Forum Discussion

New Novice

22 days ago

Solved

Bring back human support

Hi EA, I’m reaching out after multiple failed attempts to resolve this through your support system & and even your twitter account, but to no success. I was targeted by hackers and ended up that my...

anticheat

EA_Mako
21 days ago
Hey friendlysoloqbot,

We do not use AI or automated support or responses to appeals. The Terms of Service team that investigates all appeals is fully human, though they'll often use templates when sending a response to keep the information provided consistent with others in that particular situation.

The Twitter account does not offer support I'm afraid, so the best and only route to have a ban investigated would be through this appeals process. You're welcome to send another appeal to have a different member of the ToS team take another look. Other access can certainly be taken into account, but isn't always the sole factor.

I'm not able to see or provide specific details about this particular ban, but please be sure you're submitting an appeal with the steps above rather than just contacting standard support and the ToS team will be able to take another look at the situation.

EA_Mako

Community Manager

21 days ago

Hey Azrael_RSA,

Afraid I'm not able to see the full details on your situation, however if you've reached the maximum number of appeals for this action and the ToS team declined to remove the penalty, it's entirely possible they'll just continue to provide the last message for additional appeals moving forward. That would not require a lengthy investigation at all.

A video showing normal gameplay as evidence really tells us nothing unfortunately. That could mean nothing was used while recording the video, but that doesn't take into account any other time accessing the game that wasn't recorded. Our Terms of Service team would rely on our own records and information to make their decisions when looking at an appeal.