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Newcomer

Re: How to get help with Apex Legends account bans and suspensions

Hey everyone,

I’m posting here because I’ve hit a complete dead end with support and don't know where else to turn.

A while back, my EA account was hacked, and whoever got into it ended up getting my Apex Legends account banned. I reached out to EA Support right away, and they were actually super helpful at first—they verified my info, secured my account, and gave it back to me.

The problem is that the Apex ban stayed on my account. EA Support told me to open a ticket with the Terms of Service team so they could clear the ban since it happened while the hacker was on my account. I submitted an appeal explaining everything, but the TOS team just sent me three automated rejection emails saying they reviewed the case and won't lift it. Now, they’ve completely stopped replying to my emails altogether.

It feels really unfair to be permanently locked out of my account for something a hacker did, especially when EA Support already confirmed that my account was compromised in the first place.

I’m hoping a community manager might see this and be able to help take a real look at my case, or that someone here who went through something similar can point me in the right direction. Thanks for taking the time to read this.

2 Replies

rw051303
Newcomer
15 hours ago
Yo that’s crazy same thing here, I recently bought a pc normally a console player, I just got BF6 on it yesterday through steam, downloaded the game it asked me to sign into to EA so I did, it said steam already linked, I was confused so I head over to website login and see my Xbox psn linked and then boom there was a random 6-7 lettered steam account linked I tried to unlink it, it didn’t let me. I contact support the live chat, the agent looked into it told me I can’t unlink any accounts because of apex legend ban, I explained to him I never even played the game and even that at most hate that stupid cartoony game, he told me make an appeal request through penalty, so I did it appeared right there, case opened explained everything to them, they overturned the ban and suggested it was account phishing not a EA data breach… today after reading the email saying they overturned it, I tried to unlink that random steam account again today, it didn’t let me I jump back on live support chat, they tell me my account is still sanctioned for a ban, keep giving me the **bleep** link for penalty, now this time around it doesn’t show the ban on the website so live chat suggests to use web form, even web form now when I select and explain everything it only says submit, and doesn’t generate a case id or email us option… it’s pathetic that support can’t even help me.
Midnight9746
Hero+
14 hours ago
motaz122 & rw051303 Unfortunately account related issues, (such as hacked and/or banned accounts), cannot be handled on the forums.

If the ban is still active on your account, then you would need to appeal the ban with the EA TOS Team again as your platform account(s) cannot be unlinked until the ban is lifted.

motaz122 wrote:
I’m hoping a community manager might see this and be able to help take a real look at my case, or that someone here who went through something similar can point me in the right direction. Thanks for taking the time to read this.

The Community Managers are not able to review, change, or remove your ban as they are not apart of the EA TOS Team, and in terms of the "right direction", appealing the ban with the EA TOS Team is the direction to go in.

All the steps and information can be found in the first post above:

How to get help with Apex Legends account bans and suspensions | EA Forums

If you are no longer able to appeal the ban, that usually means that the ban will be upheld.

Note: I do not work for EA or for Respawn, I am a volunteer.

The EA Community Superuser Program