ban

I'm sure I didn't open the account, but the customer service staff assured me they'd look into it. As a result of their investigation, I was accused of cheating, even though I never accessed the account. Even when I was banned, I only bought in-game skins and played the game briefly. I am frustrated and waiting for a response."

EA_Lanna
2 years ago
Hi @tokyohotqzx,

Oh dear! I'm so sorry to hear you've had that experience and I can understand why you'd be upset. I can only apologise on behalf of the support team if that was an exchange you had.

Just to clarify, the customer support would not equipped to deal with ban cases either. Our Terms of Service team is the only one that can look into this matter for you. I understand that you've already been in touch with them, but if you have any new information that could be helpful to your case, I'd encourage you to reach out to them again through the webform. I realize this may be frustrating to hear, especially if the outcome remains the same but if there's a chance there's been a mistake, having another look at the ban should mean it'll be caught. The Terms of Service team does overturn bans when there's been a mix-up. It's rare but it does happen, so it's worth another appeal.

- EA_Lanna

5 Replies

EA_Lanna
Community Manager
2 years ago
Hi @tokyohotqzx,

I appreciate you reaching out to us on Answers HQ. Firstly, I'm sorry, we cannot assist with account bans here on Answers HQ. However, we do have a dedicated team that deals with ban-related cases called the 'Terms of Service' team. They will be able to take a look into the ban for you if you feel that there has been a mix-up there. You can appeal a ban by filling out a webform. This guide will share more information:

Get information about your EA Account lock, ban, or suspension

While I'm not able to help with bans, I can share a bit about EA accounts. Based on what you mentioned in your post, you do have an EA account. You can tell for two reasons:

You mentioned buying skins and playing the game, and both of these require an EA account.

You were able to create a thread on Answers HQ. To post on Answers HQ, you need to log into an EA account.

You've been able to do these things, so you do own an EA account. I hope that helps clear up any confusion, at least on that front.

All the best,

- EA_Lanna
tokyohotqzx
2 years ago
However, the service team directly cut me off from the customer service, and they directly said that I must have cheated, and I didn't even have a chance to defend myself
EA_Lanna
Community Manager
2 years ago
Hi @tokyohotqzx,

Ah I see, ok. You've already been in touch with the Terms of Service team. Thanks for clearing that up.

If they have taken a look into the ban for you, and let you know they've confirmed the rules were broken and the bans correctly in place, then the account will remain banned. I'm sorry, I know you were hoping for different news.

- EA_Lanna
tokyohotqzx
2 years ago
I want to know how I can get in touch with customer service again, I hope to get helpful help, they arrogantly cut off my communication here and also branded me a cheater, which is very upsetting.
EA_Lanna
Community Manager
2 years ago
Hi @tokyohotqzx,

Oh dear! I'm so sorry to hear you've had that experience and I can understand why you'd be upset. I can only apologise on behalf of the support team if that was an exchange you had.

Just to clarify, the customer support would not equipped to deal with ban cases either. Our Terms of Service team is the only one that can look into this matter for you. I understand that you've already been in touch with them, but if you have any new information that could be helpful to your case, I'd encourage you to reach out to them again through the webform. I realize this may be frustrating to hear, especially if the outcome remains the same but if there's a chance there's been a mistake, having another look at the ban should mean it'll be caught. The Terms of Service team does overturn bans when there's been a mix-up. It's rare but it does happen, so it's worth another appeal.

- EA_Lanna