Forum Discussion

5 years ago

Origins account hacked and Apex ban

I have been trying to reach out to ea over every form of media and have gotten zero help. My account got hacked and they banned my apex account. I recovered the account but need support for my apex a...

ZeroSkillandIQ

5 years ago

@doomy6000try to catch live support at their times. They should fix fast anything.

doomy6000

5 years ago

@ZeroSkillandIQ They only support you can get for this issue is the TOS team. They only take emails and wont communicate with you. There is no 2 way communication its only 1 way.

Zeelmaekers
Hero+
5 years ago
Hey @doomy6000

Glad to hear you already have recovered your account.
To make sure your account is as secure as possible, check out these Account security tips:
https://help.ea.com/en-us/help/account/how-to-maintain-account-security/
If you got banned, you best reach out to the Terms of Service team, yes this can only be done by mail.
When you have sent this mail, they will review your case, this could take a couple of days.

They try to reply within 5 business days, but this could take longer due to increased safety measures being put in place.
More info:https://answers.ea.com/t5/Technical-Issues/IMPT-Support-Options-Update/m-p/8864075#M67484
- doomy6000
  5 years ago
  @Zeelmaekers Ya I got the account secured, phone verification, and changed the email. EA really needs to review their policies/wording on their website. The help.ea.com states that the TOS team "Will contact you within 72 hours." You stated 5 days which is the third time table I have been told. The online chat reps like to state it could take up to 10 days. No one is on the same page and the statements in black and white on the ea sites are not followed.
  - Zeelmaekers
    Hero+
    5 years ago
    Hey @doomy6000
    
    Glad everything is secure.
    About the time that the ToS reply's, don't take my word over an EA advisor word.
    
    I'm just a volunteer providing you with the information to get you on the right path, I don't have the latest information on when the ToS will reply if an Advisor says it could be 10 days, it will probably closer to that, I base myself on the EA help page "When you'll hear from us" and latest support article that I linked you 🙂
    This is new for everyone and I think no one can really predict when a reply will be sent out, just check your mailbox every day, it will be there someday.