Forum Discussion

New Novice

1 month ago

Solved

Banned because of a hacker after EA Support helped me recover it

Hi everyone, I am posting here because I am extremely frustrated and have run out of options with the automated customer support. Recently, my EA/Apex Legends account was hacked. I immediately contac...

EA_mplsnow
1 month ago
Hey man9x_x,

Glad to hear that you were able to recover your account! Hopefully, you've had the chance to go through these account security steps as well.

Regarding the account action, I'm sorry to say we aren't able to support or escalate your appeal here on the forums. If you feel that an action was placed on your account incorrectly, you'll need to continue following these steps to create an appeal so our Terms of Service team can take another look. These reviews are conducted manually by a human, and aren't automated, though the template responses can understandably create that effect.

If you've received an appeal-declined message, it means the team has found evidence supporting the ban. In that case, feel free to gather what evidence you can find and appeal again. As long as the team doesn't respond with a message stating they consider the decision final, you'll still have an opportunity to appeal.

Once that appeal is created, please keep an eye on your case history page, and the ToS team will reach out via email once that review is complete. Thanks!

man9x_x

New Novice

1 month ago

Thank you for the advice, but that is exactly the problem I am facing. I have already submitted multiple appeals through the official tool, explaining the entire timeline and providing the recovery Case ID. Every single time, I receive the exact same copy-paste refusal stating the ban was applied correctly. It feels like a loop where the ToS team is not actually checking the security logs or the recovery history. They see cheat detected and immediately uphold the ban, completely ignoring that my account was verified hacked during that exact timeframe. Since you mentioned these reviews are manual, is there any way you can flag my current case to ensure a senior agent actually compares the login IPs and the recovery ticket? I feel completely helpless as a victim of a hack.

EA_mplsnow

Community Manager

1 month ago

man9x_x I'm sorry to hear that. I can see how it might feel like the Terms of Service team isn't listening, but unfortunately, we aren't able to escalate or support appeals here on the forums. In other words, there isn't anything we can do for you here apart from directing you to our appeal process.