Game and Profile Data Completely Wiped

I was playing Apex two days ago and everythiing on my profile was fine. Today when I tried to login my game progress was deleted, including my account level being level 1, all skins gone, all legends gone, and name was changed to random numbers and letters. I tried contacting ea support and they said to just wait a little before trying to log back in. When I logged back in, nothing had changed. Its not a issue with the wrong email, as ea support still says that the right email is linked. The issue is just the fact that all my skins, level, and legends had been completely wiped. When told ea this, they said that the old account never even existed, which I know is not true since I have a screenshot of me getting a 2k damage in a game.I dont understand how my data just gets wiped, and ea says that I have never owned that account. Please give me all my stuff back, or a refund for the 60 dollars I spent in a apex pack bundle.

EA_Mako
2 years ago
Hey @MK-PLASMA,

It sounds like the account you're posting from was only created extremely recently, which is why you're not seeing any progress here.

Typically what I see happen in these types of situations is the prior account had its email changed, then a new one is created using the same email, which would be the one you're logging into in this case.

The account progress you're looking for is not wiped, it's simply on a separate account.

In this case you'll need to reach back out to speak with support to verify and update the old account, as we're unable to discuss or change account details here on the forums. I'd suggest having them look up the account using the username you'd previously provided in a chat so they can track down the correct account and work with you to update the details from that point.

You can find more information on how to reach support over at the EA Help website, or resume a prior case from your case history page.

8 Replies

EA_Mako
Community Manager
2 years ago
Hey @MK-PLASMA,

It sounds like the account you're posting from was only created extremely recently, which is why you're not seeing any progress here.

Typically what I see happen in these types of situations is the prior account had its email changed, then a new one is created using the same email, which would be the one you're logging into in this case.

The account progress you're looking for is not wiped, it's simply on a separate account.

In this case you'll need to reach back out to speak with support to verify and update the old account, as we're unable to discuss or change account details here on the forums. I'd suggest having them look up the account using the username you'd previously provided in a chat so they can track down the correct account and work with you to update the details from that point.

You can find more information on how to reach support over at the EA Help website, or resume a prior case from your case history page.
MK-PLASMA
2 years ago
Yes, you are correct. When the account was first made it had a random email. I then changed it to a different email, but that was like late 2022-early 2023, and the problem only occured a few days ago. If all of my progress is on the old email that was used to create the account. I don't have access or rememer what email that was.
EA_Mako
Community Manager
2 years ago
Hi @MK-PLASMA,

If you don't recall the email, our support team can still locate the account using the username you'd previously provided in a chat.

They will need to verify some other information about that account before further changes can be made however, so you'd need to discuss this with them again at this point.
MK-PLASMA
2 years ago
I have gone through support, and they say that they cannot help me due to the fact that one of the details I gave them was wrong. I dont know what was wrong because it was a random email that was used to create the account. So idk if I put in the wrong dob or phone. I have tried everything and have been trying to contact them for the past month and no one can help me. They say that the account never existed which is exactly the problem. How can all my data just completly dissapear out of the blue randomly when I log in one day. Please, this makes no sense to me.
EA_Mako
Community Manager
2 years ago
Hi @MK-PLASMA,

You'll need to continue working with support to verify the other account, afraid we cannot assist with this on the forums.

If you had provided them with some incorrect information and they weren't able to verify what was originally registered on the account, you're welcome to reach back out and give that process another attempt. They won't be able to make changes to an account without verifying enough information regarding the original owner, however.
MK-PLASMA
2 years ago
They just verified that account still exists, but how am I supposed to get back into the account, if the email when i log in, is a brand new account?
EA_Mako
Community Manager
2 years ago
Hey @MK-PLASMA,

You would need to speak with support to verify some other information about the account so they can update the email for you.
TheRedRussiaDud
2 years ago
@MK-PLASMA that is EXACTLY what happened with with, 4 months ago, i keep replying to ea emails but they never help me, they just send me more emails and introduce me to more new support guys, which do nothing supporting, and one guy recently emailed me saying my account is new, WHILE I KNOW ITS NOT, I've been playing for 2 years and i know i was a 500 level+, really i have nothing left and i do have some screenshots too, but really I can't tell how annoyed i am, they send you these sweet emails, which don't help you the least bit but keep you on hold like something will happen