Ban & Replacement Policy

This policy explains when TokPortal covers a lost account, what that cover includes, what you should check before asking for it, and which content types are excluded from it. It applies to every account created, set up, or managed through the Platform.

This page is a practical summary of Section 7.4 of our Terms of Service. In case of any discrepancy, the Terms of Service prevail.

1. What Is Covered

Cover extends to the account itself, together with every video slot and every other add-on ordered for that account that has not been used yet. You never have to re-purchase a deliverable that was never carried out.

The remedy is a restoration in credits to your Platform balance. We no longer issue a replacement account by default: we may still choose to in a given case, but it is not something you can require. Restored credits are valid for 60 days from the day they are restored, whatever the validity of the pack they originally came from, so a ban never leaves you with credits you had no time to spend.

Each account is eligible for one credit restoration at most. Where we do provide a replacement account, that account carries no further entitlement of its own, and entitlements are never cumulative, transferable, or convertible into a cash refund.

1.1 Videos already posted are not replaced or refunded

Once a video has been published and marked finalized, it counts as consumed — whatever happens to the account afterwards. A ban, a drop in reach, or the post being taken down does not open a right to a replacement video or to credits back. The distribution you paid for has already been delivered, and platforms penalise duplicated content, so the same video cannot simply be reposted on a new account. We can therefore never guarantee a 1:1 replacement or a credit refund on content that was correctly posted.

The only exception is a manifest mistake by the manager: wrong file, wrong caption, wrong sound, or an edit that does not match your instructions. Report it through the Platform during the 3-day review window, before the task is finalized, and the video can be corrected, deleted and re-uploaded, or credited back. This only applies to bundles running on manual approval — with auto-approval enabled, every task is deemed correct as soon as it is finalized. The full wording is in Section 7.4.9 of the Terms of Service.

2. Request Deadline

A replacement request must be submitted within 15 days of the last task completed on the account through TokPortal — meaning the last task both submitted and finalized. The type of task does not matter: a published video, a finished account setup, or any other deliverable all reset this window.

Past that 15-day window, no replacement request can be accepted, regardless of the case below. This deadline applies on top of the conditions specific to each case.

2.1 Your managed account subscription must be current

For accounts delivered on or after 11 August 2026 — or 14 August 2026 if you had already ordered on TokPortal before that date — coverage follows the managed account subscription. If the subscription had lapsed when the ban occurred, the account is not covered for it, and settling the unpaid periods afterwards does not create coverage retroactively.

Accounts delivered before that date are not subject to the subscription, and this condition does not apply to them.

3. Before You Conclude an Account Needs Replacing

Most accounts that look broken are not. Please run through the following steps first — they resolve the large majority of cases:

• Iterate on different content. Change the format, the hook, and the footage, then measure again.
• Post more volume before drawing conclusions. A handful of posts, or a handful of accounts, is rarely a large enough sample to conclude anything.
• Rewarm your accounts using the Advanced Warming add-on.
• Check your post analytics. Look at whether your posts are getting engagement at all, and whether the content needs to be varied or replaced rather than the account.

From there, two distinct cases exist: low performance, and account bans.

4. Case 1 — Low Performance

Low performance is sometimes improperly called a “shadowban”. An account may qualify as low-performing when all of the following conditions are met:

1. At least 7 consecutive posts have each, individually and strictly, accumulated fewer than 50 views.
2. On a flag check performed by the manager on the content and on the account, the account has never been flagged for any violation of the target platform’s terms or community guidelines (see the TikTok and Instagram community guidelines).
3. The content posted does not fall within the list of actively regulated content.
4. The account has never been accessed — its credentials have never been revealed, in the sense set out in section 7.

We do not trigger automatic replacements for low performance, and we do not systematically verify it. It is up to you to open the request by emailing support@tokportal.com.

5. Case 2 — Account Ban

When an active account is banned, the manager always files an appeal. If the appeal is lost, the account is marked as banned and that status appears on your dashboard, as well as through the API (see developers.tokportal.com).

A banned account qualifies for replacement in either of the two situations below.

5.1 Ban at or right after creation

1. The ban occurs at account creation, or less than 24 hours after it, with no reason explicitly tied to the account’s own information — profile picture, biography, link in bio, or a username that breaches the platform’s terms.
2. The account has never been accessed — its credentials have never been revealed, in the sense set out in section 7.

5.2 Ban with no content-related justification

1. The ban occurs without any justification tied to the platform’s own terms and policies in respect of the content posted.
2. The content posted does not fall within the list of actively regulated content.
3. The account has never been accessed — its credentials have never been revealed, in the sense set out in section 7.

When these conditions are met, our default path is the restoration in credits described in section 1. The TokPortal team does its best to launch those restorations on its own initiative.

6. Actively Regulated Content

Platforms track and regulate the content types below more actively than others. They often do so without displaying any flag on the account, or by displaying an imprecise flag — a generic notice with no explanation of the actual reason.

This does not mean we prohibit distributing this content through TokPortal. Doing so remains entirely and fully your own responsibility. It does mean that an account matching these descriptions cannot be the subject of an accepted replacement request.

6.1 Duplicated or highly similar content

Content republished as-is, whether on the same account or across several accounts. When existing content is reposted on multiple accounts, or repeatedly on the same account, platforms may limit its reach. This includes repeated segments inside otherwise different videos — for example a product “demo” sequence copy-pasted into several uploads.

It also covers content with a high level of similarity, even when no clip is strictly reused. If an account — or a group of accounts — keeps publishing in the same format from one post to the next, platforms read the output as templated. That means the same framing, layout, or composition, the same background or family of backgrounds, the same visual or typographic style, the same duration, the same narrative structure, or the same editing pattern. One recurring element is enough — they do not need to add up.

6.2 High-similarity or programmatic content

Content — AI-generated or not — with a high level of similarity that carries the signature of programmatic production. Specifically:

• Programmatic slideshows posted at scale: same font, same format, same background family. Content where the native TikTok in-app text was used through an edit request is excluded from this category.
• Repurposed repetition of the same sequence: an AI-repurposed hook built on the same source footage, or the same AI-generated segment reused across uploads.

6.3 Borderline themes

Broadly including:

• Finance and investment, including cryptocurrency and online casinos.
• Health and psychology, including both digital and physical products.
• Violence.
• Politically controversial or subversive content.
• Sexuality.

7. What Counts as an “Accessed” Account

An account counts as accessed as soon as its credentials have been revealed to you or to anyone else, by any means. Revealing them is enough — it makes no difference whether anyone actually logs in afterwards. That covers displaying the credentials in the dashboard through the reveal workflow, despite the disclaimer shown at that moment, retrieving them through the API, and obtaining them through any other channel.

The status is permanent: once an account is marked as accessed, it cannot go back, and it is excluded from support, replacement, free remake, credit restoration, and refunds for good.

The reason is practical rather than administrative. Logging into an account, or simply holding and using its credentials, can alter its digital identity in the eyes of the platform and trigger extra verification, a loss of reach, a limitation, or a permanent ban. Platforms watch the device, the network, the IP address, the geolocation, the locale, and the behavioural fingerprint — and access from somewhere else changes all of them. This is why we recommend running everything from the Platform. The full wording is in Section 12.4 of the Terms of Service.

8. Platform-Wide Events Are Excluded

This policy covers individual events: one account, restricted for reasons specific to that account. It does not cover platform-wide events, meaning bans, suspensions, or losses of reach that hit a significant number of accounts in the same period, or that follow a change in how a platform enforces its rules, moderates, detects, ranks, or authenticates — or any legal or regulatory measure affecting that platform.

When we determine that such an event is under way, this policy is suspended for every account in the affected scope, for the duration of the event. We may grant credits at our discretion in those situations, but we are not obliged to. The full wording is in Sections 7.4.8 and 20 of the Terms of Service.

Distributing content at scale on third-party platforms carries an irreducible risk of losing accounts. That risk is inherent to the service, it is priced into it, and it stays with you.

9. How to Request a Replacement

Email support@tokportal.com with the account handle, the bundle it belongs to, and the case you are reporting (low performance or ban). Tell us what you already tested from Section 3. Mind the 15-day deadline in Section 2, and check that the account’s subscription was current when the problem occurred.