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SickToxicWaste's avatar
SickToxicWaste
Rising Newcomer
10 days ago

My account was banned for cheating, but someone stole my account to cheat

My account had been hacked into. When I went to play Apex, I received a message that someone else was logged into my account on another device. After restarting my game multiple times and getting the same message, I decided to check my email. I noticed that I had an email from EA, but in Korean. I translated this email to figure out what was going on; it translated to "On March 30, 2026, at 11:12:29 AM UTC, the email address linked to your account was deleted." This is when I knew my account was hacked. I sat with EA support for 2 hours troubleshooting numerous ways to get my account back and be able to play on my Apex account again. After a drawn-out 2 hours, I was told to reset my passwords for my Xbox and EA account, then wait 20 min. Once 20 min had passed, I logged back onto Apex, and I received a message that my account had been banned for "Gameplay Enhancement". I immediately submitted a ban appeal because this cheating was clearly not me, since I did not have access to my account for the whole day due to the fact that the hacker was on my Apex account. I explained the situation and provided the case number so they can review my conversation with EA help. Even though I provided proof that my account was stolen and I did not cheat, they still denied my appeal. I have just submitted a reappeal, but I am worried that they will just deny it again. Is there any other option other than reppealing if they deny it again? Is there anyone who can help? 

2 Replies

  • EA_mplsnow's avatar
    EA_mplsnow
    Icon for Community Manager rankCommunity Manager
    10 days ago

    Hey SickToxicWaste​

    Glad to hear that you've regained access to your hacked account. If you haven't already, please be sure to go through as many of these security steps as possible to secure your account. 

    I'm afraid you'll need to continue appealing the account action, as only the ToS team has the tools and records to review appeals and account actions. It'd be best to continue including the evidence you've mentioned so they can take a look. 

    Let us know how it goes, thanks! 

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