Payment, fraud and verification issues
Irregularities relating to paid add-on services, failed or reversed payments, inconsistent payment details or suspected fraud may trigger an additional review. In this context, a restriction does not automatically mean that criminal conduct has been established.
Missing or inconsistent account details, or details that still need to be reviewed, may also play a part. For a business account, this may concern company, representation or authorisation details in particular. Submit payment, identity or company evidence only if it is specifically requested and a suitable submission method is provided.
Legal, regulatory or security-related reasons
A restriction may be necessary to take account of legal obligations, orders from authorities or courts, third-party rights, or the security and integrity of the platform. In such cases, the information that can be disclosed may be limited for legal or security reasons.
An error message may also be caused by a technical fault without any moderation or security measure actually applying to the account. Therefore, check the exact wording of the message and whether only a particular browser, device or individual feature is affected.
Check notices and emails
Read the message displayed on the platform in full. Also check the inbox for the registered email address, including the spam and junk folders, for messages from suchen.expert.
Pay particular attention to:
- the account area affected,
- the stated reason, where disclosed,
- required steps or follow-up questions,
- any reference number,
- information about a possible response or review.
Open links only if the message was expected in connection with your account. Check the sender’s domain and the link destination. A visible sender name alone does not establish that a message is genuine.
Distinguish a restriction from other access problems
An account restriction is not the same as an activation that has not yet been completed, a forgotten password or an ordinary sign-out. A new activation link or a password reset does not automatically lift a restriction.
If the account status is unclear, read Can I have my account reactivated?
For a forgotten or potentially compromised password, follow How do I reset my password?
If only sign-in is failing and no restriction is displayed, follow What can I do if I can't log in?
Secure your email account and sign-in details
If you suspect unauthorised access, first secure the email account linked to suchen.expert. Change its password through the email provider’s official website, check the recovery details and forwarding rules, and use additional sign-in verification there if it is offered.
If your account uses an email address and password, then reset the suchen.expert password. If an option to review or end other sessions is displayed, you can use it to end unrecognised sessions. However, changing the password or ending sessions does not guarantee that an existing account restriction will be lifted immediately.
Never share passwords, full activation or recovery links, PINs, TANs or one-time confirmation codes with anyone else or with support.
Signing in with Google
For a personal account, signing in with Google can serve as both registration and activation. If this account is affected, use Google’s official features to check whether the correct Google account was selected and whether there are indications of unauthorised access to it.
Change a Google password only through the official Google website or app. Do not disclose Google sign-in details or confirmation codes to suchen.expert. Securing the Google account does not automatically lift a restriction on suchen.expert.
Signing in via Facebook or Apple is planned for the future. Neither option’s availability nor a specific launch date is promised. They therefore cannot be assumed to provide alternative access that can be used to circumvent a restriction.
Special considerations for a business account
For a business account, a person authorised to act for the company should contact support. Provide the company name, the registered business email address, your role and, where applicable, the affected listings.
Changes to management, employees, legal form or company name may require additional checks. Do not transfer the account by sharing the password, access to the email account or security codes.
If the restriction is connected with an intended account or data transfer, follow Can I transfer my listings and personal data to another account?
No replacement accounts or attempts to circumvent a restriction
Do not create a new personal or business account to circumvent the restriction. Do not republish the affected content through another account or ask another person to do so for you.
Also avoid numerous repeated sign-in, activation, password-reset or contact attempts. Such repetition does not speed up a review and may make the technical or security assessment more difficult.
Request another review
If you believe the restriction is incorrect or want to explain additional circumstances, use the contact form. Also follow the guidance in the displayed message or any email that you have received.
Describe the matter objectively and, where possible, in chronological order. The following information is helpful:
- the registered email address,
- the account type,
- the profile name and profile link,
- the company name for a business account,
- the date and time when you became aware of the restriction,
- the exact wording of the message,
- the IDs or links of affected listings,
- any reference numbers,
- specific facts that should be considered during the review,
- security or corrective steps already taken.
Separate facts that you know for certain from assumptions. Do not submit multiple requests about the same matter unless there is new relevant information.
Submit evidence only when relevant
Attach only documents that are required for the specific matter. In screenshots, obscure passwords, security codes, full activation or recovery links, payment details and unnecessary personal information.
Do not send copies of identity documents, bank documents, registry documents or other sensitive evidence unless asked. If evidence is required, follow the specific request and use the designated secure submission method.
Information about the processing of personal data can be found in the Privacy Policy.
Review outcome and duration
Support can review the available information, the account status and the applicable rules. This does not guarantee that a restriction will be lifted, shortened or changed to a particular measure. You should also not assume a fixed processing or reinstatement period.
Depending on the outcome, the restriction may be lifted, maintained, adjusted or, where the relevant conditions are met, replaced by another measure. Where applicable, you will receive a notice about the outcome and possible next steps.
Distinction from permanent deletion
A temporary restriction does not automatically amount to account deletion. However, if an account has been permanently deleted or the user relationship has been validly terminated, restoration may no longer be possible.
Information about the requirements and consequences of deletion can be found in How can I permanently delete my account? Do not delete the account prematurely if you merely want to clarify an existing restriction.
