Forum Discussion

2 years ago

I want to dispute a ban or suspension

尊敬的客服，希望您一切顺利！我是EA平台的忠实玩家，已经玩APEX三年多了。我发现我的账户在2024年2月2日晚上11点（北京时间）被封锁，无法登录。随后，我发现我的STEAM账号被恶意登录，导致我的STEAM账号中的所有库存物品丢失。（我认为有人偷了我的帐户。我最后一次登录是在2024年2月2日（北京时间）凌晨3点左右。直到我的 STEAM 或 EA 帐户被阻止，我才登录该帐户。请仔细...

yezhur

2 years ago

Dear Customer Service,
I hope you are doing well!
I am a loyal player of EA platform and have been playing APEX for more than three years.I found that my account was blocked at 11 pm on February 2, 2024 (Beijing time) and I could not log in.Subsequently, I found that my STEAM account was maliciously logged in, resulting in the loss of all stock items in my STEAM account.(I think someone stole my account.) My last login was about 3 am on February 2, 2024 (Beijing time). I did not log in my STEAM or EA account until the account was blocked.Please carefully check my IP and the usual login device code. I believe this is a strong evidence that I did not engage in any cheating activities.This block is due to my STEAM account being hacked and operated by others.I sincerely request the customer service team to carefully review this matter.I can also provide evidence that my STEAM account was hacked, including the appeal screenshots.I am eager to solve the problem of my false block seriously to avoid personal losses.And just two days ago, on January 30, 2024, I recharged game currency three times to buy items, respectively 498 yuan, 498 yuan and 138 yuan.I will attach the screenshots of the payment records. Because of my love for this game, I will not engage in any behavior that will lead to account ban and loss of my personal account goods.
Please help me check this matter again and lift the ban on my account, I would be grateful.
Thank you in advance.

OldTreeCreeper

Hero+

2 years ago

@yezhur

Unfortunately the EA staff who work here on AHQ cannot help you directly with account-related issues, such as bans or having been hacjed.

Only the TOS team can help you with bans.

All the available information relating to your ban would have been communicated to you via the email associated with your EA account.

You can also check out your ban history here, but please note not all bans may appear here:

https://help.ea.com/en/my-ban-history/

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/

There is also this EA guide on bans and suspensions :

https://help.ea.com/en/help/account/electronic-arts-account-suspension-policy/#:~:text=A%20suspension%20is%20when%20we,a%20certain%20period%20of%20time.

It is my understanding that you can appeal a ban a number of times, up to 3.

If you feel you have been hacked, the only thing you can do is follow the steps in this article:

https://help.ea.com/en-gb/help/account/secure-hacked-ea-account/