Account data lost after returning to the game

I'm a long-time APEX player. I haven't played for a long time, and when I logged back in, I found my game data had been cleared

[CM - Edited title for clarity]

EA_Mako
7 days ago
Hey Mozeko,

You won't need to prove this is your account on the forums, because we can't change any aspect of it here. If you speak with support, they may need other information to prove it is your account. You just don't want to post information proving your account in public, because then anyone will have that information. :)

If you have been playing Apex that long, it was on a different EA account. The EA account you're using now is very new and was not even around at the time you mentioned playing Apex.

While you may be using the same Steam, your progress is not stored on Steam and does not transfer if you link the Steam account to a different EA account. That progress would be back on whichever EA account your Steam was linked to when you played previously.

If you're not sure which account that could be or no longer have access to an old email, please contact support directly so they can try to help locate and update that older account. You'll need to re-link your Steam to that original account to try recovering any missing progress.

23 Replies

EA_Mako
Community Manager
7 days ago
Hey Mozeko,

I've removed your follow-up post with the screenshots. Just a heads up, please be cautious and don't share purchase or account details here as these are public forums.

As far as the missing progress, do you remember roughly how long ago you started playing Apex? Based on the screenshots you had included, it seems it's been a few years at least - is that right? Usually when progress goes missing, it's either due to unlinking a platform or linking one to a different EA account, or logging into the wrong EA account itself.

Progress is stored on the EA account level, not on individual platforms like PlayStation, Xbox, Steam, etc. This means if you link your platform to a different EA account, you'll lose access to that progress and it will appear to have reset. Progress cannot be moved between different accounts.

Are there any other emails or EA accounts you may have used in the past?
Mozeko
Seasoned Novice
7 days ago
Hey EA_Mako
I have never used any other EA account in the past. I first started with Origin. I’ve been playing Apex since its open beta, and I kept playing up until Season 12.
I’m not sure if this is the correct EA account, but this one is indeed linked to my Steam. I’ve always launched the game through Steam before.
Mozeko
Seasoned Novice
7 days ago
I sent the purchase records to prove that this is my account. I also have many old game screenshots and payment records for the account.
EA_Mako
Community Manager
7 days ago
Hey Mozeko,

You won't need to prove this is your account on the forums, because we can't change any aspect of it here. If you speak with support, they may need other information to prove it is your account. You just don't want to post information proving your account in public, because then anyone will have that information. :)

If you have been playing Apex that long, it was on a different EA account. The EA account you're using now is very new and was not even around at the time you mentioned playing Apex.

While you may be using the same Steam, your progress is not stored on Steam and does not transfer if you link the Steam account to a different EA account. That progress would be back on whichever EA account your Steam was linked to when you played previously.

If you're not sure which account that could be or no longer have access to an old email, please contact support directly so they can try to help locate and update that older account. You'll need to re-link your Steam to that original account to try recovering any missing progress.
Mozeko
Seasoned Novice
7 days ago
Hey EA_Mako Thank you so much. May I ask how I can contact customer service?
EA_Mako
Community Manager
7 days ago
Absolutely Mozeko, either link in my first reply should have a Contact us option at the bottom of the page, or both the link in my prior post and this link will take you directly to the case creation page.

Once you've created the case through any of those options, you can keep an eye on your case history here for a response from the team if using email rather than a live chat. Thanks for hanging in there while they're taking a look with you!
Mozeko
Seasoned Novice
6 days ago
Hey EA_Mako

Thank you for the method you provided, but why is there no response at all when I click Submit?
oOMiaozaOo
New Novice
6 days ago
Hello Mako, my account is also experiencing issues. After not logging in for a long time, all my account data, including my props and levels, was cleared. I am certain that I have not unlinked the Steam account and the logged in account is also correct.
Mozeko
Seasoned Novice
6 days ago
Did you use the Origin platform before?
EA_Mako
Community Manager
6 days ago
Hey oOMiaozaOo,

I would suggest reaching out to support as well after checking any other emails or accounts that may have been used in the past. The EA account you're using does not have Apex progress (nor does it appear to have progress that was lost or reset), so if you played in the past it would have been on a different account.

It does look like the Steam was unlinked/relinked as well a little prior to your post, so if that was originally connected somewhere else in the past it may be worth revisiting that other account.