Re: Apex game progress lost

Hello @fncf0restwow,

we can't access your account in the forum - for that you need to contact EA Support, who can look at your account and tell you if some part of it was unlinked or relinked recently and therefore might be at fault for the loss of your progress.

- Pythia 

I contacted ea help, but there's no pop-up window. What should I do?

Now my account get banned, I cannot login, and I see someone changed my accout ID and played Apex. 

I also changed browsers trying to contact you, but it's so hard to solve my problem!

I tried so many times, and just now after clicking "Request live chat" button, browser take me to home page.

What the hell??

Hello @fncf0restwow,

that is really weird and worrying. Have you tried contacting support from a different browser? Or a different device? I suggest trying those things. 

And are you going through support The EA app > Manage my Account > Hacked Account?

If you were hacked and there is evidence on your account about suspicious log-ins (which I imagine will be there), then you will be able to dispute the ban on your account. First, focus on recovering and securing your account. Sadly, we don't have access to account details here on the forum and therefore can't actually help you with your account in this case.

- Pythia

Finally, I got in touch witch a service. And he transfer my case to another department.

And I saw the case updated, but I didn't get a mail. So what should I do?

Hacker is still using my account doing evil.

OK , I got a mail just now.

Hello,

Thank you for contacting us regarding the action that was taken on your account due to a violation of our User Agreement or Terms of Sale. After thoroughly investigating your account and concern, we found that your account was actioned correctly, and the sanction will remain in place.

Should you wish to review our Terms of Sale, they can be found here:
http://tos.ea.com/legalapp/termsofsale/US/en/PC/

Should you wish to review our User Agreement, it can be found here:
http://tos.ea.com/legalapp/WEBTERMS/US/en/PC/

Thank you,
EA Terms of Service

So funny, someone hacked my account and stole all my game data away. After I open the game, and I got a banned. You think it's reasonable. 😞

Hello @fncf0restwow,

the transfer is a normal process as the ToS team is the one responsible for dealing with bans. As I suggested, first contact Support about your hacked account and secure it with their help. After that, you can put in a dispute to reverse the ban. I suggest you open a new case regarding the hacking and wait for a response regarding that first. Regarding your Apex process, I do still believe that you potentially opened a new account on accident or relinked your account as your original problem was that you lost your process in Apex, which is not something that would happen through a hack. When you secure your account, I would also ask at what point your account was created according to the database, and at what point your steam account was linked. 

We can't do anything more in the forum now, as this is all about your account, and we don't have access to that. Only the EA Support can help with this.

- Pythia

Hello @fncf0restwow,

you are still able to contact EA Support, even without access to your account. As I said, we sadly cannot actually help you here in the forum now as hacked accounts and therefore your Apex progress in this case is connected to your account.

- Pythia

Don't you see the reply at #10?

Why doesn't every customer service seriously read the user's speech, and then just keep saying the same thing.

It's really hard to communicate.

Your message was in grey, which does not show up on my grey background, so I was not actually able to read the message. And once again, the ban is for the moment secondary - you contacted the Support about the ban, so of course they will reply about the ban, as different departments are responsible for hacked accounts versus banned accounts. You first need to secure your account, aka, win access back to it, which will hopefully prove that you have been hacked. Then, once you have access to your account again, you can check how your account is connected and if it is connected in a way or on a date that is recently, then you contact the Support about your ban. For now, ignore the ban, and just try and regain access to your account after you were hacked.

There is absolutely nothing else I or anyone else can do for you here in the forum. Even if you were to send me all the details, etc. I do not have the ability to access your account, or ban, or anything regarding this situation. I'm very sorry, but the Support is the only one that can help you - the forum is primarily responsible to help with technical issues, on a player to player basis, whereas Support is responsible for anything that requires access to accounts.

- Pythia

I can login my account, and download my EA data. 

In fact, I registered my account since 2019/2, but there is no data before 2023/02/17.

Hacker stole all my data.

When I contact with ea support, they send me a email to verify my account, and then transfer me to another department. After that, they decline my case.

So what is the next step? Allow hackers to use my game data?

Hello @fncf0restwow,

do you play over the EA app or Steam? I saw in one of your screenshots that it lists Steam as the banned account. Could you check here at what point Steam was connected to your account? Generally speaking, a hacker can't delete process, just relink or link accounts. If your register date on your account shows 2023/02/17, that means the account you are currently logging in was made on that day - your actual account is somewhere else in that case and Support can potentially help you locate it.

And when you contact EA Support do you follow the path of EA App > Manage my Account > Hacked Account? You could also go to Restore account, to see if you are truly currently using a different account and your actual account could be found that way.

- Pythia

Indeed, the hacker tied my account data to his game. Last night, I have recovered my account, but the account I am chatting with you now is hacked, and this account is banned when accessing ea.com. Also, I can't unlink this account from my steam.

The account I retrieved was not bound to steam. Now I cannot use my steam to launch Apex. A banned information will be showed.

Hi there,

I'm the same person who posted it, and now I'm chatting with you on the account I recovered. The posting account received a red letter and was rejected for unbanning request.

The account I am using now cannot be matched because it was used by hacker with an illegal program after being stolen.