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EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
11 months ago

Re: Account Reset to Level 1

Hey @SwitchXII,

We should be able to help get this fixed up, but we do just need to confirm a bit of info first.

I've sent you a DM here on AHQ, please check your inbox for that in the top-right corner and get back to me there when you can. Thanks! 

15 Replies

  • Hey @EA_Mako I am having the same problem with my account. I just tried to login and seems like all of my progress as well as skins have been lost. Is there anyway you can help me on this issue as well?

  • @EA_Mako My account has also been reset to level 1. I have sent you an email explaining the situation and I need your help
  • HI Mako, 

    I have the same problem, and i have had it for months.

    Last time i contacted APEX support i was asked to just wait and it would fix it self, that was back in April... 

    Is there something we can do? i have spent many hours and money on this account

  • same issue, all cosmetics are gone, all legends I had unlocked are gone, the account is back to level 1

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    9 months ago

    @mickeymmb12 

    In this case, your situation is due to unlinking an account.

    Progress is stored on the EA account level, not on individual platforms like PlayStation, Xbox, Steam, etc. This means if you link your platform to a different EA account, you'll lose access to that progress.

    It looks like your Steam account was just linked to this EA Account recently, and this EA Account has never launched Apex before the past few days. You'd need to re-link your Steam to whichever EA Account it was connected to originally to try recovering access to anything that's missing.

    If you can't relink the account currently, our support may be able to help update that account information to get it linked back to the correct EA Account.

  • @EA_Mako I have the same problem for the account level, initially I lost all stuff too bit that was fixed, the level account was set to 1. I was +500, Today I contacted support and he told me to make a post here on answers ea. How can I solve my problem please?
  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    8 months ago
    Hi @LoyckHope,

    Just to clarify, are you missing any content at this point? Or is it just the level 1 account after being 500 previously?

    It doesn't look like your account was affected by this problem, but if only the level is different that may be due to the increased level cap changes we made a while back. If you haven't played in a while that may be what's going on here.
  • @EA_Mako Thanks for reply. The content was missing and then comed back. The issue is on the level only now.
    I regularly play apex, sometimes it happens that I don't play it but we are talking about a short time like 1 week of stop no more.

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    8 months ago

    @LoyckHope 

    Does your level 1 have a green background? Can you take a screenshot in the lobby?

    This sounds like you've just reached the next set of levels. Since Season 14, you can level up to 500 four times, for a total of 2000 levels. 

    That way you can continue leveling and earning free packs. If you recently went from 500 to 1 and aren't missing any cosmetics, that's likely what is going on.

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    8 months ago

    @LoyckHope 

    Exactly that, yes! 🙂

    That border on the bottom is from the second set of levels. You're basically 534, so you haven't lost any progress and will be able to keep getting free packs by leveling.

    You can read more details on the increased level cap here if you're interested.

    Apex Legends: Hunted Patch Notes (ea.com)

  • Thanks, anyway it seems strange because you mentioned that from season 14 you can't have the level higher than 500 but I remember perfectly that before cross progression I had a level higher than 500. Anyway thanks I didn't know that.