Forum Discussion

Seasoned Novice

7 days ago

Solved

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.

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!

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.
- Mozeko
  Seasoned Novice
  6 days ago
  Did you use the Origin platform before?
  - oOMiaozaOo
    New Novice
    6 days ago
    yes！
Mozeko
Seasoned Novice
6 days ago
Why doesn't the submit button respond when I click it?
- Mozeko
  Seasoned Novice
  6 days ago
  EA_Mako
- EA_Mako
  Community Manager
  5 days ago
  Mozeko
  That may be worth trying a different browser or device if the webpage isn't responsive, or at least clearing your browser cache + cookies.
  
  We do still have cases being submitted normally, so the system itself shouldn't be having any difficulties. Opening a new incognito mode window to try submitting the case may also help.
  - Mozeko
    Seasoned Novice
    5 days ago
    EA_Mako
    
    When I tried to create a support ticket, it said this issue is not supported. I have forgotten my account and haven’t logged in for three years, but I can only prove ownership of the account through my purchase and payment records.