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Updated details of Third-Party Customer Service Data Breach (Oct. 2025)
 
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|infobox_logo=Discord.svg


|infobox_1_key=Founded
'''Discord''' is a proprietary VoIP and instant-messaging platform developed by Discord Inc. (formerly Hammer & Chisel, Inc.), co-founded by Jason Citron and Stanislav Vishnevskiy.<ref>{{Cite web |last=Gonzalez |first=Guadalupe |date=3 May 2018 |title=There Are 2.6 Billion Online Gamers in the World. This Startup Just May Connect Them All |url=https://www.inc.com/guadalupe-gonzalez/30-under-30-2018-discord.html |url-status=live |archive-url=https://web.archive.org/web/20180503131556/https://www.inc.com/guadalupe-gonzalez/30-under-30-2018-discord.html |archive-date=3 May 2018 |access-date=13 Jul 2025 |website=Inc.}}</ref> Launched in 2015, the service has grown to over 150 million monthly active users as of 2025. While initially marketed toward PC gamers, Discord has expanded to multiple platforms, serving various communities and use cases, such as education.<ref name="about-company">{{Cite web |date=15 Apr 2024 |title=About Discord <nowiki>|</nowiki> Our Mission and Values |url=https://discord.com/company/ |url-status=live |archive-url=https://web.archive.org/web/20250608013037/https://discord.com/company |archive-date=8 Jun 2025 |access-date=13 Jul 2025 |website=Discord}}</ref>
|infobox_1_value=2015


|infobox_2_key=Company Type
In April 2025, Humam Sakhnini (formerly King, Activision Blizzard) replaced Jason Citron as CEO.<ref>{{Cite web |title=Discord Appoints Humam Sakhnini as Chief Executive Officer |url=https://discord.com/press-releases/discord-appoints-new-ceo-humam-sakhnini}}</ref> {{InfoboxCompany
|infobox_2_value=Private
| Name = Discord Inc.
| Type = Private
| Founded = 2015
| Industry = Software
| Official Website = https://discord.com
| Logo = Discord.svg
}}


|infobox_3_key=Industry
==Consumer Impact Summary==
|infobox_3_value=Software


|infobox_4_key=Official Website
===Privacy<ref name="terms-of-service3">[https://discord.com/terms/ "Discord's Terms of Service"]. April 15, 2024. ''Discord''. Retrieved January 16, 2025.</ref>===
|infobox_4_value=https://discord.com
Mentioned within the '''Discord TOS<ref name="terms-of-service3" />''' and '''Privacy Policy''':<ref name="privacy-policy3">[https://discord.com/privacy/ "Discord Privacy Policy"]. April 15, 2024. ''Discord''. Retrieved January 16, 2025.</ref><ref name="community-guidelines2">[https://discord.com/guidelines/ "Discord Community Guidelines"]. April 15, 2024. ''Discord''. Retrieved January 16, 2025.</ref>
*Collects extensive user data, including messages, voice communications, and server participation.
*Claims broad rights to user-generated content.
*Deleted messages are stored for undefined periods.
*Retains personal information until deemed "no longer needed" with undefined retention periods.
*Processes user content for "safety features and platform improvement".
*Shares data with related companies, vendors, and third-party service providers.
*Opt-out behavioral tracking across platform features for personalization.
*Maintains logs of IP addresses and device information for an undetermined amount of time, flags any user who has ever signed in with an EU IP address for inclusion within DSA transparency reports
*Sends a web request when any UI element is clicked & when typing
*A phone number is randomly required, and the account will be locked until a phone number is added, regardless of account age or recent activity. The account will be automatically locked if the phone number is removed.


|description='''Discord''' is a proprietary VoIP and instant-messaging platform developed by Discord Inc. (formerly Hammer & Chisel, Inc.) co-founded by [[Jason Citron]] and [[Stanislav Vishnevskiy]].<ref>Gonzalez, Guadalupe (May 3, 2018). [https://www.inc.com/guadalupe-gonzalez/30-under-30-2018-discord.html "There Are 2.6 Billion Online Gamers in the World. This Startup Just May Connect Them All"]. ''inc.com''. Retrieved January 23, 2025.</ref> Launched in 2015, the service has grown to over 150 million monthly active users as of 2025. While primarily marketed toward gamers, Discord has expanded to serve various communities and use cases.<ref name="about-company">[https://discord.com/company/ "About Discord | Our Mission and Values"]. April 15, 2024. ''Discord''. Retrieved January 16, 2025.</ref>
===Freedom===
Mentioned within the '''Discord TOS<ref name="terms-of-service3" />''' and '''Privacy Policy''':<ref name="privacy-policy3" />
*Mandatory [[Forced Arbitration|binding arbitration]] with [[class action|class-action]] waiver for U.S. users (Started 19 October 2018).
*Users grant a perpetual, transferable license to their content.
*Users must accept the broad terms of service that allow unilateral changes.
*Accounts can be terminated without prior notice at Discord's discretion.


|summary_privacy_1=Collects extensive user data including messages, voice communications, and server participation.<ref name="privacy-policy">[https://discord.com/privacy/ "Discord Privacy Policy"]. April 15, 2024. ''Discord''. Retrieved January 16, 2025.</ref>
*No option to opt out of core data collection while using the service.
|summary_privacy_2=Claims broad rights to user-generated content through terms of service.<ref name="terms-of-service">[https://discord.com/terms/ "Discord's Terms of Service"]. April 15, 2024. ''Discord''. Retrieved January 16, 2025.</ref>
*Content may be retained by Discord even after deletion.
|summary_privacy_3=May store deleted messages for undefined periods.<ref name="privacy-policy" />
*Server owners have limited recourse if their servers are banned.
|summary_privacy_4=Retains personal information until deemed "no longer needed" with unclear retention periods.<ref name="privacy-policy" />
*Forced to use Discord's payment processing for all monetary transactions.
|summary_privacy_5=Processes user content for safety features and platform improvement.<ref name="privacy-policy" />
|summary_privacy_6=Shares data with related companies, vendors, and third-party service providers.<ref name="privacy-policy" />
|summary_privacy_7=Uses behavioral tracking across platform features for personalization.<ref name="privacy-policy" />
|summary_privacy_8=Maintains logs of IP addresses and device information.<ref name="privacy-policy" />


|summary_freedom_1=Mandatory [[Forced Arbitration|binding arbitration]] with [[class action|class-action]] waiver for U.S. users (Started May 15, 2024).<ref name="terms-of-service" />
===Transparency===
|summary_freedom_2=Users grant perpetual, transferable license to their content.<ref name="terms-of-service" />
Discord terms of service are lengthy and complex,  in Oct 2025, just the base terms are 29 pages, 14th grade (Junior in college) reading level, estimated reading time 42 minutes.<ref>{{Cite web |title=Calculated using readabilitychecker.com based on current discord TOS. |url=readabilitychecker.com |access-date=9 Oct 2025}}</ref>  The terms incorporate extensive additional material; a 2021 version of Discord TOS, featured in "EULAs of despair", would take an estimated 275+ hours to read.<ref>{{Cite web |title=EULA of despair |url=https://www.pilotlab.org/eulas-of-despair |access-date=9 Oct 2025 |website=Penn State University Pilot Lab}}</ref>
|summary_freedom_3=Users must accept broad terms of service that allow unilateral changes.<ref name="terms-of-service" />
|summary_freedom_4=Can terminate accounts without prior notice at Discord's discretion.<ref name="terms-of-service" />
|summary_freedom_5=No option to opt out of core data collection while using the service.<ref name="privacy-policy" />
|summary_freedom_6=Content may be retained by Discord even after deletion.<ref name="privacy-policy" />
|summary_freedom_7=Server owners have limited recourse if their servers are banned.<ref name="terms-of-service" />
|summary_freedom_8=Forced to use Discord's payment processing for all monetary transactions.<ref name="terms-of-service" />


|summary_transparency_1=Unclear processes for handling law enforcement requests.<ref name="privacy-policy" />
Mentioned within the '''Discord Privacy Policy'''<ref name="privacy-policy3" /> and '''Community Guidelines''':<ref name="community-guidelines2" />
|summary_transparency_2=Vague about specific data retention time frames.<ref name="privacy-policy" />
*Unclear processes for handling law enforcement requests.
|summary_transparency_3=Privacy policy written in relatively clear language compared to industry standards.<ref name="privacy-policy" />
*Vague about specific data retention time frames.
|summary_transparency_4=Provides clear community guidelines with defined enforcement procedures.<ref name="community-guidelines">[https://discord.com/guidelines/ "Discord Community Guidelines"]. April 15, 2024. ''Discord''. Retrieved January 16, 2025.</ref>
*Limited transparency regarding content moderation decisions.<ref name=":0">{{Cite web |title=BBB - Discord, Inc. |url=https://www.bbb.org/us/ca/san-francisco/profile/computer-software/discord-inc-1116-918699 |access-date=Aug 2, 2025 |website=[[Better Business Bureau]]}}</ref><ref name=":1">{{Cite web |title=Trustpilot - Discord |url=https://www.trustpilot.com/review/discord.com |access-date=Aug 2, 2025 |website=Trustpilot}}</ref>
|summary_transparency_5=Limited transparency regarding content moderation decisions.<ref name="community-guidelines" />
**In some instances, the offending content is not shown to the user, nor any metadata, filenames, timestamps, or even the originating channel.
*Server ban appeals process lacks transparency.<ref name="community-guidelines" />
**No limits or restrictions on the age of content (e.g., users can be suspended due to something sent 1500 days ago)
|summary_transparency_6=Limited disclosure of recommendation algorithm factors.<ref name="privacy-policy" />
*Server ban appeals process lacks transparency.<ref name=":0" /><ref name=":1" />
|summary_transparency_7=No clear disclosure of how content is used for platform improvement.<ref name="privacy-policy" />
*Limited disclosure of recommendation algorithm factors.
*No clear disclosure of how the content is used for platform improvement.
==Incidents==
===Introduction of forced arbitration (Oct. 2018)===
In October 2018, [[Forced Arbitration|forced arbitration]] would be added to the [[Terms of Service|terms of service]]. Users could opt out by sending an 'opt-out notice' to [email protected] within the 90 days the after ToS going in effect or registering their first account.'''<ref name="terms-of-service3" />'''


|incidents_1_title=FTC data collection investigation
===Child safety concerns (June 2023)===
|incidents_1_date=Sep. 2024
An [[wikipedia:NBC News|NBC News]] investigation in June 2023<ref><templatestyles src="Module:Citation/CS1/styles.css"></templatestyles><cite id="CITEREFGoggin2023" class="citation web cs1">Goggin, Ben (21 Jun 2023). [https://www.nbcnews.com/tech/social-media/discord-child-safety-social-platform-challenges-rcna89769 "Child predators are using Discord, a popular app among teens, for sextortion and abductions"]. ''NBC News''. [https://web.archive.org/web/20230621152318/https://www.nbcnews.com/tech/social-media/discord-child-safety-social-platform-challenges-rcna89769 Archived] from the original on 21 Jun 2023<span class="reference-accessdate">. Retrieved <span class="nowrap">13 Jul</span> 2025</span>.</cite><span title="ctx_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=unknown&rft.jtitle=NBC+News&rft.atitle=Child+predators+are+using+Discord%2C+a+popular+app+among+teens%2C+for+sextortion+and+abductions&rft.date=2023-06-21&rft.aulast=Goggin&rft.aufirst=Ben&rft_id=https%3A%2F%2Fwww.nbcnews.com%2Ftech%2Fsocial-media%2Fdiscord-child-safety-social-platform-challenges-rcna89769&rfr_id=info%3Asid%2Fconsumerrights.wiki%3ADiscord" class="Z3988"></span></ref> uncovered widespread child-safety issues on Discord, revealing systemic problems with the platform's user protection measures.
|incidents_1_text=In September 2024, the [[Federal Trade Commission]] (FTC) released a comprehensive report examining Discord's data-collection practices as part of a broader investigation into social-media platforms.<ref>[https://www.ftc.gov/system/files/ftc_gov/pdf/Social-Media-6b-Report-9-11-2024.pdf "A Look Behind the Screens: Examining the Data Practices of Social Media and Video Streaming Services"]. September 2024. ''Federal Trade Commission''. Retrieved January 16, 2025.</ref>
 
Investigators identified 35 separate cases where adults were criminally charged with "kidnapping, grooming, or sexual assault" involving contacts initiated through Discord. Additionally, 165 criminal prosecutions involving the sharing of child sexual exploitation material (CSAM) on the platform were documented.
 
===FTC data collection investigation (Sept. 2024)===
In September 2024, the [[Federal Trade Commission]] (FTC) released a comprehensive report examining Discord's data-collection practices as part of a broader investigation into social-media platforms.<ref><templatestyles src="Module:Citation/CS1/styles.css"></templatestyles><cite class="citation web cs1">[https://www.ftc.gov/system/files/ftc_gov/pdf/Social-Media-6b-Report-9-11-2024.pdf "A Look Behind the Screens: Examining the Data Practices of Social Media and Video Streaming Services"] <span class="cs1-format">(PDF)</span>. ''Federal Trade Commission''. 11 Sep 2024. [https://web.archive.org/web/20240919133855/https://www.ftc.gov/system/files/ftc_gov/pdf/Social-Media-6b-Report-9-11-2024.pdf Archived] <span class="cs1-format">(PDF)</span> from the original on 19 Sep 2024<span class="reference-accessdate">. Retrieved <span class="nowrap">13 Jul</span> 2025</span>.</cite><span title="ctx_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=unknown&rft.jtitle=Federal+Trade+Commission&rft.atitle=A+Look+Behind+the+Screens%3A+Examining+the+Data+Practices+of+Social+Media+and+Video+Streaming+Services&rft.date=2024-09-11&rft_id=https%3A%2F%2Fwww.ftc.gov%2Fsystem%2Ffiles%2Fftc_gov%2Fpdf%2FSocial-Media-6b-Report-9-11-2024.pdf&rfr_id=info%3Asid%2Fconsumerrights.wiki%3ADiscord" class="Z3988"></span></ref>


The investigation revealed Discord collects extensive user data, including:
The investigation revealed Discord collects extensive user data, including:
*Message content and metadata.
*Message content and metadata
*Voice-chat participation.
*Voice-chat participation
*Server membership and activity.
*Server membership and activity
*Device and location information.
*Device and location information
Particular concern was raised about:
*[https://www.ecfr.gov/current/title-16/chapter-I/subchapter-C/part-312 Collection of data from users under 13]
*Handling of minor user information
*Inadequate age-verification systems
The FTC identified multiple areas where Discord's practices put users at risk:
*Identity-theft exposure
*Potential stalking risks
*Discrimination concerns
*Mental health and emotional impact
 
The FTC concluded that Discord's data practices created unacceptable risks for users, particularly minors, and called for significant reforms to the platform's privacy protection measures.<ref><templatestyles src="Module:Citation/CS1/styles.css"></templatestyles><cite id="CITEREFTolentino2024" class="citation web cs1">Tolentino, Daysia (19 Sep 2024). [https://www.nbcnews.com/tech/security/social-media-companies-engaged-vast-surveillance-ftc-finds-calling-sta-rcna171814 "Social media companies engaged in 'vast surveillance,' FTC finds, calling status quo 'unacceptable'<span class="cs1-kern-right"></span>"]. ''NBC News''. [https://web.archive.org/web/20240919171049/https://www.nbcnews.com/tech/security/social-media-companies-engaged-vast-surveillance-ftc-finds-calling-sta-rcna171814 Archived] from the original on 19 Sep 2024<span class="reference-accessdate">. Retrieved <span class="nowrap">13 Jul</span> 2025</span>.</cite><span title="ctx_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=unknown&rft.jtitle=NBC+News&rft.atitle=Social+media+companies+engaged+in+%27vast+surveillance%2C%27+FTC+finds%2C+calling+status+quo+%27unacceptable%27&rft.date=2024-09-19&rft.aulast=Tolentino&rft.aufirst=Daysia&rft_id=https%3A%2F%2Fwww.nbcnews.com%2Ftech%2Fsecurity%2Fsocial-media-companies-engaged-vast-surveillance-ftc-finds-calling-sta-rcna171814&rfr_id=info%3Asid%2Fconsumerrights.wiki%3ADiscord" class="Z3988"></span></ref>


Particular concern was raised about:
===Reinforcement of forced arbitration (Sept. 2025)===
*Collection of data from users under 13.
Announced August 29th, 2025, and put into effect September 29th, 2025, Discord updated and re-iterated their [[forced arbitration]] clause, but gave users another option to opt-out of forced arbitration until October 29th, 2025 for existing accounts, or 30-days after initial agreement for new accounts.<ref>{{Cite web |date=2025-09-29 |title=Discord's Terms of Service |url=https://discord.com/terms#16 |url-status=live |archive-url=https://web.archive.org/web/20251007023150/https://discord.com/terms#16 |archive-date=2025-10-06 |access-date=2025-10-06 |website=Discord.com}}</ref> Users are automatically opted into the forced arbitration clause if no action is taken to specifically opt-out of forced arbitration within 30 days. Instead, if the users chose to delete their accounts, the platform forced them to accept the terms in order to access their account, from which to delete it; making accepting the new terms mandatory.
*Handling of minor user information.
[[File:Discord Forced Arbitration 1.png|alt=An example of Discord forcing users to agree to arbitration if they want to continue using the application.|thumb|(2025-09-29) An example of Discord forcing users to agree to arbitration if they want to continue using the application.  The terms of service at the time of this screenshot includes forced arbitration and disallows users from filing a class-action lawsuit.<ref>{{Cite web |last=Discord |date=2025-09-29 |title=Terms of Service {{!}} Discord |url=https://discord.com/terms |url-status=live |access-date=2025-09-29 |website=Discord}}</ref>]]
*Inadequate age-verification systems.
 
===Third-Party Customer Service Data Breach (Oct. 2025)===
In October 2025, Discord issued a press release announcing a "Security Incident Involving Third-Party Customer Service [5CA]", in which "the unauthorized party [...] gained access to a small number of government‑ID images (e.g., driver’s license, passport) from users who had appealed an age determination", as well as other personal data provided to support.<ref name=":2">{{Cite web |date=2025-10-03 |title=Update on a Security Incident Involving Third-Party Customer Service |url=https://discord.com/press-releases/update-on-security-incident-involving-third-party-customer-service |url-status=live |archive-url=https://web.archive.org/web/20251006163040/https://discord.com/press-releases/update-on-security-incident-involving-third-party-customer-service |archive-date=2025-10-06 |access-date=2025-10-07 |website=Discord}}</ref> The number of ID images accessed was approximately 70,000, and the third-party in question was later named as 5CA.<ref name=":2" /> The hackers involved in the breach have revealed  the data was accessed via Zendesk.<ref>{{Cite web |last=Hunt |first=Troy |date=2025-10-04 |title=X |url=https://x.com/troyhunt/status/1974558088847102289}}</ref>
===Vague moderation===
{{Main|Discord's irresponsible moderation}}Reported countless times by users on the BBB<ref name=":0" />, Trustpilot <ref name=":1" /> and a dedicated subreddit<ref>{{Cite web |title=/r/BannedFromDiscord |url=https://old.reddit.com/r/BannedFromDiscord/}}</ref> users have complained about how Discord's moderation is extremely vague. One such user reported their account being banned from the BBB,<ref>{{Cite web |last=Mir |first=Zain |date=Jul 23, 2025 |title=BBB Complaint |url=https://www.bbb.org/us/ca/san-francisco/profile/computer-software/discord-inc-1116-918699/complaints?page=2#1116_918699_23643523 |access-date=Aug 1, 2025 |website=Better Business Bureau}}</ref> with an automated system handling the entire process, replying only with templates, without having a human involved in the appeal process.


The FTC identified multiple areas where Discord's practices put users at risk:
===<!-- Surely there is a better placement for this other than incidents? -->How to delete account without agreeing to ToS===
*Identity-theft exposure.
Visit [https://support.discord.com/hc/en-us/articles/212500837-How-to-Delete-your-Discord-Account How to delete Discord account] and scroll to "Having Trouble Deleting Your Discord Account?" Find the link titled "Reach out to our support team". Direct link subject to user instance - http://dis.gd/support
*Potential stalking risks.
*Discrimination concerns.
*Mental health and emotional impact.


The FTC concluded that Discord's data practices created unacceptable risks for users, particularly minors, and called for significant reforms to the platform's privacy protection measures.<ref>Tolentino, Daysia (September 19, 2024). [https://www.nbcnews.com/tech/security/social-media-companies-engaged-vast-surveillance-ftc-finds-calling-sta-rcna171814 "Social media companies engaged in 'vast surveillance,' FTC finds, calling status quo 'unacceptable'"]. ''NBC News''. Retrieved January 16, 2025.</ref>
Fill out the "Submit a request" form. (A web search for "Submit a request Discord" may help users find the form. Be sure to answer the question "What can we help you with" with "Help and Support" from the drop down.) '''Fill out the form with the same email address connected to the Discord account or this process may need to be restarted!'''


|incidents_2_title=Introduction of forced arbitration
In the form, under "Type of question" there is an option for "Account deletion request". Proceed to fill out and submit the form with any other relevant information.
|incidents_2_date=Mar. 2024
|incidents_2_text=In March 2024, Discord users were notified via email that [[Forced Arbitration|forced arbitration]] would be added to the [[Terms of Service|terms of service]] on April 15, 2024. Users could opt out by sending an 'opt-out notice' to arbitration-opt-out@discord.com within 30 days of April 15, 2024 or registration of their first account.<ref name="terms-of-service" />


|incidents_3_title=Child safety concerns
An email will then be sent with further instructions, including on how to proceed with account deletion, namely by responding to the email with "I confirm that I would like to delete the account associated with [user email]". '''This must be received from the same email as the associated Discord email.'''[[File:Discord Vague Infringement example.png|thumb|An example of how Discord handles its moderation from a user's perspective.]]
|incidents_3_date=Jun. 2023
==References==
|incidents_3_text=An [[NBC News]] investigation in June 2023<ref>Goggin, Ben (June 21, 2023). [https://www.nbcnews.com/tech/social-media/discord-child-safety-social-platform-challenges-rcna89769 "Child predators are using Discord, a popular app among teens, for sextortion and abductions"]. ''NBC News''. Retrieved January 16, 2025.</ref> uncovered widespread child-safety issues on Discord, revealing systematic problems with the platform's user protection measures.
<references />


Investigators identified 35 separate cases where adults were criminally charged with "kidnapping, grooming, or sexual assault" involving contacts initiated through Discord. Additionally, 165 criminal prosecutions involving the sharing of child sexual exploitation material on the platform were documented.
}}
[[Category:Discord]]
[[Category:Discord]]
[[Category:Forced Arbitration]]
Retrieved from "https://consumerrights.wiki/w/Discord"