Forum Discussion

Seasoned Newcomer

1 month ago

Solved

Apex ban got overturned, but the game is still locked

I appealed the Apex game ban I received on July 12, 2026, on help.ea.com.
The case ( Case #250605972) shows it has been overturned, and my ban history can no longer be found, but when I log into Apex, it still shows my account is locked.

I seriously suspect that the anti-cheat database didn't sync with the TOS when lifting the ban.

discussion

EA_mplsnow
1 month ago
Hey Lulu9016,

Sorry to say, but we aren't able to discuss appeals or account actions here on the forums, nor do we have the means to escalate them, as we can't access account information. Live support might be able to confirm whether there's an outstanding account action on your account if you haven't reached out yet.

Generally speaking, if you've already followed the instructions to reset your password as prompted and are still seeing the message that your account is locked, you'll need to follow these steps to create an appeal so our Terms of Service team can take another look. It sounds like there might be another account action that's still active.

Once you create the appeal, please keep an eye on your case history page, and the ToS team will reach out via email once that review is complete. Thanks!

5 Replies

EA_mplsnow
Community Manager
23 days ago
Lulu9016 Can you try changing the answer for the first question, 'What kind of issue are you facing?' to 'Login issues' and try again? Doing so should take you to a self-service page that includes the option to speak with an advisor. Once you're connected, the advisor can look into the account with you.
Lulu9016
Seasoned Newcomer
1 month ago
yes, i use webform and selecting 'summit an appeal' as my topic, but when i summit, no 'email us' bottom on the web. So i can not convey my appeal to TOS.
EA_mplsnow
Community Manager
1 month ago
Lulu9016 Thanks for the images. Since it's been a few days, were you able to reach live support for confirmation by using this web form and selecting 'Login issues' as your topic, or create an appeal since then?
Lulu9016
Seasoned Newcomer
1 month ago
I
have already tried to create a case using my registered email, but I failed. This is my penalty history and the result of filling out the appeal form."
EA_mplsnow
Community Manager
1 month ago
Hey Lulu9016,

Sorry to say, but we aren't able to discuss appeals or account actions here on the forums, nor do we have the means to escalate them, as we can't access account information. Live support might be able to confirm whether there's an outstanding account action on your account if you haven't reached out yet.

Generally speaking, if you've already followed the instructions to reset your password as prompted and are still seeing the message that your account is locked, you'll need to follow these steps to create an appeal so our Terms of Service team can take another look. It sounds like there might be another account action that's still active.

Once you create the appeal, please keep an eye on your case history page, and the ToS team will reach out via email once that review is complete. Thanks!