Forum Discussion

Not applicable

5 years ago

Solved

Help with Ban

I was banned from Apex Legends in January 2021. I started a case the same day I was banned and haven’t received any information about my appeal. When I go to review my case, highlighted in green, it say “In Progress”. What can I expect going forward or am I SOL?

discussion

EA_Lanna
5 years ago
Hi @BTAB87,

In terms of hearing back from Terms of Service, reports from other players on the forum suggest that the average response time is quite long at the moment and it may take a while before you hear back from the Terms or Service team but 2 months sounds longer than any report we've seen come through on the forums for a single appeal.

Could you please connect with the support team for confirmation the tickets in the correct queue please? They'll double check that case number for you to help ease concerns and if it failed to enter the correct queue/send to Terms of Service the advisor will correct that asap. If it's in the right queue, they'll let you know that also.

Once the Terms of Service team have received your case and completed their investigation into the ban, they'll reach out to you via email from this address: [email protected].

- EA_Lanna

7 Replies

EA_Lanna
Community Manager
5 years ago
Hi @BTAB87,

In terms of hearing back from Terms of Service, reports from other players on the forum suggest that the average response time is quite long at the moment and it may take a while before you hear back from the Terms or Service team but 2 months sounds longer than any report we've seen come through on the forums for a single appeal.

Could you please connect with the support team for confirmation the tickets in the correct queue please? They'll double check that case number for you to help ease concerns and if it failed to enter the correct queue/send to Terms of Service the advisor will correct that asap. If it's in the right queue, they'll let you know that also.

Once the Terms of Service team have received your case and completed their investigation into the ban, they'll reach out to you via email from this address: [email protected].

- EA_Lanna
omcirone
Not applicable
5 years ago
I'm so DONE with this, i can see that a lot of people are having the same issue of getting banned for no reason, and i just actually GOT IT !
i'm just baffled that i have to wait for 2 months to get my case reviewed and that i even have to do this, like on what ground are they even banning people For ??
Just an angry message BTw, Done with EA *
E9ine_AC
Hero+
5 years ago
@EA_Lanna There are quite a lot in Hideouts discord thats been waiting still since December. =(
EA_Lanna
Community Manager
5 years ago
Hi @E9ine_AC,

2 months sounds longer than the reports I've been seeing on AHQ. If you could relay this for me; I'd suggest they too get in touch with the support team so an agent can check the case is working it's way to Terms of Service as intended.

- EA_Lanna
E9ine_AC
Hero+
5 years ago
@EA_Lanna They have but from what I understand trying to get in touch with them resets the que time from the ticket being updated. Unless you have a link I can share with them on another way to contact them without effecting those que times on original tickets.
EA_Lanna
Community Manager
5 years ago
Hi @E9ine_AC,

I'm not full-sure about the ticket resetting but if it's a concern they can always open a new one and not touch the one that's been sent up. Alternatively, they can reach the support team through Twitter or Facebook instead and ask the agents there to check on a case - that shouldn't require opening the escalated case.

For Twitter - Select the message icon to get assistance

For Facebook - You can select the 'send message' option on the accounts home page

- EA_Lanna
E9ine_AC
Hero+
5 years ago
@EA_Lanna I let them know thank you kindly for the information.