About being banned for no reason and not even having a chance to appeal!

When I found out that this forum doesn't even support Chinese, and after switching to posting in English, the email addresses I sent were all automatically deleted, I’m just going to assume this is to protect our personal privacy.

EA_mplsnow​ here English

Hey zuoyouow​​, 

Sorry to hear that there's been difficulty creating a case and getting in touch with live support. 

Your email provider shouldn't affect your ability to appeal, as appeals are made using EA Help after signing in to your EA account. Just to confirm, did you follow these steps to create an appeal? Unfortunately, we're unable to support account actions here on the forums, so you'll need to create an appeal for our Terms of Service team to review the decision with the right tools and records.

Once you create that appeal, feel free to keep an eye on your case history page, and the ToS team will reach out via email once that review is complete.

If you're seeing an empty Penalty History page, please try contacting our live support team via this web form to have them help you create an appeal. Once you're redirected to the self-service page, there should be an option to chat with an advisor.

Let us know what you're seeing, thanks!

First of all, I’ve been trying for two years, can you understand that? My account isn’t worth much, but I just want to appeal to get my account back. To get to the point, if I try to use the normal process and start an appeal directly in my penalty record, no matter what I do, it just shows ‘We encountered an error, unable to create a case,’ which means I can’t even send an appeal email. And no matter how much I search, I can’t find a customer service window. Don’t tell me it’s because I messed up the process, because like I said, I’ve been trying for two years, and I even tried logging into someone else’s account. As expected, I could start creating a case and could find a customer service rep. So from this, it can be concluded that it’s not my mistake that prevents me from appealing, and this isn’t just an isolated case. If you’re willing to investigate, or maybe you already know that it’s basically impossible to appeal with a NetEase 163 email, right?

My request isn’t high or difficult. I can assure you I haven’t cheated. Of course, I’m not just going to assume you guys will lift the ban for me, but at least give me a chance, can you understand that? Even if my appeal gets rejected, at least I’ll know that it was your anti-cheat department that gave my account a death sentence, that it’s your team that wrongly banned a player. Even so, I can only laugh it off. I play Apex, I’ve dealt with terrible servers, broken gameplay experiences, and unstoppable cheaters—we’ve all been through that. So whatever comes next, I’ll just laugh it off. But if it’s like this, like some kind of divine authority, just telling me, 'You’re banned,' and not even giving me a chance to defend myself—do you think that’s fair? Whether in-game or not, in a competitive fair game? If that’s the case, doesn’t that make EA a joke?

zuoyouow​ Thanks for clarifying what you've tried so far and for sharing the error you encountered. It's understandably frustrating to not be able to submit an appeal when others can do so just fine. Let's try troubleshooting this, as you should be able to appeal. 

If you haven't already, please try using a different browser and opening a new incognito or private window. Do make sure your ad blockers are disabled, cookies are enabled, and browser cache is cleared to see if the same error message appears. 

Additionally, have you tried using the web form link shared earlier? Once you fill out the form, selecting 'Login Issues' as the issue, you should be redirected to a page titled Your EA Help support options, where there's an option to chat with an advisor. If that option doesn't exist after signing in, please try accessing the web form as a guest. 

Let us know once you've tried the above and if you're still seeing an error message. 

What more response should I give? I'm not sure if you are really trying to solve problems for players. I’ve said it before: I’ve been trying for two years. I just switched to another account, a non-163 email account, and I was able to start creating a case and reaching human customer support. I'm not trying to criticize anything or pursue any kind of justice; I’m just telling you what I’ve experienced. The fact is, I just tried the method you gave me, and the answer is obvious: no. So, whether players using NetEase 163 emails can’t appeal is a bug or an internal EA decision that can’t be openly stated, I don’t know. I’m not a conspiracy theorist, maybe there’s a reason for everything. As I’ve repeated many times, this is not an isolated case. If you want, I can find countless similar cases to show you. I just need a solution. I’m not trying to pursue justice. I’m just an ordinary gamer, so please take my problem seriously and tell me how to fix it, or help me fix it, instead of just saying, ‘go contact our customer service team’ and then when I do, I get turned away. Please.

zuoyouow​ I understand you want a solution to the issue you're contacting us about, and we hear your observation about 163 emails being unable to go through the appealing process. 

Just to quickly shed some light on why we direct you to our live support team: unfortunately, we don't have the tools to directly help with account-related requests here on the forums, nor can we discuss account information on this platform for privacy and other reasons (what EA staff here can help with).

In other words, while we aren't able to provide a solution to the issue you're contacting us about on the forums, we want to direct you to the team that might. Contacting live support for assistance is the best and only way forward if submitting an appeal the traditional way isn't working, as they are best equipped for those conversations and requests. 

On that note, since you mentioned being able to connect with live support on a different account, please try to reach them or create a case using this web form while logged out in guest mode. If you have an alternate EA account using a different email domain, feel free to contact support through that route instead, and include a link to this thread so they have more context. 

If you really want to reply to me, or confront the questions I’ve raised, please seriously refer to my first and second responses, or don’t reply at all, or respond like I said in the second one.

First: Even if I contact the EA support team with a different account, it’s useless. I requested an appeal, or asked for other solutions, but they uniformly replied, 'We’ve submitted it to the professional team, please wait.' The outcome is obvious—I never received a single email from the support team regarding my situation, only emails about my account handling.

Second: If this can’t be handled here, then can it be done via private message, or can your team help contact the support team? I’ve repeated countless times that even if I find online support, it’s useless. Do you understand? No one cares at all.

Third: I’m not sure if you’re just trying to shift the problem. If that’s the case, just simply reply, 'You did your best but are powerless,' instead of pretending to help solve the problem like this.

Fourth: The topic of my post is 'I don’t have a window or opportunity to appeal.' Then I repeatedly added that no matter what method, there’s no way for support to actually handle my issue. So if you reply, do you only have two choices: one is to acknowledge the problem and then tell me it can’t be solved, even if it’s an excuse, like 'We’re sorry you experienced this, we are currently investigating,' or something, rather than repeatedly, like following a script, insistently telling me, 'This can’t be resolved here, contact support.'

Yes, you said it can’t be solved here, but this is a forum, right? If support doesn’t handle it and the forum admins don’t handle it, shouldn’t at least someone acknowledge the problem exists????? If nobody even acknowledges the problem, then what’s the point of this forum?? To show your leadership? Like appreciating lifeless junk? Is that it? The support team is just a relay station. When they encounter a question that isn’t in your memo for copy-paste responses, they just tell players to contact support, and the support team only needs to do the same as you, say some meaningless stuff, close the chat, and completely ignore handling a player??? Right???? ... ...

EA_mplsnow​ 

I’m not sure exactly why or what happened, but if forum admins, when faced with things players can’t handle, only tell them 'you didn’t do well, go try harder,' does this place even look like a forum anymore? Nobody’s communicating, nobody’s interacting, nobody’s collaborating—there are just some people with permanent authority sitting there, mechanically saying, 'We can’t do it, you have to do better yourself.' A forum is a place for players, admins, and the official team to work together to handle and discuss issues, not a household full of distrust, right?