Forum Discussion

2 years ago

Solved

My Account was Hacked and Banned Without Warning

Recently I suffered a Data breach on my account. someone was able to get into my account and changed my password, E-mail and Phone number attached to my account, leaving me with no access. As such when I submitted a ticket to have my account recovered I was able to get back into my account. upon doing so it would seem that my account has been banned. upon seeing this I went to EA Support to have my Ban appealed. Not only do I not know why my account was banned, but I do not know for how long it is banned, nor did I have any access to my profile when it was banned as I was hacked and someone else was impersonating me. All I want to do is Play APEX with my family. that's it. I had no control over the activity that happened on my account, nor was I notified that the information on my account was changed or that my account was banned or that there was any suspicious activity happening on my account. this is all very frustrating. the ticket response I received was ultimately unhelpful. They simply said that the ban is still justified. Can't they see that my account had a security problem and that the malicious activity was not done by me. At this point if my account is not unbanned I see no reason to continue playing APEX or any EA game, not that I play any of the other ones anyways.

EA_Mako
2 years ago
Hey @wildfiregaming,

Sorry to hear someone else had gotten into your account. If you haven't already, please be sure to go through as many of these security steps as possible to help get your account and system back into your control.

For banned accounts you'll need to submit an appeal here to have our Terms of Service team review the ban.

After that you'll need to get in touch with our support team to help recover the account itself. As they'll need to discuss private account details, that is not something we can assist with here on the forums.

You can create a new case here and select Game Support > The EA app > I need help with my hacked account so the support team can assist with the actual account recovery.

I see you've mentioned submitting one appeal and already hearing back there, but you're welcome to submit another to have this reviewed again.

3 Replies

EA_Mako
Community Manager
2 years ago
Hey @wildfiregaming,

Sorry to hear someone else had gotten into your account. If you haven't already, please be sure to go through as many of these security steps as possible to help get your account and system back into your control.

For banned accounts you'll need to submit an appeal here to have our Terms of Service team review the ban.

After that you'll need to get in touch with our support team to help recover the account itself. As they'll need to discuss private account details, that is not something we can assist with here on the forums.

You can create a new case here and select Game Support > The EA app > I need help with my hacked account so the support team can assist with the actual account recovery.

I see you've mentioned submitting one appeal and already hearing back there, but you're welcome to submit another to have this reviewed again.
InTikV2-Wraith
2 years ago
Hey i have the same problem as you and somehow my status says : Decline and open case at the same time.
What i advise you to do :
- go to your account settings you'll find ( download my Data )
- download the data and open it in Text editor.
- you will find every login that has happened on your account with time date and location + IP adresses.
Use that to prove further your innocence.
- you will find in the file also why you Were banned and for how long.
For my case it's until 2091 🤣
And the reason is : competitive advantage
That is all i can help you with.
My case says decline and open case at the same time i don't understand what it means i hope it's " declined but investigation is still going on "
But i can't seem to find an answer to this status.
Hope it helps you though.
If we get our accounts back maybe we will play a game together to celebrate 🥳
kaoticseven
2 years ago
The link offered with like yal solutions aren't working and the options I'm told to look for aren't even there. How on Earth can I get in contact with someone who can actually help me with this? Because right now I'm just getting the run around. I Can prove my account history. And whoever it is that stole my account seems to be in Thailand.