Forum Discussion

Rising Newcomer

Re: How to get help with Apex Legends account bans and suspensions

I'm honestly running out of ideas at this point. My EA account got hacked earlier this year. Whoever got into it changed my email/password and I couldn't access it anymore. I eventually contacted EA Support and they helped me recover the account. After getting it back, I found logins/devices I don't recognize from Taiwan and Hong Kong, plus a Nintendo account/device linked to my EA account. I don't even own a Nintendo account. Then I found out my Apex account was permanently banned for "gameplay enhancement" on April 8, 2026. The weird part is that April 8 is also right in the middle of those unknown logins, including a Nintendo Switch login from Taiwan on that exact date. I've appealed multiple times already. I'm not even saying EA didn't detect cheating. Maybe someone DID cheat while they had my account. I don't know what they did with it because, obviously, I wasn't the one controlling it. What I'm trying to explain is that I wasn't the person using the account when this happened. I even contacted EA live support again and explained everything. The advisor said they documented the account compromise and the connection between the compromise and the ban in my case notes. I appealed again after that and still got denied. Then I tried one last time asking EA what evidence they actually want from me to prove that someone else had control of my account at the time. I was willing to provide whatever they needed. Login history, recovery emails, linked accounts, purchase history, whatever. So what am I actually supposed to do here EA already helped me recover the account after it was compromised. There are unknown devices and locations on the account from around the ban date. There's an unknown Nintendo account/device. I've appealed multiple times and tried asking what more evidence they need. I'm not expecting forum staff to magically press an "unban" button. I just want to know if there is ANY other way to get someone to actually look at the fact that the account was compromised when the ban happened. Has anyone here had this happen and actually managed to get it resolved? Because at this point I genuinely don't know what else EA expects me to provide.
Sorry for the long rant any advice or help in getting my account unbanned is welcome. I've attached screenshots below as well in case EA sees this.

2 Replies

EA_mplsnow
Community Manager
21 hours ago
Hey soggypotatoaim,

Glad to hear you were able to recover your account after it was hacked! Hopefully, you've had the chance to go through our security steps to ensure the account is under your control. It'd be worth running through the recommended security steps for your linked platform accounts and email address as well, to be safe.

I understand this process can be frustrating, especially since the account action was triggered by someone else. This might not be the response you were hoping for, but I'm afraid you'll need to continue following these steps to create an appeal so our Terms of Service team can take another look at the account action. There isn't a separate process for bans placed while the EA account was hacked, so you'll need to appeal as usual and wait for our ToS team's review.

We're unable to make any changes or discuss details of your account here on the forums, but please keep an eye on your case history page once that appeal is created, and the ToS team will reach out via email once that review is complete. Thanks!
soggypotatoaim
Rising Newcomer
13 hours ago
Thanks, but this is the exact issue I’m trying to explain.I already submitted the appeal. My case history now shows the case as Closed, and there is no option for me to resume or reopen it.At the same time, Penalty History still says “Your appeal is pending” and “We’ll let you know when a decision has been made.”So the two EA pages are showing different statuses. The case is closed, but the appeal itself still appears pending, and I cannot continue the case or submit another appeal.Can you please tell me what I’m supposed to do in this situation, or whether this needs to be escalated as a case/appeal status issue?