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publicjoker4450's avatar
publicjoker4450
2 years ago
Solved

My case has been submitted.But I can't find it in My Cases webpage

I got a banned on Apex Legends and I  have objections to this.I sent emails to the help team.The dialog box shows that I have already submitted the case，but I can't find them on my case webpage

  • EA_Lanna's avatar
    EA_Lanna
    2 years ago

    Hi @publicjoker4450, 

    This is truly unusual. I'm not sure why the cases aren't showing up for you or potentially delivering to the support team. We've checked mostly everything. What remains is the regional settings on the account. This can mess with the case setup if the information isn't matching up. Could you check these things: 

    1. VPN: If you're using a VPN, turn it off and try to set up the case once more
    2. Regional Settings: Make sure the region registered matches where you are on the EA Help page and in the EA account settings. 
      1. EA Help page: Go to Help.ea.com > Scroll to the bottom of the page and check the flag icon > Click it to open a menu > Select the correct region for you
      2. EA Account settings: Go to your EA Account and Billing Settings > Click on the About Me tab. > Click Edit next to Regional Settings to update your country of residence or language.

    If the location set-up is correct, there's nothing more I can think of to get that working for you. So, I'll suggest as a last resort trying to email the support team using this email address instead: . This will not show up on your Case History until the advisor can set a case up for you but it should help get the initial information through so one can get started. Send through the following information:

    • Your EA Account Information: Email, username, if there's a console account linked up (PSN ID/Xbox Gamertag)
    • The name of the game or service you are contacting us about. For example Apex Legends
    • Details of your problem.
    • Screenshots: These help show what you're seeing.

    Someone will hopefully get back to you as soon as possible.

    - EA_Lanna

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  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hi @publicjoker4450, 

    Depending on what steps you took, it's possible no case was submitted. For ban cases, the steps that needs to be followed are shared in this guide: 

    Did you follow those exact steps? If not, can you share how you reached out to the Help team?

    - EA_Lanna

  • publicjoker4450's avatar
    publicjoker4450
    2 years ago

    Yes, I followed these steps. I have re protected my account as required. But I hope to solve the game ban through EAhelp. When I found out that I couldn't play online games normally, I immediately went to my personal account page and saw the ban on the game (without specifying the reason). I guess this may be caused by my account theft while playing games in an internet cafe. I have filled out the contact email (including game ID, email, any issues encountered, etc.) according to the normal process. When I finished filling out, the dialog box showed that my case had been submitted, but I couldn't find it on my case page.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Hi @publicjoker4450,

    That is odd. Could you see if that changes if you try to send the case by clicking on the 'Dispute' button on the Infraction History page and filling out the details once more?

    - EA_Lanna
  • publicjoker4450's avatar
    publicjoker4450
    2 years ago

    I have tried this method and it still hasn't worked. I'm so disappointed

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hi @publicjoker4450, 

    Thanks for giving that method a go. I'm sorry to hear the EA Help site's been acting up for you. The EA Help is up and running and cases are going through so something else is up there. I'm able to pull it up on my side without any issues.

    It might just need some troubleshooting. Could you try the following steps please: 

    • If you are on mobile, switch to PC to submit the ticket or vice versa.
    • Clear the browser's cache and cookies, fully close all browser windows and then try again.
    • Test it off of a different search engine (so if you're on Google Chrome, try Firefox to see if you can submit a ticket that way).
    • It's no harm trying a clean boot to see if you see the same issue after either:  https://help.ea.com/en-in/help/faq/how-to-clean-boot-your-pc/.

    If the help site still isn't presenting that 'submit' button for you, can you double-check that the region is set to the right country (flag in the top right of the help.ea.com website)? What categories would you be selecting at the moment? 

    - EA_Lanna

  • publicjoker4450's avatar
    publicjoker4450
    2 years ago

    I have completed the operation according to your instructions, and I am no longer able to send my case dispute on Edge browser. I tried Google and although I successfully sent it, I still couldn't find it on the case page

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hi @publicjoker4450, 

    This is truly unusual. I'm not sure why the cases aren't showing up for you or potentially delivering to the support team. We've checked mostly everything. What remains is the regional settings on the account. This can mess with the case setup if the information isn't matching up. Could you check these things: 

    1. VPN: If you're using a VPN, turn it off and try to set up the case once more
    2. Regional Settings: Make sure the region registered matches where you are on the EA Help page and in the EA account settings. 
      1. EA Help page: Go to Help.ea.com > Scroll to the bottom of the page and check the flag icon > Click it to open a menu > Select the correct region for you
      2. EA Account settings: Go to your EA Account and Billing Settings > Click on the About Me tab. > Click Edit next to Regional Settings to update your country of residence or language.

    If the location set-up is correct, there's nothing more I can think of to get that working for you. So, I'll suggest as a last resort trying to email the support team using this email address instead: . This will not show up on your Case History until the advisor can set a case up for you but it should help get the initial information through so one can get started. Send through the following information:

    • Your EA Account Information: Email, username, if there's a console account linked up (PSN ID/Xbox Gamertag)
    • The name of the game or service you are contacting us about. For example Apex Legends
    • Details of your problem.
    • Screenshots: These help show what you're seeing.

    Someone will hopefully get back to you as soon as possible.

    - EA_Lanna

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