Account Compromise Verified by EA ToS, but Unjust Ban Remains
Hi Community Managers and Support Team,
I am writing this post as a last resort because all official support channels have been completely locked out for my account.
Sequence of Events:
1. Location and Initial Ban
I am a legitimate player based in South Korea. After discovering my account was unexpectedly banned, I submitted a dispute to EA Help.
2. Security Compromise Confirmed by EA
Upon investigating my dispute, the EA Terms of Service team recognized that my account had been compromised by unauthorized overseas access (Hong Kong/LA IP while I was located in South Korea). EA ToS then sent me an official email and forcibly reset my password to secure the account.
3. No Guidance, Automated Rejections and Lockout
Despite EA ToS acknowledging the hack, the ban remained. During my subsequent disputes, EA never specified or requested what additional documentation/evidence was needed, and simply spewed repeated, automated template responses without proper review. Now, the system has completely blocked my ability to submit any further disputes or tickets on EA Help.
It makes no sense that EA verified the security breach and reset my password, yet refuses to overturn the ban while offering zero guidance and shutting down support channels.
Since I am entirely unable to contact the Terms of Service team through the website, I kindly ask a Community Manager to help escalate my case for a manual human review of my security breach log and ToS password reset history.
Thank you for your time and assistance.
Hi RBM_Rohirrim,
I’m sorry you’ve had to go through the account recovery and appeal process and are still left without the outcome you were hoping for.
Just to clarify, appeals are individually reviewed even when the response uses standard wording. Unfortunately, we’re not able to review the evidence behind an account action, change the decision, or escalate an individual appeal from the forums.
If Penalty History no longer gives you the option to submit another appeal, that generally means the available reviews for that action have been exhausted, and no further appeal is available through the standard process.
You can find more information here: How to get help with Apex Legends account bans and suspensions
You can also review the official appeal guidance here: Check and appeal EA Account locks, bans, and suspensions
I understand this isn’t the answer you were hoping for, and I’m sorry there isn’t another escalation option we can provide from the forums.
