Recently I was banned permanently from Apex's multiplayer for no reason. I sent a ticket to EA customer support and was told that an update would be sent to me via email in the next 72 hours. It has now been over a week and I am yet to hear any for of response or reply from the customer support team. I would much like to know what is going on with my account since it is very valuable and I have spent almost 1000 hours in the game, currently all for nothing.

Hey @Te3H. If you've already reached out to the Terms of Service team regarding your account that's all you would need to do for now. They'll need to review your account to determine if that ban can be overturned. Unfortunately we don't have a way to see how long that might take. They try to get back within 72 hours, but that can vary depending on how many cases they're currently working on. They will follow up with you via email as soon as they can, so keep an eye out for a response. Thanks for being patient on this. /Kent

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17 Replies

EA_Kent
Community Manager
6 years ago
Hey @Te3H.

If you've already reached out to the Terms of Service team regarding your account that's all you would need to do for now. They'll need to review your account to determine if that ban can be overturned. Unfortunately we don't have a way to see how long that might take. They try to get back within 72 hours, but that can vary depending on how many cases they're currently working on.

They will follow up with you via email as soon as they can, so keep an eye out for a response. Thanks for being patient on this.

/Kent
Te3H
6 years ago
I am still waiting for an email from EA. The support case that I submitted is currently marked 'waiting for player', how am I meant to know what to reply when I have not recieved any for of contact from themsleves?
EA_David
Community Admin
6 years ago
@Te3H That's interesting, I do see a flag saying an email went out a bit under 2 weeks ago. If you keep spam/trash mails that long, can you check if that came through?
majesticcyrus
6 years ago
Hi there I have this problem too
What should I do to take result
Please help
Darkalk
5 years ago
@EA_Kent My account has been wrongfully banned. I created a ticket, filled the form and waited. 20 days have passed, no response. [Admin - removed]
EA_Kent
Community Manager
5 years ago
Hi @Darkalk,

Do you have the case number from when you submitted your appeal? If so, can you send it to me in a direct message so I can take a look?

/Kent
LeVinRouge1
5 years ago
Hello, i've got the same problem and it has been 15+ days.
I'm sending you the ticket number via direct message.
Thank you for any reply and/or action.
EA_Kent
Community Manager
5 years ago
Hi @LeVinRouge1,

The Terms of Service team investigates appeals like this on a case-by-case basis, so I'm afraid it can take some time to complete an investigation. Unfortunately we don't have the ability to see exactly how long it may take, but the Terms of Service team will follow up with you via email as soon as they can.

/Kent
d9b5e51c1fc01f2
5 years ago
Seems like EA doesn't really listen to its community. I have been saying how EA needs to enforce 2FA to us so the hackers can't brute force login into our accounts and use cheats on them. Now there's more innocent people getting banned, I was one of the first few that got banned for cheating on my account that I didn't do.
MAKE 2FA COMPULSORY ALREADY!
BardoCorredor
5 years ago
have been waiting for over a month and nothing, same problem as everyone...