Forum Discussion

5 years ago

Does EA not respond to support tickets?

I submitted a support ticket almost 2 months ago and tried updating it about a month ago. I have not heard anything and it says "in progress" The wait time when I submitted said "Up to 14 days" even ...

EA_Lanna

Community Manager

5 years ago

Hi @CaptCurt22,

Would this be regarding a banned account appeal?

In terms of hearing back from Terms of Service, reports from other players on the forum suggest that the average response time is quite long at the moment and it may take a while before you hear back from the Terms or Service team but 2 months sounds longer than any report we've seen come through on the forums for a single appeal.

Could you please connect with the support team for confirmation the tickets in the correct queue please? They'll double check that case number for you to help ease concerns and if it failed to enter the correct queue/send to Terms of Service the advisor will correct that asap. If it'sin the right queue, they'll let you know that also.

Once the Terms of Service team have received your case and completed their investigation into the ban, they'll reach out to you via email from this address: noreply@ea.com.

- EA_Lanna

CaptCurt22

5 years ago

Thank you for checking. I was not sure what else I could do.

CaptCurt22
5 years ago
I forgot to ask how do I check with the support team and you are correct about the ticket in question.
- EA_Lanna
  Community Manager
  5 years ago
  Hi @CaptCurt22,
  
  There are a few ways to get in touch with the EA Help team:
  
  EA Help Website - Phone/Chat/Email - Availability may vary
  
  Twitter - Select the message icon to get assistance
  
  Facebook - You can select the 'send message' option on the accounts home page
  
  Thanks,
  
  - EA_Lanna