my mom's grab account suddenly got suspended out of the blue today..

when try to login it says due to suspicious activity and ask to submit appeal form.

contacted grab on fb/twitter and they gave the reason account got suspended because "system detected multiple IDs being created on same device". They cant do anything and ask to wait for the appeal team to get back to her within FIVE days.

and i know for a fact that is bullshit already, my mom is 60+ years old.
1) she dont need to create multiple grab, she is a frequent grab user who have been using the very same account since day 1 of joining grab since 2017/2018
2) she dont even know how to log out of her current account let alone make "MULTIPLE IDS".

both of us are furious about it. because she needed to use her grab just now and suddenly found out suspended so cant use and she had to contact me to get help for her. This is so fucking inconvenient and stupid. I really feel like fucking grab up. But here's the thing, you cant even fucking contact them other than through social media which they take ages to reply.

Absolutely bullshit man. and damn wasting people's time.

is there any way to contact grab CS other than through their
fb/twitter?? Talking to them on there is so slow nothing going to be done.

i tried calling hotline but it need some generated number from the app.

will do that later if really still cant get through to them, i am currently busy thats why i cant do it now.

but i find it really stupid you have 0 ways to contact grab's CUSTOMER SERVICE other than through in-app.

what if your phone got lost and you are worried someone found your phone and abuse your grab wallet or something??

really damn stupid sia.

firstly, i know its a no-no to log in dff grab account on one device, so no. nothing like that was ever done.

my mother's phone only access my mother's own grab account.

on that note: this also means the account never logged out from her phone, hence thats why the claim they say multiple IDs being registered under same device i know its bullshit already. If my mother never log out of her grab app how to even create multiple IDs, not withstanding the fact she isnt even tech savvy enough to know or even want to do this thing in the first place.

btw, this morning her account was still fine when she used it to check grab car price to somewhere. In the afternoon just now only when she want use then found out the app stuck, so she went playstore to update the app. After updated the app when try to open again then found out it got auto logged out. then when want to log back in only receive the account suspended due to suspicious activity message

No, and no.

If other device want to login to her grab account will receive SMS OTP on her own phone right for verification before can even log in...?

So no, nobody attempted to login to her account as well.

and that was my point: how to contact grab CS in a faster non time wasting way.

You are the one who theory crafting why this why that (btw you work for grab issit, defending them so hard? grab is some saint company that doesnt make mistake? i search for account suspend in this very thread also can see others who got suspended and then unsuspended later on, seemingly having done nothing wrong either).

I dont need your troubleshooting as I already got the reason from them on why the account was suspended.

I know it is bullshit cause the reason they gave is highly unlikely that's why i want to speak to them to get more clarification regarding this. Because being suspended for up to FIVE days for them to investigate whatever tf is going on is hurting their own customer who did not do anything wrong. Furthermore, said customer have vouchers expiring in few days time. If unable to use on time and when account finally unsuspended i want to ask will they compensate all those or not. That is the reason i want to contact CS.


inb4 you go do even more mental gymnastics to come up with a theory on why so and so happened.

here's an update:

today my mom's account got unsuspended in the evening..


really no comment, "disrespectful behaviour may result in a permanent suspension of your account".
The account unsuspended message make it seem like the suspension was due to that....?

my mom also got triggered, cause she had 0 issues with her grab car rides or grab food deliveries, all have been pleasant experience. She's been a long term frequent grab user since 2017 and she is as good as a passenger/customer the grab drivers/riders could hope for..

so just now manage to logged back to her own grab account and made call to CS to enquire about why suspended all those..

ask them to check whether which booking got the "disrespectful behaviour" and when CS checked found out got no such issues on my mom's account. Record all clean. Zero complaints by anyone on her as well.

ping pang pung pang with CS, they also cant give clear answer on why the account got suspended in the first place.

after i brought up the original reason as told by grab cs on fb/twitter which is the "multiple ID being created on same device" then the CS on call also like stick to that.

Keep saying if account logged into other devices can trigger their system to issue account suspension.

and i keep repeating as well, well my mom's phone only she use her own grab account. She/nobody did not create any other account or even use any other account on her own phone. Even told them the whole chronology of events up till my mom found out her grab acc got suspended.

then CS also like "oh ya ya, we suggest your mom dont keep login and logout from her grab account, this could also trigger the system to make the account get suspended"

another advice was "we suggest if you want to log in on another device, to log out from current device first before you attempt to login on another device"

then i told them her grab app was stuck and she update at playstore and found out the account got auto logged out, when she try to login again then only realize get account suspended message. Not she purposely log out, and she dont ever log out from her grab acc in the first place... at this point CS also no idea already.

and i also lazy to drag further so just ask them for confirmation again on account status and got any issues with her account or not and they also gave all clear got no issues. So can ignore the "warning" received with the account unsuspended message. They say could be "system error"

So in the end, grab also no idea why my mom acc can get suspended. and I can only theory craft the issue happened when my mom notice her grab app stuck and unresponsive even when already kill the app and re-open. So when she decided to restart her phone and update the grab app from playstore, then when she login again the system detected another login on my mom's grab account, meaning her previous session still not logged out although on my mom's end her phone shows she's not logged in.