Forum Discussion

New Novice

1 month ago

Solved

Missing all content from Xbox account

I started playing apex on Xbox then switched to pc but I’ve had my accounts linked since 2015. Well in 2023 I was falsely banned and during the time of the ban cross progression was released and after I submitted a ticket and got the ban removed. Soon after I got on my account and I never received the prompt for cross progression like my Xbox account didn’t exist. I’ve submitted multiple tickets and each time ends with the team is investigating and will get back to you shortly. I’ve never unlinked my accounts or changed any of my information since then.

cross-progression

missing content

EA_Mako
1 month ago
Hey imdslayz,

Sorry to hear you're missing this content from when you had played on Xbox. To clarify, that progress is stored on the EA account level, not on individual platforms like PlayStation, Xbox, Steam, etc. This was true even before Cross Progression as well. You would not have seen a prompt for Cross Progression as by that point, all accounts had Cross Progression enabled. The popup only showed up during the initial rollout when that was still happening in waves, so not seeing it in this case is normal.

I do see you mentioned never unlinking accounts or changing your information aside from going through that recovery process with the support team. However, looking at both the current account and the one used to get in touch with support to recover this account, I'm not seeing either EA account has ever accessed Apex on Xbox in the past.

We're still able to see which platforms an account has used to access a game even if those platforms are later unlinked or removed from an account - though unlinking doesn't seem to have been the case here, as you mentioned. Are there any other emails or accounts your Xbox may have been linked to in the past, when you initially started playing? Or had you ever played on a different Xbox profile?

If you can't recall or no longer have access to an older account, our support team can try to help locate, verify, and update the account similar to what they'd done in this case. We wouldn't be able to discuss or change the actual account details here via the forums, I'm afraid.

8 Replies

imdslayz
New Novice
1 month ago
EA_DavidEA_MariEA_Mako
EA_Mako
Community Manager
1 month ago
Hey imdslayz,

Sorry to hear you're missing this content from when you had played on Xbox. To clarify, that progress is stored on the EA account level, not on individual platforms like PlayStation, Xbox, Steam, etc. This was true even before Cross Progression as well. You would not have seen a prompt for Cross Progression as by that point, all accounts had Cross Progression enabled. The popup only showed up during the initial rollout when that was still happening in waves, so not seeing it in this case is normal.

I do see you mentioned never unlinking accounts or changing your information aside from going through that recovery process with the support team. However, looking at both the current account and the one used to get in touch with support to recover this account, I'm not seeing either EA account has ever accessed Apex on Xbox in the past.

We're still able to see which platforms an account has used to access a game even if those platforms are later unlinked or removed from an account - though unlinking doesn't seem to have been the case here, as you mentioned. Are there any other emails or accounts your Xbox may have been linked to in the past, when you initially started playing? Or had you ever played on a different Xbox profile?

If you can't recall or no longer have access to an older account, our support team can try to help locate, verify, and update the account similar to what they'd done in this case. We wouldn't be able to discuss or change the actual account details here via the forums, I'm afraid.
imdslayz
New Novice
1 month ago
No it’s always been the same Xbox account. My email for the Xbox account is different from my ea account but I have my gmail connected to the Xbox account so it’s all connected. I think the biggest problem is when I got banned it did something to my account and after it got resolved it’s like my Xbox progress never existed even though I can see my playtime on the Xbox app and my transaction history as well as all the achievements I earned. I also have videos during the time of me playing on Xbox as well.
imdslayz
New Novice
1 month ago
Here is my playtime and achievement status from the same Xbox account connected to my ea account
EA_Mako
Community Manager
1 month ago
Thanks for clarifying, imdslayz.

I absolutely trust that you have a lot of playtime on Xbox - it just isn't on this particular EA account. Generally speaking, we can definitely see that an EA account has accessed a particular game. Even if that game were to be completely removed from the EA account and the platform unlinked (which was not the case here), we'd still have that record of the game being accessed by that account at one point.

That is not the case in this situation unfortunately. There's absolutely Apex history on the account across multiple platforms, but zero access from Xbox ever - again, just for this EA account. It looks like this may have been connected during the recovery process, but where that was prior I couldn't say. That aspect is where the support team would need to try and help determine where else that Xbox account may have been linked.
imdslayz
New Novice
1 month ago
Who would I need to contact to have look at it because I created a case and they said to post in forums to get help about the situation.
imdslayz
New Novice
1 month ago
EA_mplsnow
imdslayz
New Novice
1 month ago
I started playing apex on Xbox then switched to pc but I’ve had my accounts linked since 2015. Well in 2023 I was falsely banned and during the time of the ban cross progression was released and after I submitted a ticket and got the ban removed. Soon after I got on my account and I never received the prompt for cross progression like my Xbox account didn’t exist. I’ve submitted multiple tickets and each time ends with the team is investigating and will get back to you shortly. I’ve never unlinked my accounts or changed any of my information since then.