My account was banned due to activities by a hacker, not by me. I love Apex Legends and have invested a significant amount of time and money into this game. I respectfully request that you lift the ban and assist me in changing my registered email address, as the current one has been compromised and is no longer secure. Thank you for your help.
Who can help me?
I really don’t know what to do. Not only was my account stolen, but it also got banned. I can’t reach any human customer service, there’s no way to appeal the case, and now the ban record is gone too.
Community ManagerHey JUESI4ASAN,
Sorry to hear that your account was compromised and actioned during that time. If you haven't already, please go through as many of these security steps as you can to ensure your account is secure and under your control.
Unfortunately, we can't support account-related requests here on the forums because we lack the necessary tools to help. You'll need to contact live support for help securing the account and changing account details. They'll be able to work with you after verifying your ownership of the account with a few questions.
When it comes to the ban, typically, you'll be able to submit an appeal through the Penalty History tool. I see you've mentioned that the ban record is gone. That happens when the Terms of Service team has exhausted the number of reviews available for the case and is usually indicated by an email stating they consider the case closed. If you received an email along those lines, that would explain it.
If that isn't the case, please reach out to live support in a separate case from the account security case, and they should be able to explore other available options with you.
Thank you for your advice. But my biggest problem right now is that my ban record no longer shows up on the official EA website, yet every time I try to log into the game, it says my account has been locked. I tried to submit a second appeal by continuing my previous appeal case, but the response I received was that it would not be accepted. I really don't know what to do anymore.
Besides, I tried to contact a human support agent again to submit a new appeal case, but every time I was only directed to an AI chatbot. The AI kept asking me questions and then had to summarize my issue at the end—I waited three hours just for it to finish the summary. What on earth am I supposed to do now? I can’t reach any real support, and all my appeals have failed. I can only pin my hopes on the forums now, hoping to get some help there.
Unfortunately you won't be able to speak to a human to appeal the ban and the appeal system is all automated. It's a very flawed system.
Community ManagerHey JUESI4ASAN,
Just to be clear, appeals and bans are handled solely by the Terms of Service team, which I'd like to assure you is composed of humans. So I'm afraid we're unable to directly support appeal requests here on the forums as a result. The best we can do in this case is point you to live support and see if they can create an appeal for you on their end.
Since you're receiving some pushback from the NextStep bot, please use this web form instead. Once you fill out the form, you'll be redirected to a page with some self-serve options, including the option to chat with an advisor, depending on the issue you select.
When appeals are declined, it roughly means the Terms of Service team found evidence supporting the ban. In which case, feel free to appeal again and include any evidence you're able to find that supports your innocence.
Thank you for always answering my questions. However, when I accessed the website you provided, the same problem occurred as before: no one has handled my case, and I cannot find a human customer service representative. I truly appreciate your help with every issue I’ve had.
I have been playing Apex Legends since 2021. I have experienced many issues such as unstable network connections and rampant cheaters, yet I still genuinely love this game. I still remember back in 2024, when my account was stolen, I could easily reach a human customer service agent, who patiently assisted me. It was such a supportive and thriving experience.
But now, I really don’t understand why the company that once cared for me and brought me joy has become like this. I’m sorry for venting so much. I just feel that, from a player’s perspective, EA has let me down deeply.
