Banned for no reason

I come home from work to play some Apex. I log in, queue up for Arena, and get kicked with the message that I have been banned.

I think it's a glitch and restart my game and it is still saying I am banned.

Me being confused and concerned I go and check my email and I have an email from 10:42 (Monday, May 24th) this morning saying I was banned.

Me being even more confused because the last time I played this game was last Saturday night (May 22nd)... After spending $100 dollars on Apex Packs, and 9 days ago buying the lifeline edition...

Me being even more confused because I didn't even hit any good clips or anything so I have no idea how or why I would get banned.

I got no alerts or anything saying someone logged into my account or anything,

Now I am even more concerned because I see so many people saying they are getting any responses back on the ban appeals so I guess rip my $120 dollars I just spent on this game.

gameplay discussion

E9ine_AC
5 years ago
@Jayhawk2024Hey there, It is up to the user to set up proper security for the account. 2 step would of avoided this as it sends a text or email asking is this you trying to log in. I highly suggest doing this and other security measures they offer and for all games in general. So without that being enabled you will not be notified someone has accessed the account.

14 Replies

EA_Mako
Community Manager
5 years ago
Hey @Jayhawk2024,

Our Terms of Service team absolutely investigates and replies to appeals that are sent in. I'd definitely be sure to go through that process if you haven't already so they can take another look at what happened here.

https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/

The response time will just depend on how many other cases they have in their queue currently, but they will send an email to your registered address once they've finished reviewing the account.
Jayhawk2024
Not applicable
5 years ago
@EA_Mako What do I do if they don't unban me?
Is it possible the see the thing that got me banned or am I stuck sitting in this dark with $120 dollars down the drain?
EA_Mako
Community Manager
5 years ago
@Jayhawk2024
If that turns out to be the case, you're welcome to send in a second appeal to have a separate person from the Terms of Service team look through everything again.

Ultimately the decision for an initial ban and any appeals are based on what we can verify in our records for the game and account activity.

That's something that can only be done by the TOS team and they'll have the final say, so it really just depends on what they find in their review(s).
Jayhawk2024
Not applicable
5 years ago
@EA_Mako So it's not possible the see the reason I was banned?
Like a suspicious-looking play or something?
EA_Mako
Community Manager
5 years ago
@Jayhawk2024
That would be based on our internal records and information, so not something we would share I'm afraid, no.

You should have received an email with some general information, but there wouldn't be anything as specific as a particular play available to share.
Jayhawk2024
Not applicable
5 years ago
@EA_Mako Dang I hope they unban me.
I haven't even played this game since Saturday and I got banned this morning.
I probably destroyed someone and they got mad and reported me and a manual reviewer was having a bad day or something XD

Thanks for your help.
Irres169
Not applicable
5 years ago
The email they sent does not state the reason for which you were banned?
That sounds like it needs fixing and soon.
Jayhawk2024
Not applicable
5 years ago
@Irres169 It said "Cheating"

I was not cheating.

I just looked back at my Club Log and I see I placed first twice in something in Chinese

When those games happened I was not even home.
I guess my account was hacked and I never got a notification that someone had logged into my account.
https://gyazo.com/3cb8ad515b891aa89f07fd48b66af78e
E9ine_AC
Hero+
5 years ago
@Jayhawk2024Hey there, It is up to the user to set up proper security for the account. 2 step would of avoided this as it sends a text or email asking is this you trying to log in. I highly suggest doing this and other security measures they offer and for all games in general. So without that being enabled you will not be notified someone has accessed the account.
Jayhawk2024
Not applicable
5 years ago
There is evidence beyond reasonable doubt that my account was hacked (yes I sent in a form with all that evidence)
(In my club log I have wins in Chinese lettering, at a time I wasn't even home.
I can also prove I wasn't home by Life360 logs proving at the time I got two wins in Chinese servers I wasn't even home.)
But I am not here to talk about being unbanned...
I am here to ask if it is even possible to be unbanned from my account being hacked?
I made this EA account a very long time ago with a very weak password and I don't even think that 2FA was even a thing, or I wasn't even old enough to know how to use that.
I have taken the necessary precautions to secure my account. Change password, and enabled 2FA.
The reason I am asking this because this same thing happened to my overwatch account 5 years ago and they saw it was some Chinese guy and could tell I wasn't Chinese and gave me my account back.
TLDR
So I was just wondering if it possible to be unbanned from an account hack?