Forum Discussion

Newcomer

16 hours ago

False ban / automatic replies from EA

I have recently gotten banned for Gameplay Enhancement and before it I got banned for a penalty I didn't do, and when I tried to contact EA I just kept getting automated/template replies even though ...

discussion

gameplay discussion

EA_mplsnow

Community Manager

14 hours ago

Hey passedoutpretty,

Thanks for taking the time to give us some context on the situation.

I'm afraid we're unable to support appeals here on the forums, as we don't have the necessary tools or records to investigate. If you feel that an action was placed on your account incorrectly, you'll need to continue following these steps to create an appeal so our Terms of Service team can take another look. Please rest assured that your appeals are already manually reviewed by humans; the team simply uses template responses to relay their decision, so it's understandable to feel that the process is automatic.

If the team finds evidence that supports the ban, you may receive an appeal-declined message. In that case, feel free to directly include any evidence that you're able to find and appeal again. In the meantime, please keep an eye on your case history page once that appeal is created, and the ToS team will reach out via email once that review is complete. Thanks!

passedoutpretty
Newcomer
11 hours ago
Hello,
Thank you for your response. I understand templates are being used, but I am still confused about my ban and what I am supposed to provide as evidence. I’ve tried explaining multiple times that I haven’t used any cheating software or anything like that, and I’ve listed the apps I had running at the time. I also asked what kind of evidence would be helpful so I know what to look for, but I’ve continued to receive the same template response. At this point, I’m not really sure what I can show as proof that I don’t have any cheats. If you have any guidance on what kind of evidence would actually help in reviewing my case, I would really appreciate it.
Thank you.
- EA_mplsnow
  Community Manager
  6 hours ago
  passedoutpretty No worries!
  
  I recommend familiarizing yourself with our User Agreement, Positive Play Charter, and Apex-specific rules to narrow down what might have triggered the account ban and provide information to counter it.
  
  There isn't a particular type of evidence that'll work best, and that information isn't available to us either. Generally speaking, if you can find any documentation of what your PC was running while in-game, it's best to attach it as a file to your appeal rather than listing the apps out. Any information about your hardware setup might also be beneficial.
  - passedoutpretty
    Newcomer
    5 hours ago
    Thanks for the response, I appreciate it. I’ve already gone through the User Agreement, Positive Play Charter, and Apex-specific rules, and I’m still not entirely sure what could have caused the ban. From what I’ve seen, some people mentioned newer Logitech mice being flagged, but I’m using an older model so I don’t think that applies to me. I’ve also seen posts about players being flagged for “smurfing” due to performance, but I can’t say if that’s relevant either. As far as my setup goes, the only software I had running while playing would have been Logitech G Hub and overlays like Discord or Medal, and aside from that I haven’t used anything that should violate the rules. I’ll try to gather any documentation I can about what was running on my PC and include my hardware details in the appeal as suggested.