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dltmdals3568's avatar
dltmdals3568
Seasoned Traveler
3 years ago
Solved

I have received the same male 10 times.

I sent an email after collecting evidence that my account was hacked before. This is because the customer center said that they would not receive the same macro answer only when they present new e...
  • EA_Darko's avatar
    EA_Darko
    3 years ago

    Going to go ahead and lock this 

    It's best not speculate or make assumptions as to how the EA TOS team works or how the Terms of Service are implemented in our games or related to accounts so as to cut down on the spread of misinformation.

    All queries and questions related to a TOS action can be directed to our TOS team who better understand the rules than anyone else.

    Darko 

OldTreeCreeper's avatar
OldTreeCreeper
Hero+
3 years ago

@Kor_Envyyy


The EA staff who work here on AHQ cannot help directly with account-related issues, such as bans, only the TOS team can help you.

If you feel you have been incorrectly banned, the only thing you can do is to dispute any action taken against your EA account by following the steps in this article:

https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/

But it looks like you have already exhausted your appeals process and the ban is permanent. 

XHelperZ's avatar
XHelperZ
Hero+
3 years ago

Also note that an unban isn't guaranteed for players that have been hacked.

Account security is the responsibility of the account holder, therefore any activity on their account (even if it wasn't them) can be considered a bannable offense.

Best thing to do is to follow the things that have been said above my message, though if despite that the TOS team rejects your ban dispute, it's likely that the ban is a permanent decision.

  • Asmodeus566's avatar
    Asmodeus566
    Hero+
    3 years ago

    @XHelperZ 

    Your statement "Account security is the responsibility of the account holder, therefore any activity on their account (even if it wasn't them) can be considered a bannable offense."

    I would be careful with that type of wording. Negligence is one thing but but being hacked is another, and neither of us know EA's stance on this issue. 

    I mean think about it, if one has done all the proper steps to secure their account and associated E-mail that is available one can still be hacked and what you are saying is wrong IMHO. What if this happened to you?

    • XHelperZ's avatar
      XHelperZ
      Hero+
      3 years ago

      @Asmodeus566 

      Hmm you're right.

      The User Agreement does state that the account holder is responsible for all activity on said account.

      (You are responsible for the activity on your EA Account; it’s yours, don’t share it. Your EA Account may be suspended or terminated if someone else uses it to engage in activity that violates this Agreement.)

      I think I did jump the gun a bit there, though if I'm being fair, it could pretty much be seen as the same.

      And yes, I am aware that this can just happen out of the blue, downloading software that might've hidden a keylogger or anything else.

      Though if accounts are simply unbanned because they got hacked, it could be another issue as it's not always possible to say if someone got hacked.

      Worst case scenario, someone makes it seem like their account got hacked so they can get a free pass at cheating so to speak.

      Data breaches do happen too, though shouldn't be an issue if you use different passwords.

      Brute forcing wouldn't be an issue either if using complex enough passwords (also keeping in mind that the platform offers adequate protection against such attacks)

      Most of the causes of account hacks can be avoided nowadays.

      I realistically don't see someone getting hacked if they've taken the proper steps, as that would be nearly impossible as far I'm aware.

      I know how it is to lose accounts, it's god awful, though I've only had my poor security measures to blame.

      I'm sure EA makes exceptions in many cases, though personally I think that being hacked is something that can only be caused by not being careful.

      Though I haven't lost any accounts that held a lot of value, so my view might be a tad warped on this.

      • Asmodeus566's avatar
        Asmodeus566
        Hero+
        3 years ago

        @XHelperZ 

        All good points you have there.

        I work in the security sector and the one thing that I have learned is that even the best security can be breached, in fact it happens all the time.

        How many firms have been breached and locked out of their own systems, Banks etc. 

        Think about how many Cheaters that are hacking the system in game, all the leaks on upcoming things for the game etc. 

        I agree securing your account properly starts with the user.  That is why I posted this a while back (see below) if you want to use that in other posts feel free just add a credit line please. 

        @Kor_Envyyy Maybe give this a read.

        How to keep your account and hardware safe 101:

        1. Use strong passwords for you game account.
        2. Use strong passwords for the associated E-mail account.
        3. Do not share either of these passwords with others.
        4. Enable two factor identification for both the game and associated E-mail accounts.
        5. Do not let others use your game account (Friends and family alike) because if they do something wrong on your account it is still your fault, nobody wants to have a sanction on their account because somebody else did or said something wrong.
        6. Do not use internet café’s to access your account and play, you do not know what software is on the hardware there, you do not know if the hardware at the cafe has a hardware ban and this can affect your account in a negative way.


        A. I would suggest only accessing your account with your own trusted hardware, gaming on another person’s hardware brings some of the same risks as above.
        B. I would also suggest not letting others use your hardware in order to play with their account, because if they get a hardware ban on your hardware while using it, it can have a negative affect on your account.
        C. Buying used hardware comes with risks as well. The hardware could have been banned and this is not an EA problem but a problem between the buyer and the seller.


        7. Play nice with others, in other words do not de-mean, harass or bully others in Chat or over voice coms, both can be reported and that can also have a negative effect on your account.
        8. Use non-offensive user/gamer tag/club tags, if you get a warning about such change it, doing otherwise can lead to a negative effect on your account.
        9. Play fair, boosting and teaming are cheating.
        10. Play fair using cheating software or hardware is not fair and is really only cheating yourself.
        11. Re-read the Terms of Service agreement and the Terms of Sale agreement you agreed to play this game and adhere to it. https://www.ea.com/legal/user-agreement and https://www.ea.com/legal/terms-of-sale

        About point 6, A, B and C. I do know that not everyone can afford multiple hardware setups for the entire family and there is trust that has to be there, talking about the does and don’ts on the use of shared hardware should be done so everybody can enjoy what they do on the hardware and everyone can be safe.

        If you believe you have been hacked take appropriate measures to secure your account and associated E-mail account https://help.ea.com/en-gb/help/account/secure-hacked-ea-account/

        If you believe that a sanction (Suspension/Ban) placed on your account was by mistake you should reach out to the Terms of Service team https://help.ea.com/za/help/account/information-about-locked-or-banned-or-suspended-accounts/ 

        These are just my own personal thoughts on this subject and I hope that everyone can learn something from this so that we as individuals, family friends and Apex/EA gamers can keep on enjoying our gaming experience.

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