So, I've been playing apex since 2019 and I logged back into Apex around 2-3 months ago and when I did it told me to play the tutorial all my levels, items, heirlooms were gone. I was level 484. Confused by these I instantly went to support and the problem with that when I make a claim it tells me i have to resume the case or it will be automatically closed and when i hit resume it just tells me that I have an active case and need to resume it yet again, so I'm thrown through an endless cycle. Now for these 2 months I've been trying to figure out what went wrong since support won't even help. Since then I've found my EA account says it was made in 2025 but in my previous claims I have one I made back in 2020 on this account. So something is wrong there. I've tried other emails I may have used but I know for a fact it was this email, especially with that claim from 2020 being there. I am just so frustrated on this whole mess and the fact that EA support won't even work to resolve this issue. So I've came here just hoping someone could possibly help me get in touch with someone please. Blow this up so someone from support or anyone that could possibly help me figure out my issue I would really appreciate it a lot.

reelav_wyrox If you're having the same problem, feel free to follow the same steps below. Thanks! :)

Hey aurasour, Sorry to hear you've been having some trouble getting back to your old account here. The EA account you're currently posting with was just created this year, as you've mentioned seeing. If you had used this exact email in the past, what likely happened was the original account using that email was changed to a different email address, which then allowed this email to be used again for the current (new) account. There's definitely another account in this situation, but our support would need to help clear up whether that's under another email you had used previously or if it was changed by someone else accessing the account. We wouldn't be able to make any changes directly on the forums. So back to the issue you're having with the cases, it looks like each time you've reached back out has created a new case, which is why you're stuck in that loop. You just need to resume one of the previous cases to get in touch with an advisor, as creating a new one is just sending you that initial contact message each time. You should be able to check your case history here and just be sure to resume one of the prior cases. As you do currently have an active case, you may need to wait for that initial response before it'll let you resume again, so I'd keep an eye on case 214413948 for that to update. If you keep running into trouble beyond that point, you can also try creating a new case here and selecting Game Support > EA Account > I want to update my EA Account information or I need help logging in to my EA Account. If you do this while logged out of the account, you should see an option to Continue without logging in and from there can start a chat with an advisor. These options would probably be better than creating a case under missing content, as this situation is dealing with a completely separate account.

Hey aurasour, Try the steps in the last part of my message instead, if you're still having problems going through a loop.

HeyEA_Mako are you able to just help me from support because I’ve tried chatting with someone from support and they are just telling me to unlink my Xbox from my ea but this doesn’t do anything. I need a real support. Thank you for your time. Because none of them understand the situation and I’ve tried explaining it numerous times.

Hey aurasour, We cannot make any changes to your account here on the forums I'm afraid, sorry. You would need to go back through support and speak with a different advisor to have them take another look at the situation. If it helps, you're more than welcome to share a link to this post. The issue here is that there's an older account that was using your current email before the account you're posting with now. That email was changed, which is why it was available for you to use on this new account. They would need to help verify and update the old account so you have access there again, but as these are public forums and you would need to discuss and verify some details about the account, we wouldn't be able to make any of those changes here.

Lost all my Progression, stats, and support won't even help.

15 Replies

EA_Mako
Community Manager
17 days ago
Hey aurasour,

Sorry to hear you've been having some trouble getting back to your old account here.

The EA account you're currently posting with was just created this year, as you've mentioned seeing. If you had used this exact email in the past, what likely happened was the original account using that email was changed to a different email address, which then allowed this email to be used again for the current (new) account.

There's definitely another account in this situation, but our support would need to help clear up whether that's under another email you had used previously or if it was changed by someone else accessing the account. We wouldn't be able to make any changes directly on the forums.

So back to the issue you're having with the cases, it looks like each time you've reached back out has created a new case, which is why you're stuck in that loop. You just need to resume one of the previous cases to get in touch with an advisor, as creating a new one is just sending you that initial contact message each time.

You should be able to check your case history here and just be sure to resume one of the prior cases. As you do currently have an active case, you may need to wait for that initial response before it'll let you resume again, so I'd keep an eye on case 214413948 for that to update.

If you keep running into trouble beyond that point, you can also try creating a new case here and selecting Game Support > EA Account > I want to update my EA Account information or I need help logging in to my EA Account. If you do this while logged out of the account, you should see an option to Continue without logging in and from there can start a chat with an advisor. These options would probably be better than creating a case under missing content, as this situation is dealing with a completely separate account.
aurasour
Rising Novice
16 days ago
thank you for replying and trying to help me with my issue. But with the cases issue I’m not making a new claim everytime I’m trying to resume it, I click resume case and it just throws me back, I screen recorded the loop but I don’t know if I’ll be able to attach it here. So if there’s a way you could get in contact with me a different way that would be great because i don’t know how else I could do this. Thank you for your time
Apex.MP415.4 MB
reelav_wyrox
Rising Newcomer
16 days ago
i have the same problem please help us 🙏
EA_Mako
Community Manager
16 days ago
Hey aurasour,

Try the steps in the last part of my message instead, if you're still having problems going through a loop.
EA_Mako
Community Manager
16 days ago
reelav_wyrox
If you're having the same problem, feel free to follow the same steps below. Thanks! :)
aurasour
Rising Novice
16 days ago
HeyEA_Mako are you able to just help me from support because I’ve tried chatting with someone from support and they are just telling me to unlink my Xbox from my ea but this doesn’t do anything. I need a real support. Thank you for your time. Because none of them understand the situation and I’ve tried explaining it numerous times.
EA_Mako
Community Manager
16 days ago
Hey aurasour,

We cannot make any changes to your account here on the forums I'm afraid, sorry. You would need to go back through support and speak with a different advisor to have them take another look at the situation.

If it helps, you're more than welcome to share a link to this post. The issue here is that there's an older account that was using your current email before the account you're posting with now. That email was changed, which is why it was available for you to use on this new account.

They would need to help verify and update the old account so you have access there again, but as these are public forums and you would need to discuss and verify some details about the account, we wouldn't be able to make any of those changes here.
aurasour
Rising Novice
16 days ago
Would there be a way to track my old account? Like the email it was changed to or anything, because I honestly never changed anything haven’t played since 2022 that’s why I was so confused why all my stuff was gone. So someone had to change it
EA_Mako
Community Manager
16 days ago
aurasour
Yes, there's absolutely a way to see the old account that was using the email before your current account. We wouldn't be able to provide that information without verifying some details about the account however, which is why we aren't able to give that out here on the forums.
aurasour
Rising Novice
16 days ago
EA_Mako hey man I appreciate your help so so much. The support guy was able to get my account back and I now have full access but I have been banned don’t know how I could guess that guy who hacked my stuff was the one who did that. But now I’m in a bigger hole. I can’t appeal my ban or anything because it throws me yet again in another endless loop. So is there a way we could do that any differently😂because I don’t even know why I’m banned or on what. I’m sorry for bothering you so much but you really just are the only solution