Over the past couple of weeks, I've been investigating an apparent wave of undeserved bans across the Forza Horizon community on Xbox, particularly in Japan.

Japan has a strong and unique car culture, and Playground Games acknowledged that Japan has been the most-requested setting for their popular Forza Horizon franchise. Forza Horizon is now in its 6th installment, which is currently available exclusively on Xbox Series X|S and PC.

Indeed, general Xbox adoption in Japan has generally been anemic at best. Microsoft has historically struggled to compete against PlayStation and Nintendo in the region for a variety of reasons. Microsoft's U.S.-centricity has long prevented it from achieving reasonable penetration outside of its traditional English-first markets.

Forza Horizon set in Japan should've been a chance to change Xbox's fortunes in at least one region, but the RAMpocalypse has put a stop to that. But even beyond simply maintaining Xbox Series X|S stock levels, Microsoft has drawn the ire of some Japanese Forza Horizon players, who have once again put a spotlight on its haphazard community management systems.

Ban waves have been hitting some Forza Horizon 6 players in Japan and beyond over anime-styled skins

Japanese "Itasha (痛車)" user-generated liveries seem to be at the center of the ban waves Playground Games has been handing out for Forza Horizon 6 players.

Itasha is a car subculture, literally meaning "painful car," ironically celebrating overly flashy or "cringy" car liveries. The culture represents a nexus of sorts between car culture and anime culture, going all the way back to the 1980s.

As vinyl printing got more sophisticated and affordable, full-blown car skins became prevalent in Japan and even in the West, with otakus with more money than perhaps good taste (or armed with a strong sense of irony) jumping on board. Even major brands have been on the trend in recent years, too.

Naturally, since Forza Horizon 6 allows users to generate their own custom designs, Itasha car culture has proliferated within the game as well. However, sometimes the designs have fallen afoul of Forza Horizon's "E for Everyone" rating. Or at least, on paper.

Some of the skins that have caught bans are pretty clearly in violation of the policies like the above, but others seem relatively innocuous, making users wonder if Microsoft is being a bit heavy-handed.

One user told me that they had been banned for a month, potentially for the above livery, which they had designed and then kept in storage. I say potentially, because Forza doesn't exactly tell you why you've been banned or for which livery.

"This game has a forum for appealing penalties, and although I submitted a post there, I haven't received a reply in over a month," he said. "Consequently, I have no idea which livery caused my ban."

"Furthermore, there are people who received harsher penalties than I did—such as permanent bans or device bans—despite creating vinyls featuring female characters that were clearly less revealing than mine."

Other livery creators have seen their entire Xbox accounts permanently banned without so much of an explanation. If you live in the U.S. or UK and have ever had to deal with Microsoft's Kafka-esque AI-powered support systems, imagine how much worse they are outside of Microsoft's core markets. There's little viable recourse to appeal bans, seemingly, and Microsoft's systems aren't transparent enough about the reasons as to why a user might catch a ban, permanent or temporary.

Some users have speculated that Forza Horizon is using some form of auto-banning system, AI-powered or otherwise, handing out false bans. There are also conspiracy theories of mass reporting to trigger the automated ban systems. Forza Horizon's Code of Conduct claims that all reports are reviewed by a human moderator and now contains a segment regarding "Itasha-style" designs.

"Itasha-style designs are permitted; however, explicit sexual content and sexually suggestive content are forbidden. While we cannot show specific examples of suggestive imagery in this article, designs that depict provocative poses, associated gestures and facial expressions, and attention to specific body parts can be examples of suggestive imagery."

The problem here could pertain to a lack of "specific examples" more than likely. When it comes to art, what could be deemed "sexually suggestive" is subjective across cultures and demographics. But it also continues a general trend of Microsoft's opaque systems for enforcement across its platforms.

A former Xbox staffer told me that the teams that handle moderation within Forza and other games had effectively been gutted by Microsoft's layoffs, leaving a big gap for community management in general across Microsoft's platforms.

Indeed, even beyond the Itasha ban waves, I've been investigating hacked Xbox users being locked out of their accounts due to the way Microsoft handles account support for Xbox as well, and the above could just be symptomatic of overstretched staff unable to handle the workload placed upon them.

The situation underpins Microsoft's struggles in Japan, but also account management systems in general

Microsoft has struggled to get Xbox stock to its main markets, let alone some of its smaller markets like Europe, the Middle East, and indeed, Japan itself. But there's a cultural issue too. Microsoft generally doesn't make or publish games that have strong appeal outside of its U.S.-centric markets, and Japanese publishers have historically arrived on Xbox last.

The situation has improved over time with companies like Square Enix, Capcom, and Konami pledging greater support, but I would argue things still aren't where they should be.

Forza Horizon 6 is currently Xbox exclusive, and if the RAMpocalypse wasn't destroying stock levels, it might've been a good source of progress for the brand in Japan. Regardless, the situation with the Itasha liveries highlights, again, Microsoft's opaque systems for enforcement and account management.

Over the summer, a Brazilian user who was locked out of his account by a hacker actually sued Microsoft and won after the big M admitted he was hacked but claimed they couldn't do anything about it. Since then, Xbox has been working through a backlog to help users locked out of their accounts to regain access, but it shouldn't be this hard.

As more of our content goes digital, and with AI-powered mods and user-generated art becoming more commonplace, the systems that govern access to our digital platforms need to improve a ton. Losing access to years of content and hundreds or thousands of dollars of investment shouldn't come without a clear explanation of why you lost access. Nor should appealing those bans be so slow and difficult.

It'll probably end with some form of legislation, but that won't help today's users.

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I'm just going to say it as plain as I can: Microsoft customer support really needs to improve. We have, of course, had the recent case where someone being locked out of their account went viral on social media, which seemingly magically prompted some action.

Now, over on the Steam Deck subreddit there's an exhausting tale of a player who has been locked out of playing Forza Horizon 6 for 70 days over an issue with cloud sync. And guess what? Xbox support apparently can do nothing to help.

The detailed explanation goes through the entire ordeal, but the problem boils down to an issue with Forza Horizon 6 syncing to Microsoft's servers, not Steam. The game crashed and appears to have created a server-side block on the sync completing, and now leaves the game unplayable as soon as it tries to connect.

I can already hear some that would point at the Steam Deck being the problem. But for starters, the game is Steam Deck verified, and user reports on ProtonDB for the game are pretty good. But games crash on Windows, too.

The alarming part here seems to be that what's happened could, in theory, happen to anyone who bought the game on Steam and doesn't have access to an Xbox to fix it.

Because the short end to the long story is that the final official support 'solution' is to use an Xbox console to delete the cloud save. Which is fine, if you have an Xbox console. Chances are if you bought Forza Horizon 6 on Steam, though, maybe you don't? Either that or you hate money since it's Xbox Play Anywhere through the Xbox App on Windows.

Part of the frustration seems to be that neither the Forza nor Xbox support teams can delete this data on a player's behalf. I find it very hard to believe that a company the size of Microsoft with such an intricate web of servers and cloud support wouldn't be able to do this. It is, however, more convenient to try and pass it down to us to sort out.

It also potentially highlights a weakness within the Xbox cloud system itself, but that's a discussion for another day. But it wouldn't be a stretch to hope that if a sync fails, the system just falls back to the last one that didn't rather than locking up entirely.

Reading this whole drama is just disappointing. Either there are fundamental problems with Microsoft systems that need addressing, or, and I feel like this is probably more likely, customer support just isn't up to scratch.

I've had my own issues over the years with other areas of customer support within Microsoft, so I definitely don't think it's new. And let's be real, the chances of support agents being replaced by AI loom ever larger.

Fortunately, there is a potential way out, but it's not exactly what you'd call a solution. Many on the Reddit thread have suggested signing up for Game Pass and trying to utilize Xbox Cloud Gaming to see if that can help unblock the cloud sync.

Without an Xbox console handy, this is probably the only thing that could be tried, and it sounds like it could work, but the OP hasn't yet come back with an update. Even if it does, it's still some added expense and effort that shouldn't be needed.

Trying to access the cloud storage via the Xbox web app hasn't seemed to work, either, as if the game hasn't been played through cloud streaming in the last 30 days, nothing appears. Likewise, the original poster hasn't had any joy using the Xbox App on Windows 11.

But it's yet another tale after years and years of tales of poor support from Xbox/Microsoft when it comes to technical issues blocking players from their content. It should not take someone going onto the internet and going viral to prompt action.

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