Re: What to do if your Apex Legends account got banned or suspended

You will need to speak to our Terms of Service team @Kinq_Shogun as no one else can assist or comment.

The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/

1. Click Contact us at the top of any page on EA Help.
2. Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
3. Choose your platform.
4. Select Manage my account, then Banned or suspended account.
5. Fill out any other details below.
   • For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
6. Click Select contact option.
7. Sign in to your account that has the ban or suspension, if you aren’t already.

Darko

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@EA_Darko wrote:

You will need to speak to our Terms of Service team @Kinq_Shogun as no one else can assist or comment.

The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/

1. Click Contact us at the top of any page on EA Help.
2. Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
3. Choose your platform.
4. Select Manage my account, then Banned or suspended account.
5. Fill out any other details below.
   • For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
6. Click Select contact option.
7. Sign in to your account that has the ban or suspension, if you aren’t already.

Darko

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Yes uhm, this wasn't really about the Ban straight up, it was rather about a way to avoid the ban, because as mentioned there is clearly something triggering the anti cheat system, and i dont know what, if i would, i would just remove it so i dont get banned anymore... 

and therefore, i'd like to find a way to troubleshoot this, but i tried already everything which is stated in the forum. so i was asking here for help if anyone knows for sure that some app or something might be a common issue regarding this

Hey @Kinq_Shogun the only ones who can assist with a ban is our live support team.

We are not able to assist or discuss this with you in any way or help you avoid a ban.

If there is a ban on your account then it needs to be appealed with our TOS team.

Darko

@RASMelo23 

Whilst yes, sometimes mistakes do happen, do note that these are typically a small percentage.

People receive a mail for their ban reason, they can also contact the support team for more information about the ban.

So if your friend isn't sure about why they got banned, let them shoot a message to the proper channels.

@RASMelo23 

Bans related to in-game behaviour is properly noted in the mail.

The ban you're referring to is related to purchasing things on the EA platform.

These types of bans might not be so common, hence why it's targeting the entire Terms of Sale in this mail, though do note that players are bale to get more information about their bans if they contact support.

This is done to maximise efficiency as they won't have templates ready for every specific line in the Terms of Sale and so forth, it's a bit easier to do it like this.

Also if someone got banned for violating the Terms of Sale, it's almost always right as these types of bans typically come from players requesting a chargeback at their bank.

Breaking the User Agremeent is a bit easier since it can just include you saying some bad words in-game, breaking the Terms of Sale would be a bit harder to do.

Hey @RASMelo23 and @XHelperZ, we do not discuss bans on AHQ.

If someone has a ban on their account and believe it is incorrect then they will need to appeal with our TOS team.

Darko 

@RASMelo23 

The specific problem is indeed communicated with the initial email when an action is taken.

For example, in situations involving cheating, players would be informed that the account action is for cheating, along with information from our User Agreement further clarifying what we consider cheating to include.

In cases of chat violations, that chat would be shared as well, again with the appropriate clarifying information from our User Agreement.

What is not shared are details such as what particular cheating software was found or when, or any details regarding our internal systems as this type of information is highly valuable to those that would wish to bypass our detection methods.

It's difficult to speculate on these things without having the full picture available, which is another reason we cannot address these types of issues on the forums and those wanting to dispute an account action will need to appeal that with our Terms of Service team directly.

I encountered the same problem. I logged in to the server on the 12th. At that time, the server was often offline. I don't know if it was because you suspected me of malicious attack on the server and banned me from playing because I wanted to play the game too much, so I wanted to enter the game. Sorry

@RASMelo23 

It's certainly admirable that you're looking out for other players here, and that's definitely appreciated.

That said however, unfortunately you're working with incomplete information as you simply don't have access to the information our TOS team does. That they do not provide greater detail regarding an account's activity does not mean they don't have access to verify that internally when reviewing accounts.

Statements such as this are quite simply incorrect. While the explanation provided may not be as detailed as some would like (for reasons covered previously), the reason for an account closure is provided via email when the action is taken on an account.

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I am absolutely sure that accounts are being closed for breach of contract without any grounds, in this specific case, nothing is informed to the users! They lose everything and don't even get an explanation.

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If someone feels the reason provided is incorrect, they're more than welcome to appeal the case, at which point another member of the ToS team will review the information leading to the initial action to see if a mistake was made.

Ultimately that is not something that can be argued or performed on their behalf, and that will only be discussed with the account holder.

Thank you for the feedback as that's always appreciated, though at this point I'll leave the conversation there as it really can't be too productive when the full picture isn't available. 🙂

@EA_Mako the reason for an account closure is provided via email when the action is taken on an account.

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Really? How "Fraud" is a reason? It can be ANYTHING!

You already had some severe banhammers to people who literally did nothing since your 'AI' is just too bad.

Thankfully I've managed to live 3 years and now I get banned without any explanations! How is it okay?

Both me and my friend got banned simultaneously.

My friend got unbanned, I did not and I still don't know even roughly speaking what was the real reason of my declined disputes.

I'm using different software starting with VPNs, ending with GoodbyeDPI and AHK. I'm not sure if it's that but I wouldn't be surprised since you had history banning people using "MSI Afterburner".

The only question is - why other games with EAC don't react on any of that software if it doesn't interferes with the game? Or if it's not software what can it be? A "fraud". Great explanation.

I heard that your perfect "AI" got updated recently, what it means and how it works we don't know and for a reason, I understand.

But I lost a good account that I was playing since season 2 and didn't get any proper support (as if you have any support).

Why would I pay money and even try to start a new account if I don't know what caused this ban? Should I reinstall my OS and not install anything except your game?

And the most hillarious is the fact that you can barely ban cheaters who still present and will always be here.

I heard about such situations but I could never imagine that I will get banned for no reason, how can I be not mad???

I will never believe that your ToS team even trying to inspect the situation.

If we both got banned and my friend got unbanned but I didn't, it only means that there is a human factor.

One person decided to press 'unban' because he "was felling this way", the other - one clicked denial with generic response.

That's how you work.

It's just Russian Roulette. Support should never be like this.

It's absolutely unprofessional.

@EA_Mako I agree with this.  It makes sense.  I do however also understand some points that @RASMelo23 is making.  I have disputed my case over 20 times by now.  The disputes originally started out as me thinking I was unfairly banned, but as time passed and more disputes were made and by reading on more info on ToS, conduct, positive play, and rules, etc.  I began to realize that I am indeed guilty and the ban is 100% just, no doubt.  Although I am guilty there are some factors at play such as my EA account linked to my Steam account causing problems with my other games having to sign in and out constantly, I was not aware of some of the rules leading to my ban(this is my own fault), I am the leader of a club and the members are messaging me asking what we can do to remove me as the leader.  This club subject is the last subject used for a dispute and the EA Help agent was very helpful and kind and they mentioned they might have a solution, I am now waiting for feedback from ToS.  I even wrote an appeal letter stating I am guilty but would still like to get a last chance to prove I can be a positive member of the community.  The previous agent said "It's all about how you approach and display your dispute"  which made me think I might have used incorrect wording or something, but I am hopeful that this new agent will be able to help.

Do you think that EA might be able to look into issues such unlinking accounts even if banned(I mean i do still have access to my account and 2 step verification, it cant be a hacker).

Hopefully ToS can also be more engaged with the members?  I find it hard to communicate as they are a bit vague sometimes.

Lastly do you think this "greater detail" you mention includes messages between friends joking with each other saying stuff like "No F u" or "haha no man u dumb"  

Interested in feedback on these questions I have

@Thielewapper 

Typically speaking, if an account has been banned we won't be able to assist with any changes until/unless that ban is first removed by the Terms of Service team via an appeal. That would include linking/unlinking and so on.

If the reason for a ban was due to messages sent in chat, those specific messages would generally be included in the initial email from our ToS team. 

As far as sending joking messages between friends, those messages would need to be reported by someone and a violation of the Rules of Conduct for action to be taken.

We wouldn't be able to speak to your particular situation on the forums as you'd need to continue working with the ToS team in that regard, but hopefully that clarifies some things in a broader sense.

@bloodihunter 

Please keep in mind we cannot review your status or any account bans on the forums. If your account was hacked and you believe a ban was applied incorrectly, please be sure to go through these security steps and then create an appeal here so our Terms of Service team can investigate further.

@EA_MakoYes definitely makes sense that you would need to be reported by someone for EA ToS to flag the messages, but I guess the third guy that got matched with us was the one reporting me, because he probably did not know we are friends.  I did ask my friend and he said he has never reported me not even as a joke toward me.  So the only possible scenario I can think of is that the third guy that was added to our team thought we were being serious and ended up reporting us, my friend hower hasn't received any warning, but it is probably because he mostly used voice chat and I heard ToS doesn't review voice chat as of yet?