Hello, some of my members have received account freezes as time has gone by. To unfreeze their account, they must go to OnlineGuardian website and type in captcha. This has been because they "detected suspicious activity connected to [user's] account". I believe these members have done nothing wrong. No copyright infringment, hate language, fraud, etc that it says they have done. In fact, a lot kinder than even moderators around most forumotion sites.

What I am asking and wondering is:
1) Is there a way to turn this off?
2) How to contact representative?
3) How does OG identify bad user?

Why I ask #3 is because these two users who had this happen are similar in these ways:
1) They both use common proxy.
2) My forum is for writing stories, and both wrote roles of a vicious and hateful character before their freezes respectively.

So I am wondering why OG has done this. Is it because user on other website using same proxy have done bad and is frozen universally? Or that OG is carried out by bots and not humans and so have misunderstood the activity? If it is first, that is an issue.

If it is second, that is a bigger issue. Though all members are friendly to one another (or banned for misconduct), in the forums Person A might say "Character A looks at Character B distainfully and says, "You? You're pathetic, useless, etc etc" and others would react, saying "Character M turns to Character A and says, "Stop being so terrible!" and meanwhile Person B makes their character sob and break down, while in actuality everyone is enjoying the plot twist. That is a simple example, but this is integral to good stories that the members try to create.

Answers to all of my questions are greatly appreciated, thank you.

link to OnlineGuardian