We try to be transparent about moderation because guesswork breeds resentment on both sides. Here's how the system actually works.
The flow
Someone reports content
Posts, comments, events, messages, or profiles. See how to file a report.
The report joins a severity-sorted queue
Illegal content first, then safety, then spam. Severity drives response time, not order received.
A moderator reviews
They look at the content itself, the account's pattern (one-off or repeat?), the surrounding context, and whether the report is plausibly good-faith.
An outcome is chosen and emailed
The reporter is told the outcome (without naming the moderator). The reported person is told what action was taken and why.
Response times by severity
| Severity | Examples | Target response |
|---|---|---|
| Critical | Threats of imminent harm, CSAM, doxxing, illegal content | Few hours, escalated 24/7 |
| Standard | Harassment, hate speech, spam | Within 24 hours |
| Low | Rude but borderline, edge cases | Up to 72 hours |
Outcomes and what they mean
| Outcome | Effect on the account |
|---|---|
| No action | Within the rules or false alarm; no record |
| Warning | Strike on the record. Expires after 12 months |
| Content removed | The item comes down; account stays |
| Suspension | Temporary ban (24h - 30 days) for repeat or severe |
| Termination | Permanent ban for egregious or repeat-after-suspension |
Warnings accumulate. Multiple warnings inside a 12-month window escalate to suspension, then permanent suspension. A user with a history of borderline behaviour faces stricter outcomes than a first-time offender for the same action.
Why some reports don't result in action
Most commonly, the content is rude but not actually against the rules. PopIn's content policy is intentionally narrower than "anything that could offend someone" - we focus on harm, harassment, illegal content, and impersonation. Off-colour opinions and edgy humour don't typically get actioned.
Appeals
If you think a moderation decision was wrong (either as a reporter or as the person whose content was actioned), the action email includes an appeal link. Appeals are reviewed by a different moderator and the outcome is final.
Severe cases
For CSAM, terrorism, or credible threats of harm, we escalate past in-app moderation and contact the appropriate authorities. We comply with valid legal requests (subpoena, court order, lawful enforcement) within the narrow scope of what's specifically requested, and notify affected users where legally possible.
Transparency reports
We publish quarterly transparency stats on the /about page: total reports received, percentage actioned, breakdown by category. The full content policy lives at /terms.