Forum Discussion

3 years ago

Solved

Account permaban Apex

Hi all, unfortunately I have been trying to recover my account for months. I'll tell you what happened.

I haven't used Origin for a few months (about 2/3 months). As soon as I stopped playing and using my account, it got hacked and they banned me in apex legends game the first time, unfortunately they changed emails so I didn't get any news of the first ban, the hacker managed to get the account banned to continue using cheats. Now that EA has helped me recover my account and change my email, they don't want to unban Apex Legends and my account is banned because I violated EA's terms. I sent about twenty emails and requested unblocking also showing that the IP addresses did not match mine but the answer is always this:

Salutations,

We have received your last communication regarding the action taken against your account. We have carried out all possible checks on your case and, in this sense, we will not change the decision made.

We also inform you that you will not receive further replies for this file.

PLEASE HELP ME, I SPENT HUNDREDS OF EUROS ON THIS GAME AND I DON'T WANT TO GIVE THAT ACCOUNT

EA_Mako
3 years ago
@davyatze

You'll typically be provided a general reason for the ban such as cheating, with some additional info provided to explain what could fall under the forementioned category.

Beyond that however, the ToS team will generally not be able to provide more detailed explanations as that would help those to wish to get around our detection methods.

You've also mentioned IPs, and while that is certainly taken into account, it's only part of the full picture that is reviewed in this type of situation.

As @chinsrus101 correctly identified, if you've already completed multiple appeals and our ToS team declined to remove the penalty, that is final and not something we'll be able to change here either, sorry.

5 Replies

chinsrus101
Hero+
3 years ago
@davyatze Sorry to say but if the ToS team has denied your appeal then there is nothing that we can do on AHQ to change this.
davyatze
3 years ago
any idea? beacause I think they reply me with a bot and they didn't check my request to check the ip @chinsrus101
chinsrus101
Hero+
3 years ago
@davyatze I can assure you all appeals submitted are reviewed by a human. The responses may be generic, but they aren't automated.
davyatze
3 years ago
@chinsrus101 Do you think that if I ask them by email to explain why they banned me in order to have a solution they will explain why?
EA_Mako
Community Manager
3 years ago
@davyatze

You'll typically be provided a general reason for the ban such as cheating, with some additional info provided to explain what could fall under the forementioned category.

Beyond that however, the ToS team will generally not be able to provide more detailed explanations as that would help those to wish to get around our detection methods.

You've also mentioned IPs, and while that is certainly taken into account, it's only part of the full picture that is reviewed in this type of situation.

As @chinsrus101 correctly identified, if you've already completed multiple appeals and our ToS team declined to remove the penalty, that is final and not something we'll be able to change here either, sorry.