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Lakabodln's avatar
Lakabodln
6 years ago
Solved

Banned, doesen’t get my mail

Hi! For 5 days Ago I got banned after some weird things happening to my account while I was asleep. I woke up the next day to origin beeing online on a different computer, and finding my rp for ranked not beeing the same when I left. So i made a case to Ea telling them everything i know, wondering if they could check the Ips used on my account.

I’ve seen the case beeing updated but I can’t read or see anything at all when i click on my case. Am I supposed to see Eas answers on the case I made? Or are they supposed to send a mail? Cause I started wondering when they pointed out that I will get a mail within 72 hours, but haven’t heard anything for 5 days

  • Lakabodln's avatar
    Lakabodln
    6 years ago
    @EA_Aljo was my bad again on the live support, thought I wasn’t allowed to pick any other option then banned or suspended since my origin got shut down, but after a few tries I managed to pick ghe hacked topic and got in touch with some really good help!

    @RNP_Mike after I talked to the live chat for 15 mins my account was back on. He helped my out securing my account and as soon as everything was dond he got both my origin and apex account unlocked!

18 Replies

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hi there, @Lakabodln.

    The instructions for submitting a dispute say you will be contacted in a minimum of 72 hours. It can frequently take longer due to the number of cases ToS is working through. To get an update, please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

  • Lakabodln's avatar
    Lakabodln
    6 years ago

    Hi @EA_Aljo , and thanks for the answer

    My bad, I just saw the contact section saying "An Ea Advisor will email you within: 72 hours" and never saw a minimum. I finally got an email from Ea, of them closing down my account cause of unusual activity, and they told me to change my password and secure my account more but I can`t cause I can`t log in. I tried looking for the live chat section but I couldn`t find it, I think that will be the best to try out cause emailing back an forth once a day doesen`t help much. I also searched for a phone number, cause they told me to make a call, but I`m not sure which number to call. Do you know the number for the Ea help support, or the customer service?

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @Lakabodln 

    Sorry for getting back to you so late. You should be able to open a case and choose chat, phone or email support here. If chat isn't showing up, try using a Chrome browser in incognito mode. If that still doesn't work, you can try logging in with a different email address to see if chat shows up.

  • RNP_Mike's avatar
    RNP_Mike
    6 years ago

    Hey I saw you had the same issue as me I'm also waiting on EAs answer in my case because i finished the battle pass and  everything about 2 weeks ago I come back to the game and my account is banned. I received an email that says I was cheating a  week ago and my account is perma banned. This to me makes no sense I've been a player since season 1 and never in my life used or condoned the used of cheats in any game, my account on the other hand does have a history of being hacked(been playing since titanfall came out) I've had to reset the password about 3-4 times in the past 8 months. So i am hoping you get it figured out and we can both get back to playing this amazing game! 

  • Lakabodln's avatar
    Lakabodln
    6 years ago
    @EA_Aljo was my bad again on the live support, thought I wasn’t allowed to pick any other option then banned or suspended since my origin got shut down, but after a few tries I managed to pick ghe hacked topic and got in touch with some really good help!

    @RNP_Mike after I talked to the live chat for 15 mins my account was back on. He helped my out securing my account and as soon as everything was dond he got both my origin and apex account unlocked!
  • v_Nismai_v's avatar
    v_Nismai_v
    6 years ago
    @Lakabodln I don’t understand how they got your account unbanned on live chat? When my partner got hers banned on Thursday, live chat, and phoning them was useless, they just keep saying your account has been compromised but email the TOS team. They’ve been useless too.
  • Lakabodln's avatar
    Lakabodln
    6 years ago
    @v_Nismai_v Do you know the reason for the ban? Cause what I did was to make lots of cases, begore heading on here, then twitter and finally on to live chat. He just looked my account up and saw the ban log, were my account was logged in on a different ip, then he helped me out securing it up and then I got my account back up after about 20 mins.

    Probably depends on who you’re talking to and if the evidences has bern cleared out from the team checking the cases. Cause when it came to me they dhut down my origin cause of the hacking.
  • RNP_Mike's avatar
    RNP_Mike
    6 years ago

    Hey @EA_Aljo can you please provide a link or something to the live support because I have been trying to get in touch through making cases and they answered I confirmed the code and nothing has happened since. 

  • RNP_Mike's avatar
    RNP_Mike
    6 years ago

    @Lakabodln can you please provide me with the live chat you used to get in touch with someone and where was it from EA, Origin, Apex?? 

  • Lakabodln's avatar
    Lakabodln
    6 years ago
    @RNP_Mike This is what I did.

    1. Went to Ea.com
    2. Picked Apex
    3. Went to the cases page
    4. Made a case for origin, hacked account
    5. Picked the contact option of live chat
    6. Waited a few minutes before getting in touch with a Guy from Ea

    That’s pretty much what I did, I got into a live chat pretty quick probably because of the timing. 16.00 CEST