Forum Discussion

uziyydsyyds's avatar
uziyydsyyds
2 years ago

apex ban

Hello, I can't play apex, it shows that my account has been blocked, but I don't have any blocked records.When can you fix it, I've been waiting a week.
EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
2 years ago

Hi @uziyydsyyds, 

Thanks for adding the images. The image with the error message is one I can't read. I'm afraid I don't speak the language displayed in the message to understand what's shared there. Sorry about that. I assume though it says you're accounts have been banned. In the image showing the email you received, the Terms of Service team confirmed the EA account you reached out to them with has no ban.

In the past when I've come across similar scenarios it was because there were 2 EA accounts. I wonder if the EA account that's linked to your Steam is the same one you asked Terms of Service to check. Could you log into your EA account that's linked to your Steam account please and check the email registered to that EA account? Follow these steps:

Just a heads up, I've merged your posts shared in a row together. If you have more to add before I've been able to reply (within 24hrs) please edit your last post to include it there. Creating multiple posts in a row would break the rules on spamming, and just something to be aware of. 

Thanks, 

EA_Lanna

uziyydsyyds's avatar
uziyydsyyds
2 years ago

This is the situation that I wait anxiously every day.I hope you guys can fix it soon

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Hi @uziyydsyyds,

    Did you follow the steps I shared above to check the email on the EA account linked to your Steam account?

    - EA_Lanna
    • uziyydsyyds's avatar
      uziyydsyyds
      2 years ago

      Yes, I checked my account and it's not a problem

      • EA_Lanna's avatar
        EA_Lanna
        Icon for Community Manager rankCommunity Manager
        2 years ago

        Hi @uziyydsyyds,

        Thanks for logging into your EA App account using the steps I shared. Can you now, go to help.ea.com and check your 'My Cases' tab to see if you can see your previous case with Terms of Service logged there. If you contacted them using the same EA account that's linked to your Steam account, it should appear in this section.

        Here's how to check:

        1. Log in to your account on the EA Help homepage using the same email address that you've confirmed is registered to the EA account linked to your Steam account.
          1. If you’re using a mobile device, click the menu icon (☰) to find the Log in/Sign Up button.
        2. Select My Cases.
        3. Check for a recent case about a ban appeal and click on the heading to view more information about it.

        Thanks, 

        EA_Lanna