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Understand automatic account restrictions and suspensions
Why Clevera can restrict or suspend an account or workspace, what still works in each case, what happens to your videos and shared links, what you see, and how to ask us to review a decision you think is a mistake.
Clevera runs automated checks to protect its customers and the service from abuse. When they find a problem, an account or workspace can be restricted (most features keep working, but nothing that spends credits) or suspended (no access until it's resolved). This article explains what leads to each, what you see, what happens to your content and how to ask us to take another look.
Why accounts are checked
Every video Clevera makes uses AI, browser time and rendering that cost real money, and some of it reaches other people's websites. Automated checks look for activity that harms other customers, the websites the AI visits or the service itself. When the signs are unclear, the account is restricted rather than suspended, and a person on our team can review it.
Our team can also restrict or suspend an account directly, for example after a report.
What can lead to action
These are the kinds of behavior that can lead to a restriction or a suspension. They all break section 8, "Acceptable use", of our Terms of Service.
| Behavior | Examples |
|---|---|
| Multiple accounts for free credits | Signing up again and again, with different or slightly changed email addresses, to collect more free plans or credits. |
| Using up resources unfairly | Using a free account in a way that costs far more than the free plan is meant to cover. |
| Harmful links and content | Pointing the AI at phishing, malware, scam or impersonation sites, or other content our content policy doesn't allow. |
| Probing or attacking the service | Scanning for weak spots, trying to reach private addresses through the AI, trying other people's videos or workspaces, or flooding the service with requests. |
| Payment abuse | Repeated refunds, or using credits and then asking for the payment back. |
| A temporary email address | Signing up with a disposable email address. |
Ordinary mistakes don't usually lead to action. A link that's refused once, a page opened by accident or a single refund is normal use.
Restricted or suspended
| Restricted | Suspended | |
|---|---|---|
| Sign in | Yes | You're signed out. When you sign in again, you see a page explaining the suspension instead of the app. |
| Open and edit your videos and articles | Yes | No |
| Share links and embeds | Keep working | Shared videos and embeds of a suspended workspace, or of a workspace whose owner is suspended, show "This video has been unpublished." until access is back. |
| Download files you already exported | Yes | No |
| Generate, research, Record with AI, voice-over, captions, translations, assistants | No | No |
| New exports | No | No |
| Invite people or create a workspace | No | No |
| Work already running | Keeps running | Generations, exports, website research and Record with AI runs you started are stopped. |
| Desktop app | Signs in, but can't start paid work | Refused with "This account has been suspended." |
| Support chat in the app | Yes | No: write to [email protected] instead. |
A restriction or suspension can apply to you or to a workspace:
- You: a restricted person is restricted in every workspace they belong to. A suspended person can't use Clevera, but the other members of their workspaces keep their access.
- A workspace: every member is affected while they're in it. If you belong to other workspaces, you can switch to one of them and keep working.
What happens to your content
Nothing is deleted. Your videos, recordings, articles, workspaces and settings stay exactly as they are. When a restriction is lifted or an account is reactivated, everything is there again, and shared links and embeds play again without you republishing anything.
What you see
When you're restricted
You can keep using Clevera. When you try something that spends credits, starts a run, invites someone or creates a workspace, you see:
"Some features of your account are paused while we review recent activity. Please contact us at [email protected]."
You don't get an email for a restriction.
When you're suspended
You get an email, "Account Access Suspended", with the reason and the date. When a workspace is suspended, its owner gets "Team Access Suspended" followed by the workspace name. In the app, the page Your account is suspended (or This workspace is suspended) shows:
- the account or workspace, the reason and when it happened,
- what it means for your content and access,
- Contact support and Sign out buttons, and for a workspace, a button to switch to another workspace you belong to.
The reason is one of these:
| Reason | What it usually means |
|---|---|
| Multiple account violations | Several accounts used to collect free plans or credits. |
| Resource abuse | Use far beyond what the plan covers. |
| Spam or malicious activity | Harmful links or content. |
| Security concern | Probing or attacking the service, or a risk to the account itself. |
| Payment issue | A problem with a payment, or repeated refunds. |
| Disposable email address | The account was registered with a temporary email address. Sign up again with a permanent address, or ask us to move the account to one. |
| Terms of service violation, Content policy violation or Inappropriate content | Set by our team after a review. |
Ask us to take another look
Automated checks can get it wrong. A shared office network, a family computer used by several people, or your own site being refused can all look like abuse. If you think it's a mistake, tell us.
Contact us
- Restricted: use the support chat in the app (see Contact support) or write to [email protected].
- Suspended: click Contact support on the suspension page, which opens an email to [email protected], or reply to the suspension email.
Write from the email address of your Clevera account, so we can find it straight away.
Tell us what happened
Include:
- your account email and the name of your workspace,
- the message or reason you saw, word for word,
- what you were doing just before, for example "researching our own site" or "signing up colleagues from the same office",
- why you think it's a mistake.
Wait for our review
A person on our team looks at your account and what led to the action. If it was a mistake, we lift the restriction or reactivate the account, and everything works again as before. If not, we explain why and what you can do.