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Skuly's avatar
Skuly
5 years ago
Solved

Banned & can't get help.

Never even really played the game yet I installed it on steam and find my account banned. I think I installed it once and played 1 match and quit... maybe. I installed the game last week on Steam ...
discussion
  • Skuly's avatar
    Skuly
    5 years ago

    Yeah but if my origin client says "Hours Played about 1 Hour" is that like how steam tells you your total hours or is it saying the last time I played I played an hour?

    EA won't tell me any info not even when this ban happened.

    I have absolutely no info other then my Origin says I own the game and have 1 hour played and the last time played was April 2020. I am assuming I installed the game and tried it for a match or 2 but I don't even remember that. And now may 2021 I installed it on steam to try it thinking it was my first time and I find myself banned.

    That is all I know.

    I keep emailing them and they keep saying the investigated and that is all they keep saying... idk what is going on.

    I wish I knew a way to prove what I am saying is true because I feel like I'm being called a liar and a cheater by them and I can't do anything about it.

    EDIT: I made a thread about this on steam and someone linked me to a steam post that says...

    1. Open Origin click origin top left
    2. EA help & billing
    3. Your EA data
    4. Request a download ( once file is ready download it)
    5. Open the downloaded .json file with notepad
    6. Scoll all the way down to the bottom and find all your login information , there you will see if there were failed and successful attempts etc

    Use the above information when opening a support ticket with EA as proof.

    Hopefully this information would prevent future 'banned for no reason' threads as users can now read this and use it to create a case with EA and not try get help/abuse here .

x_Tr1n_x's avatar
x_Tr1n_x
5 years ago
@B0n3SawMcSizzla hmm, if you have login verification on both accounts and you don't have anything suspicious in the logs, so probably it is something else then...
B0n3SawMcSizzla's avatar
B0n3SawMcSizzla
5 years ago

@x_Tr1n_x That's what I've been trying to explain to EA customer support. They won't tell me if it was anti-cheat or if I was reported. A lot of the accounts I ran into and played with at the end of the season seemed like they were smurfs or alts, so there could have been hacking in the games I played. One random squadmate even said something about having issues being disconnected.

  • x_Tr1n_x's avatar
    x_Tr1n_x
    5 years ago
    @B0n3SawMcSizzla you can try to ask details in the appeal. If they dont provide, so you can try a twitter support and a phone support. They are talking less like bots and you might have more chances to get some extra information.
  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @x_Tr1n_x Maybe I did get hacked. I didn't see anything in the one from 4/27, but it looks like someone tried on 5/05 after I changed my password and added 2FA:

    {
    "Event_Type": "loginLog",
    "IP_Geolocation": "Ha%20Noi-VN-1xxx00",
    "IP": "113.xxx.xxx.219",
    "Timestamp": "2021-05-05T19:09:55.724Z",
    "Event_Status": "FAILED"
    },

  • x_Tr1n_x's avatar
    x_Tr1n_x
    5 years ago
    @B0n3SawMcSizzla you might need older logs to be sure. As you can see it was an unsuccessful login attempt. But if you received the code on your email on this event, it means the correct password was entered.
  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @x_Tr1n_x  This was after I changed my password and added 2FA. The logs don't go back before that.

  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    My password was long and complex both before and after I changed it when this occurred. If it was allowed to be brute forced then that is really EA's fault. Steam has 2FA on by default and I don't see anything from Steam about my account being accessed. This looks like EA was hacked and this is happening to other users. 

    @EA_Darko @EA_Dave @EA_Zoe @EA_Guy @EA_Joz @EA_Mat @EA_Kat @EA_HLT @EA_Mai @EA_Kent @EA_Andy @EA_Andrea @EA_Bowe @EA_Evan @EA_Eric @EA_Erika @EA_Hux @EA_Kr1s 

    If this is going on with multiple users then we should be informed to change our passwords or enable 2FA.

  • B3ntar's avatar
    B3ntar
    5 years ago

    create a new origin account and live happyly ever after.. "Nothing old nothing new, nothing ventured" one hour of game time, why bother?

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hey @B0n3SawMcSizzla please do not mass tag CMs as doing so is against the AHQ User RUles and Guidelines.

    If there is a ban on your account then you will need to speak to our Terms of Service team.

    The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/

    1. Click Contact us at the top of any page on EA Help.
    2. Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
    3. Choose your platform.
    4. Select Manage my account, then Banned or suspended account.
    5. Fill out any other details below.
      • For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
    6. Click Select contact option.
    7. Sign in to your account that has the ban or suspension, if you aren’t already.

    Darko

  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @EA_Darko Sorry. I am just trying to get anyone's attention who can help me. I went through the two week process. I didn't know I need to hand deliver the login information and that the info was cleared when you reset your password. The process for reclaiming our accounts after what appears to be a breach is not user/customer friendly.

    [Removed by CM]

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hey @B0n3SawMcSizzla please stop spreading misinformation on AHQ.

    If there is a ban on your account then you will need to speak with our TOS team.

    Darko 

  • B3ntar's avatar
    B3ntar
    5 years ago
    @B0n3SawMcSizzla a brand new acc won't be linked to anything realy.. creating a new Gmail acc, and then a new origin acc takes Five minutes all together.. more time was spent on this post 😉
  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @EA_Darko How is that misinformation? Either EA security is weak and allowed my password to be brute forced or.....

  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @B3ntar I am not the OP. I want to keep this account that I completed 7 seasons with.

  • B3ntar's avatar
    B3ntar
    5 years ago
    @B0n3SawMcSizzla a ban is not given lightly so if there is a ban its probably diserved, in some rare cases its not though and thats where the Dev team comes to investigate it. if after investigation the outcome would be that a person is rightfly banned they should live with it.. (shouldn't have cheated.)
  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @B3ntar Actually the TOS doesn't have the login information showing the IP addresses that accessed your account. apparently you need to download this and give it to them. If you change your password, it clears everything from before that. In my case, the hacker in Hanoi tried to access it a few days later and it showed up as a failed attempt. Are you implying I just decided to try cheating on my main and only account after two years of spending money and playing fairly???

  • B3ntar's avatar
    B3ntar
    5 years ago
    @B0n3SawMcSizzla i am not implying anything, Don;t get me wrong.
    if you are a legit player as you state. the devs will notice and give you full access to your own account again.
    if not.... well you know.

    you could eventualy have given your acc info to a nephew/brother/friend in Hanoi and maybe they tried a cheat or two...

    understand that this is a verry delicate issue.
    every cheater can state it was not me, i was hacked...
  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    I'm hoping the IP address matched other 'cheating' cases.

  • E9ine_AC's avatar
    E9ine_AC
    Hero+
    5 years ago
    @B0n3SawMcSizzla The company offers a vast amount of ways to protect your account. You are responsible for the account. When you didnt add 2 step and other measures then that itself possibly allowed the account to be hacked. But I can't say you can blame the company for you neglecting to set up the proper security that they offer in many forms.
  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @E9ine_AC Yes I wasn't aware of 2FA. It seems to be on by default in Steam and the Bethesda launcher. That was an oversight on my part. Some sort of popup reminding me to enable it would've been nice. I'm also surprised that my password was able to be brute forced if that is what happened.

  • B0n3SawMcSizzla's avatar
    B0n3SawMcSizzla
    5 years ago

    @E9ine_AC Also, when I enabled 2FA and changed my password it cleared all the login info from before that. Luckily the hacker made an attempt a couple days later. Can someone please help me here? It has been weeks now.

  • E9ine_AC's avatar
    E9ine_AC
    Hero+
    5 years ago
    @B0n3SawMcSizzla As the mods have explained nothing at all can be done here on the forums. This can only be taken care of through the TOS team. No one on the forums has access to that information.
  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    5 years ago

    You will need to speak to our Terms of Service team @B0n3SawMcSizzla.

    They are the only team who can assist you in relation to a sanction or ban on your account. 

    The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/

    1. Click Contact us at the top of any page on EA Help.
    2. Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
    3. Choose your platform.
    4. Select Manage my account, then Banned or suspended account.
    5. Fill out any other details below.
      • For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
    6. Click Select contact option.
    7. Sign in to your account that has the ban or suspension, if you aren’t already.

    Darko

  • Skuly's avatar
    Skuly
    5 years ago

    Why don't yet off your high-horse. I have Login- Verification on because I've learned that Authenticators doesn't always work.

    Do you know how many times my wow account got stolen and I had bought  one of those physical authenticator devices? then Blizzard added phone number authenticators (SMS protect) and I still kept getting hacked.

    You want to put the blame on the user but I am pretty sure these hackers find a way to bypass 2-step authentication.

    In my 20 years of PC gaming this is only the second game I have had my account hacked that I know of... in wow from like 2009-2010 and I got tired of having to get a gm to restore my account so when cataclysm came out and it got hacked again I told them just close the account. an d now apparently Apex Legends.

    And I haven't used authentication except in Uplay and Steam and I turned off the Uplay authenticator a long time ago because I kept getting a new phone or resetting my phone and losing access to the authenticator app.

    We can blame the company and I do blame them for not offering a Game account reset or something at least.

    If they can't realize the Apex account was hacked and they won't allow us to reset the account they should atleast let us unlink the account from steam.

  • Skuly's avatar
    Skuly
    5 years ago

    Yeah except not only did they unfairly ban my Apex account they won't let me unlink the account from steam.

    I reinstalled the game on steam and even changed my password of my EA account and Apex on steam still logs into the banned account.

  • Skuly's avatar
    Skuly
    5 years ago

    Oh and EA refuse to help me or give me ANY information about when my account got hack but I think I managed to figure it out when I reinstalled Apex on steam and found it still goes to the banned account .....

    I looked at the profile and saw it shows you games played by season and I found which were me and which were the hacker.

    Here is me, I tried the game in season 3 and played 2 games and quit... like I suspected because I usually try 1 or 2 matches in a battleroyal then don't come back for a long time.

    https://imgur.com/cF5ZnMV

    And in season 4 there were 32 games played so I am pretty sure thats when they account got banned and it wasn't me playing 32 games.

    https://imgur.com/iasCWOt

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