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TTChuck wrote:We have new customers signing up every day and using TTB without issues. Additionally, it seems like there were around 30-40 accounts that were impacted out of the hundreds of accounts we have.
The issue with the customers whose accounts were suspended is that a few of them have had their new channels suspended after they were setup. We don't know wy.
If you have the ability to use a different IP address we "think" that may help keep you from being suspended again but we are not sure. Not sure what else to tell you. TTChuck: That is just fantastic that your "New Customers" are not being affected yet by what your "Existing Customers" have had to endure! FYI: 30 OR 40 ACCOUNTS IS A FREAKING HUGE PERCENTAGE OUT OF HUNDREDS "CHUCK"! You mentioned it as if it were no big deal! That is approximately 30 to 40 real human lives that you have Effed up for more than two (2) weeks now! Go ahead and call me a liar "Chuck" I really dont care! However, that is not really an answer to our question, though is it!? Would you please answer the original question? FOR THOSE OF US WHO HAVE BEEN SUSPENDED AND OR TERMINATED FOR USING YOUR SOFTWARE - CAN WE OR CAN WE NOT START UP SOME NEW CHANNELS AND NOT BE FURTHER HARRASSED BY YT? (WITH OR WITHOUT USING TTB)MOST OF US JUST WANT TO GET ON WITH OUR LIVES WHILE YOU PEOPLE PLAY CAT & MOUSE WITH YT & YOUR CLIENTS.TM~
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TrackMaker wrote:TTChuck wrote:We have new customers signing up every day and using TTB without issues. Additionally, it seems like there were around 30-40 accounts that were impacted out of the hundreds of accounts we have.
The issue with the customers whose accounts were suspended is that a few of them have had their new channels suspended after they were setup. We don't know wy.
If you have the ability to use a different IP address we "think" that may help keep you from being suspended again but we are not sure. Not sure what else to tell you. TTChuck: That is just fantastic that your "New Customers" are not being affected yet by what your "Existing Customers" have had to endure! FYI: 30 OR 40 ACCOUNTS IS A FREAKING HUGE PERCENTAGE OUT OF HUNDREDS "CHUCK"! You mentioned it as if it were no big deal! That is approximately 30 to 40 real human lives that you have Effed up for more than two (2) weeks now! Go ahead and call me a liar "Chuck" I really dont care! However, that is not really an answer to our question, though is it!? Would you please answer the original question? FOR THOSE OF US WHO HAVE BEEN SUSPENDED AND OR TERMINATED FOR USING YOUR SOFTWARE - CAN WE OR CAN WE NOT START UP SOME NEW CHANNELS AND NOT BE FURTHER HARRASSED BY YT? (WITH OR WITHOUT USING TTB)MOST OF US JUST WANT TO GET ON WITH OUR LIVES WHILE YOU PEOPLE PLAY CAT & MOUSE WITH YT & YOUR CLIENTS.TM~ If you can find any place where I said it is "no big deal" please show me. I have never said that. We do believe it is a big deal. You ask "CAN WE OR CAN WE NOT START UP SOME NEW CHANNELS AND NOT BE FURTHER HARRASSED BY YT? (WITH OR WITHOUT USING TTB)" - how are we supposed to know what YT is going to do - we are not mind readers. I believe I answered the question in the previous post. We have people who have started new channels without issues and we have had people who have started new channels only to be suspended again. It is up to you if you want to start a new channel. We are doing all we can to get peoples channels back - have you ever tried to deal with YouTube? Getting responses from them are very difficult. We have tried to be upfront with our customers regarding what we are doing to try and get accounts back and to get guidance from YT on how to comply with their undocumented restrictions. At this point, if the information above is not good enough for you then you should definitely get on with your life
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I wouldn't give up hope yet. Best case scenario:
1) YouTube comes to an agreement with TTB and reinstates accounts.
2) -and perhaps more importantly for the future of TTB- YT and TTB come to an agreement that allows TTB users to share targeted messages without fear of being labelled for spam.
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TTChuck wrote:
If you can find any place where I said it is "no big deal" please show me. I have never said that. We do believe it is a big deal. You ask "CAN WE OR CAN WE NOT START UP SOME NEW CHANNELS AND NOT BE FURTHER HARRASSED BY YT? (WITH OR WITHOUT USING TTB)" - how are we supposed to know what YT is going to do - we are not mind readers.
I believe I answered the question in the previous post. We have people who have started new channels without issues and we have had people who have started new channels only to be suspended again. It is up to you if you want to start a new channel. We are doing all we can to get peoples channels back - have you ever tried to deal with YouTube? Getting responses from them are very difficult. We have tried to be upfront with our customers regarding what we are doing to try and get accounts back and to get guidance from YT on how to comply with their undocumented restrictions.
At this point, if the information above is not good enough for you then you should definitely get on with your life
TTChuck, I think you will have to accept that people are going to be angry. I think a lot of your customers have been very understanding. People are obviously angry that their accounts got suspended. People are also angry when they feel their questions are not being answered. You will have to accept and reply as politely and professionally as you can. I think we could all do without the tone of your last line. If you dont know the answer to a question...say we dont know. People appreciate that more than not getting a reply. You dont have to be smart about it. People are asking ye because they think ye are the experts and might no more than we do. And some of your updates also suggest that too. So you either are like us and have no clue and YT communicate with ye like the rest of us (which is not at all )...or ye are in dialogue with them (and expect a reply which one update said). You cant be both. You cant on the one hand say.."we dont know. we are not mind readers" and the other hand say ..we are communicating with YT and it is going well...or whatever. You didnt say "no big deal" but the impression you are giving (whether you realise it or not) is you care more about the new customers than the ones who got suspended. I was actually quite surprised you were still accepting new customers..I thought there would have been a bit of a temporary suspension on the sales until everything was a bit clearer. That may not be the case. I do understand that for you and all the other TTB people the past few weeks have been as stressful for you as for everyone who lost their accounts. Maybe more so. But you will have to reply to people's questions a little less emotionally and a little more frequently. I think if TrackMaker felt his question was being answered earlier (and I didnt think it was either) then he would not have got angry. And you should accept that rather than telling him (and me and others like him) to get a life (a weird thing to say...cos it is implying that being on your forum and asking you questions is not one. Anyways.... I still dont know whether to start a new channel or not.
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Excellent words of wisdom "monkey".
I'll offer 2 additional recommendations to TubeToolBox:
1) "Show you're work". I bet you guys are actually working your asses off trying to clear this matter up. You're probably doing tons of testing, looking at stats, etc... Nobody on this forum is aware you are doing this. Even if you're coming up with crap results, share those results and more importantly share what you're doing to to get to those results. Remember math class in highschool, the teacher always said "show your work". Even if you were able to find the solution to the problem in your head, you still need to show the methods used to get to the solution. Even if you don't find the solution, you'll still get some credit for showing how you tried to find the solution.
2) "Sympathize". We want to feel that you are really pissed/angry/sad/frustrated at this whole situation. I provide support for an online software application at my full-time job, customers often complain to me about the software not having a particular feature or not being able to accomplish a particular task. I frequently get angry, not at the customer, but at my own software for not being able to meet their needs. They feel my frustration and realize that I'm more pissed about my own software then they are. This makes them feel good because they know I truly care and will try to make the software be able to do this in the future.
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I suggest only using drone accounts for Tube Toolbox at the moment, because Google/Youtube has been making a lot of changes as everyone can see. I still love this program and I have faith that Tube Toolbox support will having everything working again.
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Everyone - believe me we understand people's frustration and anger at what has happened. We do sympathize and are doing everything we can to get your accounts reinstated. As with your communications with YouTube - the response (or lack of) we are getting leaves a lot to be desired. Are we viewed as "the enemy", are they too busy to respond, are they ignoring us because we are being a pain in the ass... I don't know. All I know is that we are not getting a response. As mentioned in the last update to www.tubetoolbox.com/suspended.aspx we are giving them a week before asking again in case they need time to discuss internally. We have sent them several emails regarding the situation. The emails have included the following text: "I’m not sure if you are the right person to contact but we are humbly requesting that our customers’ Channels be re-instated assuming that they are in good standing other than this one accidental glitch that was unknown to the them. Some of our customers have been building their channels slowly and consistently over many years. It seems a shame for them to have all their hard work lost because of one software glitch. ""As previously mentioned, some of our customers have spent years, slowly and consistently, building their channels, only to have them suspended due to a software glitch. Helping them get their channel reinstated is extremely important to us.""As per your instructions, we explained the reinstatement process to our customers. Unfortunately, the results have been somewhat inconsistent. While we have had customers whose accounts were reinstated, we have had other customers who were declined reinstatement. This is extremely frustrating for us and our customers.""Based on the controls mentioned above, we believe, if our customers use our software as intended, they are within YouTube’s TOS. I’m not sure if our customers who were declined reinstatement were decline due to abuse of our system or for another reason. I would really appreciate some clarification that we could communicate to our customers.
Also, as I mentioned in my first email, we would be happy to get you a list of customers impacted if that would be helpful.""Hopefully, you had a chance to read the document I sent the other day. Just to be clear, we have been in business for over 5 years helping many YouTubers build their channel and following. The vast majority of our customers are responsible individuals who want to “play by the rules”. We are looking for some guidance from you regarding any restrictions outside of the Terms of Service (if there are any)."Additionally, if you have not seen this posting, it explains exactly what happened - http://support.tubetoolbox.com/entries/21511922-suspended-accounts-cause-solutionFinally, I'm not sure what I can say regarding the question to start a new channel or not. We do hope YouTube responds to our requests and reinstates channels that were suspended. However, the longer this drags on the less confident I am that a positive resolution will occur. It seems to be that starting a new channel and then trying to synchronize it with the old channel if YouTube reinstates it may be the way to go. At least then you can begin building your visibility up again. One last note - I do apologize for the last sentence of my response to TrackMaker. I guess i was pissed because anyone who would think that we are playing cat & mouse with YT and our customers just does not know us. We have tried to be there for our customers from day one. We pride ourselves on trying to be a good vendor to our customers and i let my emotions get the better of me.
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You should take off that this program is safe, because it is no longer safe whatsoever.
I raised all the times double your default ones, and I have got 8 accounts suspended in the last month on multiple occasions.
Atleast don't lie to your customers who worked so hard on there videos.
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TTChuck wrote:Everyone - believe me we understand people's frustration and anger at what has happened. We do sympathize and are doing everything we can to get your accounts reinstated. As with your communications with YouTube - the response (or lack of) we are getting leaves a lot to be desired. Are we viewed as "the enemy", are they too busy to respond, are they ignoring us because we are being a pain in the ass... I don't know. All I know is that we are not getting a response. As mentioned in the last update to www.tubetoolbox.com/suspended.aspx we are giving them a week before asking again in case they need time to discuss internally. We have sent them several emails regarding the situation. The emails have included the following text: "I’m not sure if you are the right person to contact but we are humbly requesting that our customers’ Channels be re-instated assuming that they are in good standing other than this one accidental glitch that was unknown to the them. Some of our customers have been building their channels slowly and consistently over many years. It seems a shame for them to have all their hard work lost because of one software glitch. ""As previously mentioned, some of our customers have spent years, slowly and consistently, building their channels, only to have them suspended due to a software glitch. Helping them get their channel reinstated is extremely important to us.""As per your instructions, we explained the reinstatement process to our customers. Unfortunately, the results have been somewhat inconsistent. While we have had customers whose accounts were reinstated, we have had other customers who were declined reinstatement. This is extremely frustrating for us and our customers.""Based on the controls mentioned above, we believe, if our customers use our software as intended, they are within YouTube’s TOS. I’m not sure if our customers who were declined reinstatement were decline due to abuse of our system or for another reason. I would really appreciate some clarification that we could communicate to our customers.
Also, as I mentioned in my first email, we would be happy to get you a list of customers impacted if that would be helpful.""Hopefully, you had a chance to read the document I sent the other day. Just to be clear, we have been in business for over 5 years helping many YouTubers build their channel and following. The vast majority of our customers are responsible individuals who want to “play by the rules”. We are looking for some guidance from you regarding any restrictions outside of the Terms of Service (if there are any)."Additionally, if you have not seen this posting, it explains exactly what happened - http://support.tubetoolbox.com/entries/21511922-suspended-accounts-cause-solutionFinally, I'm not sure what I can say regarding the question to start a new channel or not. We do hope YouTube responds to our requests and reinstates channels that were suspended. However, the longer this drags on the less confident I am that a positive resolution will occur. It seems to be that starting a new channel and then trying to synchronize it with the old channel if YouTube reinstates it may be the way to go. At least then you can begin building your visibility up again. One last note - I do apologize for the last sentence of my response to TrackMaker. I guess i was pissed because anyone who would think that we are playing cat & mouse with YT and our customers just does not know us. We have tried to be there for our customers from day one. We pride ourselves on trying to be a good vendor to our customers and i let my emotions get the better of me. Fair play. Well done you. Great reply. I for one appreciate it. Thanks
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Update: ChillClipz has been suspended for 20 days now. I think it's ironic that YouTube's "bot" sent an email yesterday about a Youtube Partner Satisfaction Survey. Not real worried honestly, just enjoying summer and working a little on my vlog channel. If I get the channel back, then awesome, if not, oh well. Believe me though guys, Tube Toolbox staff is doing all they can in this situation. I'm sure it's damn near impossible to come in contact with the 2nd biggest site on the internet.
I think it's safe to use share video now, I've been using it for the last week on the same 4 drones and none got banned.
Good luck to everyone getting their channels back, especially channels that have been around for years!
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monkey wrote:dareheaven wrote:agreed trackmaker
this whole thing makes me feel like i done something wrong, this is so crap, but a few people did get their accounts reinstated, in my view, most responses are automated, but the few that arent get reinstated, in my opinion just keep sending the reinstatment emails to whatever link it was until someone in youtube actually reads it, its gotta be a matter of luck and chance I agree. I also would like to know why on the June 8th update TTB said "At this time, we recommend you do not request reinstatement until we hear back from YouTube." At that point everyone probably had already used one or both forms already. And probably more than once. Why are they (you) recommending we don't request reinstatement? What else can we do? Let us know? Should we keep using that form (like trackmaker suggests and I agree) or not. And if not. Why not? Im still wondering about this? I got my replies from youtube (no joy unfortunately) Does TTB have any advice on what to do now? SHould I keep trying like the update on June 5th recommends: "One of the customers said they had to submit the request twice as the first time they were not reinstated. So it seems like persistence may be necessary. " Or not try as the update on June 8th says: "At this time, we recommend you do not request reinstatement until we hear back from YouTube"
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monkey - we are meeting internally next week to see what our next step will be. We have not heard back from YouTube in over a week and it is looking less likely that YouTube is willing to work with us. As for your specific question, I would suggest you try one more time. Hopefully, at some point we get a definitive answer from YouTube as to whether they will or won't reinstate accounts. That is definitely one of the things we plan on doing next week is to ask them for a definitive answer we can give our customers. We just need to see if we can escalate the issue somehow.
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Thank you
On two counts
1. For replying so quickly. Greatly appreciated.
2. For addressing me as monkey and not as "monkey" as a few people have been doing. Not need for quotation for this monkey.
Nice one,
monkey
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jcammm wrote:You should take off that this program is safe, because it is no longer safe whatsoever.
I raised all the times double your default ones, and I have got 8 accounts suspended in the last month on multiple occasions.
Atleast don't lie to your customers who worked so hard on there videos. This is an XLNT point! monkey, sorry i offended you with quote marks, but like who knew ya know? LoL Here we are and it has been almost an entire month since all of my channels were shut down out of the blue. I still have no answers from YouTube or Tube Toolbox. For the record, I also appreciate Chuck making a few decent replies recently on the Forum, so thank you Chuck for giving us a few more details about the process TTB is going through, it is much appreciated by us all, I would think. I have now received my 10th reinstatement rejection message from YT! The same stupid cut & paste of TOS! Thats all i got 4 now. TM~
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trackmaker, which form did you use? yesterday i done 5 of both of these forms: http://support.google.com/accounts/bin/request.py?hl=en&contact_type=suspended&p=youtubeand with this form i got 5 of the same email from youtube saying: Hi there, Thank you for your email. The email address that you have provided does not match the email address of the account in question. In order for us to review your issue, you must be the owner of the account. To resubmit your request, please return to the YouTube Help Center at http://help.youtube.com/support/youtube/bin/request.py.Please keep in mind that if you don't have access to your email account and have lost your username and/or password, we’re unable to help you. We don’t store private passwords, so we can’t email them to you. If you’re unable to write us from the email address associated with the YouTube account, we can’t release any information about the account to you. Regards, The YouTube Team im very sure i entered the correct one so im confused about that the other form: http://support.google.com/youtube/bin/answer.py?hl=en&answer=185223i had to do this counter notification, and i done this around 26 days ago, and i dont know why i had to because that video was resolved around 2 years ago, it has nothing to do with this incident caused by ttb i got 5 of these automated responces: Hi there, Thanks for your email. The video you posted was in violation of YouTube's Community Guidelines as reported by users and verified by the YouTube Team. Accordingly, the ability to post new content to YouTube from this account has been disabled and will not return until two weeks after you acknowledge the message within your account. Please review the YouTube Community Guidelines and refrain from further violations, which may result in the termination of your account(s). Additional non-video penalties may be recorded in your account at http://www.youtube.com/account#manage/status https://support.google.com/youtube/bin/request.py?&contact_type=linkissuethis form doesnt work for me as i dont remember which date of birth i entered on sign up 6 years ago, as i was underage i lied about it come on guys, how about all of us people who have been fucked in the ass by yt and ttb stand up and solve this ourselves somehow? lets all collect information as much as we can, we need our lives back, in my case youtube meant so much to me, my youtube account
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Sorry forgot to say, that i just sent our like 5 more emails using those different forms, i duno why, im hope that itll get in hand to a human rather then a bot....
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dareheaven:
i have used both the "unable to access a google product" and the "suspended account inquiry" forms. Actually, in total I have been rejected closer to 16 times, because i usually submit both forms on the same day once I have received back a "reply" from each one I previously submitted.
i have been as positive about this as i can be and my approach is just NOT WORKING.
dareheaven- i totally agree that we can get somewhere faster by sharing our info with each other than by just waiting for these two companies to get us some results. that's why i have been ranting in these forums for a while now and trying to make that same suggestion since i first came to the forum and saw how dead the activity was- UNTIL A FEW OF US STARTED TO COMPLAIN ON A REGULAR BASIS - and of course explain ourselves in logical terms- THEN WE STARTED TO SEE A FEW MORE PIECES OF INFO SHOW UP FROM EACH OTHER AND EVEN CHUCK CAME AND SAID A FEW WORDS OF IMPORTANCE LoL :)
Anyways, I will continue to fill out those same two dumb forms until they tell me to FO or they give me my acct back already- in the meantime i will be starting up a new chnl and see how it goes - i thought that waiting might help - but here it is almost an entire month later and no more info than when we started ...
i will let u people know what happens with my new chnl -
dareheaven, fortunately i do not have any issues with copyright or trademark - so i think i may have a good chance of YT at least leaving my new chnl alone as long as i DO NOT USE TTB SOFTWARE or draw attention to my chnl by breaking obvious rules. your situation is more complex than mine and probably most of us- i am really not sure what your approach should be - but i think i would continue to make attempts to contact them before starting up a new chnl because it seems like they really got u on their "blacklist" right now! sorry about your situation - but on the other hand YT is up to their eyeballs in stupid policies and tons of unanswered inquiries from their millions of users so they might not even notice if you start up another chnl and just run it "like a regular joe" & "fly under the radar" ?!? i wish you luck whatever you do ...
'til next upd8 good people-
i really do wish you ALL the best luck with getting your main chnl's back AND keeping any new chnl's you may choose to start while this disaster hopefully gets resolved.
tm~
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The www.tubetoolbox.com/suspended.aspx page has been updated with this information. It has now been 10 days since we last communicated with YouTube and requested a response. We have received no response. Therefore, we sent out the following information in an email. At this point, it is seeming less likely that YouTube is willing to co-operate with us. We will wait another week to see if we get a response. Hope all is well with you. I’m sure you are very busy but I am really hoping to get a response to my last set of emails. As a reminder, we are asking for our joint customers whose accounts were suspended due to a software glitch to get their accounts reinstated. Additionally, we asked for some guidance on how to ensure our software complies with all YouTube restrictions.
I completely understand you needing some time to respond to the guidance question but we would really like a definitive answer regarding our customers’ accounts. Some of our customers have years of videos residing on YouTube for which they have no backup. Also, as I mentioned previously, we have customers who have slowly built up their channel over the last few years only to have lost it due to this issue. Some customers had their accounts reinstated but many have not. As you might expect, those who have not had their accounts reinstated are asking if they should start over or if there is any chance of reinstatement.
Please let me know if there is anything that can be done to get currently suspended accounts reinstated.
Thanks for your response…
Sincerely,
Chuck
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TrackMaker wrote:
monkey, sorry i offended you with quote marks, but like who knew ya know? LoL
Here we are and it has been almost an entire month since all of my channels were shut down out of the blue. I still have no answers from YouTube or Tube Toolbox.
Ha. no worries "TrackMaker". I didnt make it clear. ;) Yea....a month now..... I think I will start a new channel by the end of the week
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