Account Review and Appeal Process

Luma has automated systems in place to keep the platform safe for hosts and guests. These systems help protect hosts from having their events disrupted and guests from scams, spam, and other harmful content.

If our systems detect activity that may violate our Terms of Service, your account or calendar may be placed under review. You'll receive an email notification and have the opportunity to submit an appeal.

Types of Account Review

User Account Review

Your Luma account has been flagged for suspicious or unusual activity. This could include promotion of illegal content, harassment, or spam-like behavior. While under review, you may be restricted from certain actions like creating events.

You'll receive an email with a deadline to respond. If no appeal is submitted or approved by that deadline, your account will be suspended.

Calendar Email Block

Email sending has been suspended for a specific calendar due to high bounce rates or spam complaints. You cannot send event invitations, newsletters, or other emails from that calendar until the issue is resolved.

You can see this status on your Manage Calendar page on web, or in the notification email you receive.

How to Submit an Appeal

For User Account Review:

1. Check your email for a message titled "Your Luma Account Is Under Review"
2. Click Submit an Appeal in the email
3. Provide additional context explaining your situation
4. Optionally, verify your identity to strengthen your appeal
5. Submit and wait for review

For Calendar Email Block:

1. Go to your Manage Calendar page or use the link in the notification email
2. Click Submit an Appeal
3. Explain how you built your contact list and audience
4. Describe your plan to maintain good email practices going forward
5. Submit and wait for review

What Happens After You Appeal

Once you submit an appeal, you'll see a confirmation that we've received it along with the date. Our team will review your appeal and you'll receive an email notification once a decision has been made.

If your appeal is approved:

• User Account Review: Your account will be restored to good standing
• Calendar Email Block: Email sending will be restored for that calendar

If your appeal is not approved, your account or calendar will remain in its current state. You can reach out to [email protected] if you have additional questions.

Tips for Your Appeal

The more context and information you provide, the better we can evaluate your situation. Be specific about your circumstances and respond promptly - appeals submitted before any deadline have better outcomes.