Can't queue or enter firing range

A while ago, my account was hacked and cheats were used on it. As a result, I got banned and couldn't play anymore. Later, EA acknowledged that my account had been compromised and helped me recover it and lift the ban.

However, ever since then, I haven't been able to find any matches in any game mode, including the firing range. It always shows just one person in the queue (myself), and it never progresses.

I contacted EA Support, and they said it’s a connection issue. They sent me a guide on how to troubleshoot network problems on Windows, but nothing worked so far.

Any idea how to fix it?

GabrielKzBR
4 months ago
Update: my account is finally fixed.
I want to give a huge thank you to Midnight9746 for his incredible help in getting my case looked at by the right people.
A big thanks as well to EA_Mako and the Terms of Service (ToS) team. I'm not 100% sure which of you applied the final fix, but it worked and I'm extremely grateful.
For anyone else stuck with this problem: Standard support is a dead end. The issue is a server-side account error. The solution came after I both submitted a formal ToS appeal and got help from a Community Manager. I'd recommend trying those two routes.

9 Replies

opticdubbtw
New Novice
7 months ago
I’ve had the same thing on console. Someone hacked me too but even after changing **bleep** on ea account he still played on it. Played yesterday after I got off and now today I’m just 1 player in queue
GabrielKzBR
Rising Rookie
5 months ago
EA_Mari EA_Mako Could you please help me with this problem? I play on PC and would really appreciate if you could help me play again.
My ID is GabrielKnBR.
GabrielKzBR
Rising Rookie
4 months ago
EA_Mari Please Help!
Midnight9746
Hero+
4 months ago
GabrielKzBR If you want, I could try inviting you to a party to see if it would allow you to play matches again.

opticdubbtw wrote:
Someone hacked me too but even after changing **bleep** on ea account he still played on it. Played yesterday after I got off and now today I’m just 1 player in queue

opticdubbtw In this case, it sounds like you need to change your password for your EA Account and to double check the linked platform accounts as the person who hacked your EA Account may had also linked another platform account to your EA Account, (and is using that platform account to continue to sign into your EA Account).

I'd also would suggest contacting EA Support to ask if they can break the lifetime link of any platform account that may had been linked by the hacker since those aren't your accounts.
GabrielKzBR
Rising Rookie
4 months ago
Midnight9746 Thanks for reaching out! I've tried that before with no luck, as it seems to be a server-side account issue. But I'm definitely willing to test it again with you. My ID is GabrielKzBR on PC.
Midnight9746
Hero+
4 months ago
GabrielKzBR I had already sent a friend request!

I'll be in-game for a few hours right now as well.

Update: Partying up with players who can play the game normally sadly didn't resolve the issue.
GabrielKzBR
Rising Rookie
4 months ago
Update: my account is finally fixed.
I want to give a huge thank you to Midnight9746 for his incredible help in getting my case looked at by the right people.
A big thanks as well to EA_Mako and the Terms of Service (ToS) team. I'm not 100% sure which of you applied the final fix, but it worked and I'm extremely grateful.
For anyone else stuck with this problem: Standard support is a dead end. The issue is a server-side account error. The solution came after I both submitted a formal ToS appeal and got help from a Community Manager. I'd recommend trying those two routes.
Midnight9746
Hero+
4 months ago
GabrielKzBR I'm happy to hear that you are able to play the game again!
RixxFixxFire1717
Seasoned Novice
1 month ago
Hi Midnight9746 and EA_Mako,
I'm having the exact same issue described in the post from GabrielKzBR.
My account recently had a ban overturned, but ever since the ban was lifted, nothing is working anymore. I can't queue, can't join matches, and any online functionality seems completely broken.
Standard EA Support hasn’t been able to help me — they keep telling me everything looks fine on their end, but clearly something is still wrong with my account.
Based on the other user’s experience, it seems like this might be a server-side account error that needs to be checked by the ToS team or a Community Manager, since normal support can’t fix it.
Could you please take a look at my account or forward my case to the correct team?
I would really appreciate any help. Thank you in advance!