Re: How to get help with Apex Legends account bans and suspensions

Hello EA Community and EA Support Team,

I am posting here because I have already submitted an appeal through EA Help, but I would like to provide additional information and kindly ask if my case can receive further attention.

My EA Help Case ID: 251313579

I have been playing Apex Legends since August 2019, shortly after the game was released. I currently have more than 3,600 hours of playtime across Origin, EA App, and Steam.

Apex Legends is the only game I have consistently played for many years. This account contains many memories, purchased skins, Prestige skins, and Heirlooms that I collected over the past seven years.

I completely support EA’s efforts to fight cheating and maintain a fair environment. However, my account was recently banned unexpectedly, and I strongly believe this may have been a false positive caused by the gaming environment rather than intentional cheating.

The situation happened as follows:

I was playing Apex Legends at an internet café. During the session, I temporarily exited the game to recharge my internet café balance. After opening the internet café recharge interface, a program called:

“X Desktop”

appeared.

Shortly afterward, my account was banned.

I would like to clarify the following:

• I have never used cheats, hacks, scripts, or unauthorized third-party tools.
• I have never used mouse macros or recoil control software.
• I have never modified game files or used any program to gain an unfair advantage.

At the time of the ban, the applications I personally used were only:

• Steam
• Apex Legends
• TikTok (occasionally while waiting after being eliminated)

The only hardware software I used was the official Logitech driver software, which was installed only to adjust my mouse DPI.

My settings:

• Mouse: Logitech G402
• DPI: 1500

The Logitech software was not used for macros or any gameplay assistance.

The computer was owned by the internet café, so there were also background management tools installed by the café itself. These programs were not installed or controlled by me.

PC specifications:

• CPU: AMD Ryzen 7 9700X
• RAM: 32GB
• GPU: NVIDIA RTX 5060 Ti

I understand that anti-cheat systems are necessary, and I respect EA’s decisions to protect Apex Legends. However, after investing seven years and thousands of hours into this game, receiving a ban without knowing the reason has been extremely disappointing.

I kindly ask EA staff or community managers to help check whether my case can receive a manual review.

If possible, I would appreciate knowing whether the ban was triggered by:

• unauthorized software detection,
• background applications,
• hardware/environment detection,
• or another reason.

I am fully willing to cooperate with any investigation and provide additional information if needed.

Thank you for taking the time to read my post. Apex Legends has been an important part of my gaming life for many years, and I sincerely hope this issue can be resolved fairly.

Thank you.

A long-time Apex Legends player