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EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
3 years ago

Re: I play Apex every day but Ea banned me because of a hacker

Hey @z54jvcjmgh,

Sorry to hear you've had to go through such a hassle when just trying to play some Apex.

From the look of things, someone did indeed access the account illegitimately, but it appears the ban was removed and just requires support to finish securing the account before you'll have access again.

I would definitely make sure you've gone through these security steps as well, aside from the password resets you've already mentioned. 

After that, you will need to have an advisor re-secure and activate the account. I do see you had created a new case recently where they should be able to assist with this, but I would suggest using the live chat or phone callback options if possible, or you can also speak with them over Twitter or Facebook instead if either of those are options for you.

2 Replies

  • z54jvcjmgh's avatar
    z54jvcjmgh
    3 years ago

    Thank you for replying. This is what my ban history says on my account. So what you're saying is that the term "overturned" on my cases means I just need to go through the process of making my account secure again? And also, when you input the "contact us" option through ea help, it never gives the option to contact anyone other than through your email so how could I choose live chat or a phone call. The last time months ago I was able to do it but I think I was given a link or something. 

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    3 years ago

    @z54jvcjmgh Right, since the account was compromised our team will just need to make sure it's now secure before re-enabling access.

    On that note, while it makes perfect sense to create a case regarding a banned/suspended account, in this situation I'd suggest using the options The EA app  | PC  | Manage my account  | Hacked account when creating a case instead. 

    The contact options can vary slightly based on your location and the time, but I'm currently seeing the option for a phone callback or email with those selections. Alternatively the Twitter/Facebook options are typically a bit faster than email as well and would be the next closest thing if you're not getting a live chat option.

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