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Banned on Hily?
Six months, one form, and one submission.
The FAQ sends you to Hily support. The Moderation Policy carries the procedure for EU and UK users, six months and two human reviewers, and names nowhere to send it. Hily’s safety policy fills the gap: a designated form, six months, and a second filing that will not be read.
It costs nothing, and it tells you plainly when paying anyone is the wrong move.
Hily writes it down - a ban does not automatically cancel Hily Premium. Locked out, still charged, until the subscription is cancelled - and a website purchase is one only Hily’s team can cancel.
Hily runs automated moderation that can block an account and concedes in writing that compliant accounts can be caught by it. Any user may contest that decision at support@hily.com.
The Moderation Policy gives those users six months from the decision and two reviewers not involved in the original evaluation, plus a third if they disagree.
Appealing a Hily ban, step by step
1. Stop the money before you write a word. The Moderation Policy says so: a ban does not automatically cancel your Hily Premium subscription. App Store and Google Play cancellations live in your own store account; a website purchase is one Hily says only its team can cancel. Screenshot the notice and the billing records.
2. Work out which of the three appeals you are making. The FAQ answers “got banned by mistake?” with “you can appeal through Hily support”, with no geographic qualifier. The Privacy Policy gives every user a right to contest a decision made by automated means. The Moderation Policy carries the structured appeal, for EU and UK users only, on the ground that Hily “made a mistake in removing your content/banning your account”. Cite each one you qualify for.
3. Send it from the address on the account. The documented routes are support@hily.com and an in-app support message, if the app still opens. The website contact form is the weakest door: its topic list has no ban category. We build it; you send it.
4. Refused? The options Hily does not control. Hily calls the appeal decision final, so what follows are not appeals. Start with an access request under GDPR Article 15, the CCPA or your state law: it asks for the file behind the ban, and Hily must answer on a statutory clock, one month in the EU and UK, 45 days in California, though it may withhold report contents and moderation detail. Ignored, it becomes a complaint to the ICO or your data protection authority. The regulator cases on the public record are two Tinder cases at the Irish Data Protection Commission: both began as requests to erase data, and in one, once the regulator stepped in, Tinder re-reviewed the ban and lifted it. Access, never erasure: it removes no record and destroys your evidence. Hily’s own Moderation Policy tells EU and UK users they may also apply to an alternative dispute resolution body - it names none, and no certified Article 21 body we have found lists Hily, so we check that door before we promise it. Outside the EU and EEA, Hily’s Terms run disputes through a written notice to its Las Vegas address, sixty days, then binding arbitration - and the Terms exempt EU and EEA residents from that agreement to arbitrate entirely. A BBB complaint builds a public record in the US and Canada; it does not lift bans. The guide covers each with instructions for sending.
Why a clean account can be blocked before it does anything
The Privacy Policy describes a rule most members never see: where a profile “meets certain criteria that demonstrate that the user is likely to breach the Terms of Use”, the user is warned and the access restricted or blocked. That is prediction, not punishment - which is how “I didn’t do anything” can be true and still not be an answer. The Terms then reserve the right to terminate “for any reason or no reason, without explanation and without notice”. Hily’s scale runs from warnings to permanent bans, so proportionality is an argument. A new account is no way round it: Hily bars a blocked member from creating one and keeps your hashed email, IP address and device ID for five years after deletion. Starting one can forfeit the appeal you would otherwise make.
What Hily does not publish
- A decision time. No target is published. Among the apps that do publish 2025 medians, they run from 61 minutes at Bumble to 281 hours at Grindr. Hily publishes neither a target nor a median. No app promises a time.
- How many appeals it grants, and how fast. It does publish this, and almost nobody quotes it: Hily’s own EU transparency report records 203 appeals, 13 granted, median 24 hours. Roughly one in sixteen, on Hily’s own figures, EU decisions only, and not a forecast for your case.
- Why the two documents disagree. The Moderation Policy sets out the six months and the reviewers, then names no form, no page and no email. The safety policy names the form and says email is not enough: “We’ll only review appeals that provide all of the required information and are submitted directly through this designated form.”
- Which document governs. Hily’s safety policy states the six months with no geographic limit at all: “Your appeal must be submitted within 6 months of the date of the action you are contesting.” The Moderation Policy’s six months is the EU and UK restatement of it, not a separate rule, so treat six months as your window wherever you live.
- What comes back if you win. The policies cover the ban, not whether a reversal returns your matches, your chats or the rest of a subscription.
- Which of its two companies handles it. The Privacy Policy names Hily Corp. of Las Vegas as data controller; the Terms name LATHINOL LIMITED of Limassol, Cyprus as the contracting company.
What we do, and what stays yours
We build every route: the wording for whichever door you qualify for, the access request, the regulator complaint if it is ignored, the money claim. The appeal itself is yours to send, from your own account, and on Hily that is not just our preference. Its Terms bar you from authorising anyone else to use the Service on your behalf, so a filing that looks like it came from a third party puts the breach on you, not on us. File once. Hily says multiple appeal submissions will not be considered and may alter your position in the queue, so a second form can push you backwards rather than forwards. If you have already sent one yourself, tell us at intake: that changes what is worth doing and we will say so. We never ask for your password. We never guarantee reinstatement, and on Hily the appeal decision is final. Which is the whole argument for the calm version, sent once.
We build every route. From $149.
Refused? Hily calls the appeal decision final, and documents nobody above it. What is left sits outside Hily: your data file, your regulator and the money. On The Advocate, the letters that go on paper are printed, signed and posted.
How it works