Forum Discussion

Yaksa-V's avatar
Yaksa-V
2 years ago

I would like to know about the issues regarding my account. ！！！！！

Hello everyone in the EA community. This is my account log file. My account was banned from May to June 2023 for unknown reasons. I have appealed to your customer service representatives three times, but unfortunately, my appeals were rejected and I was informed that my account was banned due to violation of Protocol 6. However, I did not give up and continued to try to appeal during this period. I have never engaged in any cheating behavior in the game, in fact, I despise cheaters.

Recently, through information from a friend, I was told that I can find out the issue with my account by checking the blood log files. Today, with the help of the forum, I found my account's log file and discovered that my account was banned for unfair advantage in competitive play. On October 28th, it was briefly unbanned but then banned again, and I did not receive any email notifications regarding this. In the log file, the records of my IP address at the time of playing Apex at its highest frequency are missing. I don't know why I can't find the login addresses associated with my IP, and I don't know why my account was banned. The issue of network security has always been present, as I play Apex through Steam and my account has been compromised multiple times. However, I have always recovered my game data without any anomalies. It wasn't until May when I received a red letter in my email informing me that my account would be banned due to Protocol 6 violations.



This is a shame for me, from CSGO to Apex, I have never cheated in FPS games. Cheaters in games are also the reason why I gave up on Apex. However, the recent performances of the Chinese team in top-tier competitions have once again inspired me to continue my appeal. But I don't know if your customer service has really checked the reason for my account. I used to be a college student, but now I have graduated and worked. I have to fight against depression and life, and I only have a little time to play games every day. So I hope your employees can tell me what's wrong with my account, why it was banned, why I lost the log files, and how to get my account back! Please put aside your prejudice against us. There are a group of players in the Far East who silently support Apex, although we are subject to many rules, but we love this game. I think we should also get the customer service treatment we deserve to solve our problems! Not every player in the East can find a community to express their opinions! Of course, if there are cheaters, be sure to deal with them seriously, improve your anti-cheat mechanism and gaming environment! Instead of casually sanctioning innocent players! ! Wish every Apex player good luck!

[Images removed, personal info visible - Admin.]

gameplay discussion

7 Replies

  • Yaksa-V's avatar
    Yaksa-V
    2 years ago
    @Yaksa-V There are obvious flaws in my log file, why did this happen and the evidence I need has been destroyed?
  • OldTreeCreeper's avatar
    OldTreeCreeper
    Hero+
    2 years ago

    @Yaksa-V

    The EA staff who work here on AHQ cannot help you directly with account-related issues, such as bans, only the TOS team can help you.

    All the available information relating to your ban would have been communicated to you via the email associated with your EA account.

    You can also check out your ban history here, but please note not all bans may appear here:

    https://help.ea.com/en/my-ban-history/

    If you feel you have been incorrectly banned, the only thing you can do is to dispute any action taken against your EA account by following the steps in this article:

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

    There is also this EA guide on bans and suspensions :

    https://help.ea.com/en/help/account/electronic-arts-account-suspension-policy/#:~:text=A%20suspension%20is%20when%20we,a%20certain%20period%20of%20time.

    It is my understanding that you can appeal a ban a number of times, but I think you have done that and your ban is permanent. 

  • Yaksa-V's avatar
    Yaksa-V
    2 years ago
    @老树爬行者 Thank you for your response. Yes, I have tried many times. It's been about six months now, and their team is extremely arrogant. I found an abnormal login IP address in the Steam app, but they ignored me. Later, I downloaded EA's log files to check my login IP addresses and was surprised to find that during the time I enjoyed playing Apex, all the IP login addresses were missing. I asked customer service, but they didn't provide a clear answer; they just passed the issue to their team. I've sent multiple emails to their team, but each time I received the classic rejection after three appeals. I feel helpless. I suspect there's serious racial discrimination within their team, as their handling of my account has been excessively arrogant and they've ignored the evidence I provided, even obstructing my attempts to gather proof. Earlier today, when I asked customer service again about the loss of my log files, they once more passed the issue to their team. However, the result of the emails I sent is nothing but a death sentence after three appeals. I feel very helpless. Thank you again for your response.
  • Yaksa-V's avatar
    Yaksa-V
    2 years ago
    @OldTreeCreeper Actually, I had already decided not to continue playing this game because of the cheaters involved and also due to the issues within my region. I intended to give up on this game. However, the recent success of the Chinese team in the world championship and the story of a cancer-stricken girl who loves Apex and fights against the illness once again inspired me. But the attitudes of the customer service and the team have left me very disheartened. The heirloom skin that I earned in the game is so precious to me that I don't want to create a new account to play again. I worked hard for that through my efforts. EA's handling of cheaters and bugs is simply shocking, and their solution to these issues involves punishing players like us. During my time playing, my account did not engage in any shameful behavior. However, when playing in internet cafes, my account may have been compromised, but to the team, it's all just my excuses; they don't care at all. It's disappointing and infuriating!
  • Asmodeus566's avatar
    Asmodeus566
    Hero+
    2 years ago

    @Yaksa-V 

    As @OldTreeCreeper mentioned we cannot assist with Account actions here. Please follow their guidance on how to dispute the sanction.

    Also EA does not discriminate as you suggested and they do not tolerate discrimination.

    You mention that your account was hacked many times, account security starts with you and from what I have also seen you mention you accessed your account in the past from an internet café which is of course unsafe as that would not be a trusted device.

    Account Safety

    How to keep your account and hardware safe 101:

    1. Use strong passwords for you game account.
    2. Use strong passwords for the associated E-mail account. Keep track of your e-mail accounts and what they are connected to.
    3. Do not share either of these passwords with others. Keep note of your passwords in a safe place.
    4. Enable two factor identification for both the game and associated E-mail accounts.
    5. Do not let others use your game account (Friends and family alike) because if they do something wrong on your account it is still your fault, nobody wants to have a sanction on their account because somebody else did or said something wrong.
    6. Do not use internet café’s to access your account and play, you do not know what software is on the hardware there, you do not know if the hardware at the cafe has a hardware ban and this can affect your account in a negative way.
    7. I would suggest only accessing your account with your own trusted hardware, gaming on another person’s hardware brings some of the same risks as above.
    8. I would also suggest not letting others use your hardware in order to play with their account, because if they get a hardware ban on your hardware while using it, it can have a negative affect on your account.
    9. Buying used hardware comes with risks as well. The hardware could have been banned and this is not an EA problem but a problem between the buyer and the seller. 
    10. Play nice with others, in other words do not de-mean, harass or bully others in Chat or over voice coms, both can be reported and that can also have a negative effect on your account.
    11. Use non-offensive user/gamer tag/club tags, if you get a warning about such change it, doing otherwise can lead to a negative effect on your account.
    12. Play fair, boosting and teaming are cheating.
    13. Play fair using cheating software or hardware is not fair and is really only cheating yourself.
    14. Re-read the Terms of Service agreement and the Terms of Sale agreement you agreed to play this game and adhere to it. https://www.ea.com/legal/user-agreement and https://www.ea.com/legal/terms-of-sale

    About points 7, 8, and 9, I do know that not everyone can afford multiple hardware setups for the entire family and there is trust that has to be there, talking about the does and don’ts on the use of shared hardware should be done so everybody can enjoy what they do on the hardware and everyone can be safe.

    If you believe you have been hacked take appropriate measures to secure your account and associated E-mail account https://help.ea.com/en-gb/help/account/secure-hacked-ea-account/

    If you believe that a sanction (Suspension/Ban) placed on your account was by mistake you should reach out to the Terms of Service team https://help.ea.com/za/help/account/information-about-locked-or-banned-or-suspended-accounts/

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