Long-term Business Customer (12 months, 50+ payments) Wrongly Suspended — Likely VPN False Positive

Account Information

• Account: feng@innora.ai (Claude Max + Team Standard 5 seats)
• Company: INNORA INFORMATION TECHNOLOGY PTE. LTD. (Singapore UEN: 202308530E)
• Customer since: April 2025 (12 months, 50+ payment transactions)
• Previous contributions: Issues #25182, #25183 (stack overflow bug reports, Feb 2026)

What Happened

On April 4, 2026 at 06:01, I upgraded to Claude Max 20x (S$275.23/mo) + Team Standard 5 seats (S$158.75/mo).

11 hours later (17:21), all three of my accounts were suspended simultaneously with the generic message: "An internal investigation of suspicious signals associated with your account indicates a violation of our Usage Policy."

I received 5 suspension emails and 2 automated refunds within 4 minutes.

Why This Is a False Positive

1. VPN Usage: As a CISSP-certified independent security researcher, I routinely use ProtonVPN and NordVPN for operational security. This is standard practice in the cybersecurity profession and causes IP address geographic variation. I am based in Malaysia, a supported region.

1. Multiple Accounts on Same Device: I maintain separate personal (taicha0721@gmail.com, andyfeng2563@gmail.com) and business (feng@innora.ai) accounts — all legitimately owned and paid by me.

1. No Policy Violations: My usage is exclusively for software development, technical documentation, and security research. Published work includes IACR ePrint 2026/526, Zenodo DOI:10.5281/zenodo.19186848, Packet Storm #217089. I also recently contributed a Linux kernel patch (staging/rtl8723bs heap buffer overflow fix, Reviewed-by obtained).

The Timeline Makes No Sense

A 12-month customer with 50+ payments does not upgrade to the most expensive plan and then violate ToS 11 hours later. The suspension was clearly triggered by automated risk scoring — likely the combination of VPN IP reputation ("bad neighbor effect" from shared VPN IPs) + plan upgrade event + multiple accounts on same device.

Appeal Status

• Google Form appeals: Submitted April 4 for all 3 accounts — zero response after 6 days
• Email appeal: Sent to support@anthropic.com, usersafety@anthropic.com, sales@anthropic.com on April 10 — awaiting response

Request

I am not seeking a refund (already processed). I am requesting account reinstatement and a human review of our 12-month account history.

Environment

• Claude Code v2.1.92
• macOS Darwin 25.3.0 (Apple Silicon)
• Location: Penang, Malaysia (supported region)
• VPN: ProtonVPN / NordVPN (professional security use)