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Ve_To432's avatar
Ve_To432
Seasoned Newcomer
2 days ago

Apex Coins disappeared after my ban was overturned

Hello everyone

I want to explain what happened with my Apex Legends account because I have contacted EA Support three times and my issue still has not been resolved. I was banned from Apex Legends by mistake. I contacted EA Support and submitted an appeal and the ban was overturned. After I got access to my account again I noticed that my Apex Coins balance was 0 even though I previously had more than 2500 Apex Coins. For my first contact with EA Support I explained the issue and was told that I would be transferred to a specialist. I waited for a long time but nobody responded and the transfer never happened. I contacted EA Support again and the same thing happened. I was told again that I would be transferred to a specialist and I waited for almost an hour without receiving any response. On my third contact I explained the entire situation again. I provided proof that I had purchased items and Apex Coins through official EA purchase receipts and explained that the Coins were previously on my account but are now completely gone. The support agent asked me for a screenshot showing the previous Apex Coins balance before they disappeared. Unfortunately I do not have such a screenshot because I had no reason to expect that my Apex Coins would disappear. I explained this to the agent and provided official EA email receipts proving that I made purchases in Apex Legends. However the agent still refused to resolve the issue because I could not provide a screenshot of the previous balance. I am asking EA to check my account history and determine what happened to my Apex Coins. I would like someone from EA to properly investigate this issue and explain what happened to my missing Apex Coins

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1 Reply

  • EA_Salmon's avatar
    EA_Salmon
    Icon for Community Manager rankCommunity Manager
    1 day ago

    Hi Ve_To432​,

    Thank you for reaching out and providing such a detailed explanation of your situation. I've read through your entire post, and I want to say I'm truly sorry for the frustrating experience you've had. 

    For account security and privacy, we are unable to investigate account details or restore missing content here on the forums. This is something that only our support team can do by looking into your account history.

    I understand you've already tried to contact them several times. To best resolve this, I recommend opening a new case with our team. This will ensure your issue gets a fresh look. When you do, please provide the following details:

    • The case numbers from your previous three contacts, if you have them.
    • A clear explanation that your initial ban was overturned.
    • All of your purchase receipts for the Apex Coins.

    You can open a new case through the EA Help website. I recommend trying the live chat option first. However, if live chat is unavailable or you continue to run into technical issues with it, please submit your case using the webform instead, as it allows you to easily attach all of your documents and case references:

    Providing the history of your previous attempts and all your purchase information in a new, single case will give the support team the best possible chance to properly investigate and resolve this for you.

    I genuinely hope they can get this sorted out for you as soon as possible.

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