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7zrang's avatar
7zrang
4 years ago
Solved

banned question

这是通知我的账号被封禁的邮件，时间是北京时间4月11日11:29

就在今天晚上我准备进行游戏时，我发现我的游戏段位从白银VI变成了白银I

并且我的传奇英雄多了一个（我的传奇代币从原本的10800变为了600）

可怕的是我在近2天内根本没有进行游戏，直到我登录游戏后，进行游戏匹配时才发现我的账号已被封禁

邮件中说我违反了协议6，但我并不清楚我违反了协议6中的哪一项具体情况

我只知道，我在这2天，尤其是被封禁的那一天根本没有进行游戏

如果能帮助我解决我的问题，我将十分感谢

补充：多出的传奇英雄为 幻象

This is an email informing me that my account is blocked. The time is 11:29 Beijing time on April 11


Just this evening when I was preparing for the game, I found that my game segment changed from silver VI to silver I


And I have one more legendary hero(my legendary token changed from 10800 to 600)


The terrible thing is that I didn't play the game at all in the past two days. I didn't find that my account had been blocked until I logged in and matched the game


The email said I violated the agreement 6，but I don't know which of the specific circumstances of agreement 6 I violated


All I know is that I didn't play games in these two days, especially on the day when I was banned


If you can help me solve my problem, I will be very grateful

  • EA_Mako's avatar
    EA_Mako
    4 years ago

    Hey @7zrang,

    I've removed the screenshots you had attached as they do show your email address.

    Please keep in mind these are public forums, so it's best not to post that type of information here.

    If you were able to create a case with these steps or by reaching out to support either here or through the Twitter or Facebook options listed previously, you would need to wait to hear back from them once they've had a chance to finish reviewing the situation for you.

5 Replies

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hey @7zrang,

    If this had happened during a period when you weren't playing, I would definitely suggest going through these security steps to make sure no one else may have access to the account.

    Once you've gone through what you can there, please submit an appeal so our Terms of Service team can review that ban.

    We're unable to review these requests on the forums, but our ToS team will reach back out to you via email once they complete their investigation, thanks!

  • 7zrang's avatar
    7zrang
    4 years ago

    Thank you very much for answering my question so quickly.

    I have completed the relevant operations of EA login verification in the first time, and completed the vast majority of actions that can make my account secure.

    但是当我尝试点击 CONTACT US 并寻求你们客服的帮助以进行反馈时，我遇到了许多问题以至于我无法反馈。

    我对这封电子邮件进行了回复，这是我除了让我的账户变得更安全以外唯一可以做的事

    But when I tried to click contact us and ask your customer service for help for feedback, I encountered many problems so that I couldn't give feedback.

    I replied to this email, which is the only thing I can do besides making my account more secure.

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Thanks for including those screenshots @7zrang.

    Are you able to select the option for an account ban or suspension rather than a hacked account?

    Alternatively you can also speak with an advisor over Twitter or Facebook instead, and they should be able to take a closer look at the situation to make sure our TOS team can review it for you.

  • 7zrang's avatar
    7zrang
    4 years ago

    thanks!

    I wrote an email to [edit: email address removed]

    I haven't received any reply so far

    I don't know if my email address is correct. If it's not correct, please tell me a correct address.

    thank you

    [CM - Edited to remove screenshots showing personal info]

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hey @7zrang,

    I've removed the screenshots you had attached as they do show your email address.

    Please keep in mind these are public forums, so it's best not to post that type of information here.

    If you were able to create a case with these steps or by reaching out to support either here or through the Twitter or Facebook options listed previously, you would need to wait to hear back from them once they've had a chance to finish reviewing the situation for you.