Forum Discussion

3 years ago

Solved

Apex game progress lost

I have played Apex for hundreds of hours. Today I opened Apex through Steam platfrom, it prompted that I need to log in. After inputing account and password, "Your credentials are incorrect or have e...

EA_Pythia
3 years ago
Hello @CaptShawHu,

I'm afraid that our terms of service team are the only ones with the power to unban your account. If they've come to the conclusion not to remove the ban, then I'm afraid there's nothing else I can recommend.

I was able to help you with leading you towards the right direction of how and where to get your account back, but in the end, the forum cannot actively help with issues regarding accounts.

I'm very sorry.

- Pythia

fncf0restwow

3 years ago

@EA_Pythia oops, I didn't notice the part of the forum.
I didn't try to reset my account. It was automatically reset and I didn't get any notification. Please restore my account data as soon as possible. Thank you very much.

EA_Pythia

EA Staff (Retired)

3 years ago

Hello @fncf0restwow,

we can't access your account in the forum - for that you need to contact EA Support, who can look at your account and tell you if some part of it was unlinked or relinked recently and therefore might be at fault for the loss of your progress.

- Pythia

fncf0restwow
3 years ago
I contacted ea help, but there's no pop-up window. What should I do?
Now my account get banned, I cannot login, and I see someone changed my accout ID and played Apex.
fncf0restwow
3 years ago
I also changed browsers trying to contact you, but it's so hard to solve my problem!
fncf0restwow
3 years ago
I tried so many times, and just now after clicking "Request live chat" button, browser take me to home page.
What the hell??
- EA_Pythia
  EA Staff (Retired)
  3 years ago
  Hello @fncf0restwow,
  
  that is really weird and worrying. Have you tried contacting support from a different browser? Or a different device? I suggest trying those things.
  
  And are you going through support The EA app > Manage my Account > Hacked Account?
  
  If you were hacked and there is evidence on your account about suspicious log-ins (which I imagine will be there), then you will be able to dispute the ban on your account. First, focus on recovering and securing your account. Sadly, we don't have access to account details here on the forum and therefore can't actually help you with your account in this case.
  
  - Pythia
  - fncf0restwow
    3 years ago
    Finally, I got in touch witch a service. And he transfer my case to another department.
    And I saw the case updated, but I didn't get a mail. So what should I do?
    Hacker is still using my account doing evil.