Community ManagerHi @publicjoker4450,
Depending on what steps you took, it's possible no case was submitted. For ban cases, the steps that needs to be followed are shared in this guide:
Did you follow those exact steps? If not, can you share how you reached out to the Help team?
- EA_Lanna
Yes, I followed these steps. I have re protected my account as required. But I hope to solve the game ban through EAhelp. When I found out that I couldn't play online games normally, I immediately went to my personal account page and saw the ban on the game (without specifying the reason). I guess this may be caused by my account theft while playing games in an internet cafe. I have filled out the contact email (including game ID, email, any issues encountered, etc.) according to the normal process. When I finished filling out, the dialog box showed that my case had been submitted, but I couldn't find it on my case page.
Community ManagerI have tried this method and it still hasn't worked. I'm so disappointed
Community ManagerHi @publicjoker4450,
Thanks for giving that method a go. I'm sorry to hear the EA Help site's been acting up for you. The EA Help is up and running and cases are going through so something else is up there. I'm able to pull it up on my side without any issues.
It might just need some troubleshooting. Could you try the following steps please:
If the help site still isn't presenting that 'submit' button for you, can you double-check that the region is set to the right country (flag in the top right of the help.ea.com website)? What categories would you be selecting at the moment?
- EA_Lanna
I have completed the operation according to your instructions, and I am no longer able to send my case dispute on Edge browser. I tried Google and although I successfully sent it, I still couldn't find it on the case page
Community ManagerHi @publicjoker4450,
This is truly unusual. I'm not sure why the cases aren't showing up for you or potentially delivering to the support team. We've checked mostly everything. What remains is the regional settings on the account. This can mess with the case setup if the information isn't matching up. Could you check these things:
If the location set-up is correct, there's nothing more I can think of to get that working for you. So, I'll suggest as a last resort trying to email the support team using this email address instead: Contact_EAHelp@ea.com. This will not show up on your Case History until the advisor can set a case up for you but it should help get the initial information through so one can get started. Send through the following information:
Someone will hopefully get back to you as soon as possible.
- EA_Lanna
I will try to send a direct email to the help team. Thank you for your help truly
Community Manager
