Forum Discussion

5 years ago

Solved

I've been banned from apex due to my account

I've been banned in apex for around a month now due to my account being hacked on the Origin side after the migration to steam and also the fact that i did not set up 2fa for origin.

I've been trying to get someone to help on this for about a month and have raised 3 separate tickets on this issue with the promise of getting an email reply back from the support after they escalate the case to the TOS team and thus far i haven't received ANY replies at all via email and only from checking do i keep seeing the case status being set to closed which resulted in follow up case which than resulted in the status 'No fix available'.

How hard is it to actually trace the logins of the IP to show that i did not login at the specific location or even the fact that i will try to hack on an account that i actually spend money on when an apex account is free to create.

discussion

EA_Mako
5 years ago
Hey @ImpossibleMeat,

While I do see the more recent cases have been closed as duplicates, your first submission is still in the Terms of Service queue to be reviewed.

That hasn't been lost, the TOS team is just a bit behind due to a high volume currently. Sorry about the wait, but they will get back to you via email once they've had a chance to investigate that first case you had created.

Thanks for the patience in the meantime!

6 Replies

Palor0
5 years ago
Make a new ticket
For banned users you need evidence of your account being hacked, follow these steps.
Open Origin click origin top left
EA help & billing
Your EA data
Request a download ( once file is ready download it), this could take an hour or so.
Open the downloaded .json file with notepad
Scroll 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 to get help/abuse in the forums. They may or may not contact you, just try logging in every now and then about a week after you submit your file to them.
Good Luck.
hayhor
Hero
5 years ago
@RichBoiLarry See above.
DarthValtrex
Hero (Retired)
5 years ago
@ImpossibleMeat If they close the next appeal you submit let me or Hayhor know and we can flag it for a CM.
ImpossibleMeat
5 years ago
@DarthValtrex got it. raising an appeal now and will let you or hayhor know if they close it again. thanks!
EA_Mako
Community Manager
5 years ago
Hey @ImpossibleMeat,

While I do see the more recent cases have been closed as duplicates, your first submission is still in the Terms of Service queue to be reviewed.

That hasn't been lost, the TOS team is just a bit behind due to a high volume currently. Sorry about the wait, but they will get back to you via email once they've had a chance to investigate that first case you had created.

Thanks for the patience in the meantime!
ImpossibleMeat
5 years ago
Hi @EA_Mako,

Thanks for the update on this. but can i just check as to when they will reply on this as i understand that there might be a lot of similar cases which require their attention, my first submission has been up for more than a month and being in a service sector myself, i believe that there will be an SLA or similar in which the TOS team has to reply us to keep us updated on this issue.