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

There is nothing more that we can do to assist @Ruissy, if you have further questions please speak with our TOS team.

Darko

So, what if our client says we are banned but the EA account management website shows no bans or suspensions?

I can’t contest what isn’t shown. There is no option to submit a ticket or case. Can you please provide me the contact information of the terms of service team so that I may open an appeal? I can’t seem to enter an appeal to this client ban by any means on EA’s website. 

Or is there somewhere else I should be looking? Is there a number to call? Etc. Please help when you can. 

Hey @LawbringerX,

The website primarily displays account-level bans or suspensions, so not all in-game actions may show up there. Sorry for any confusion that's caused.

Even if you're not seeing the ban appear on the account page, you should still be able to create a new appeal to have our Terms of Service team review that situation for you.

Wanted to update you, Mako:

my case was ruled an “Overturn” which I assume meant my ban in Apex was overturned. However, I got an email at the same time the case was ruled as overturned saying that my account had suspicious activity and has been locked. When I logged in to secure it, my account (the entire EA Account) now shows an active account ban on it (as of like two hours ago). There is no reason shown for the ban. 

I don’t think the terms of service team is properly addressing these cases. Either my ban was overturned, and they meant to unban the account; or it wasn’t and they should have said “denied” - but even then, why ban the rest of my EA account, even for other games? I haven’t even played APEX in years, and I wasn’t banned when I last played it lol. 

I’m just not sure the Terms of Service team knows what it is doing. I’ve submitted a new case explaining this regardless, but now that I have this EA Account ban active on my account, I can no longer speak to live chat or use some help services. Quite the bummer. What a weird fiasco. Even weirder that i’m seeing other players with this exact problem reporting this on this forums. 

Any chance we can get some clarity? 

Hey @LawbringerX,

It sounds like your appeal resulted in our Terms of Service team determining the account was compromised and the in-game activity at this time didn't warrant the ban as a result.

Our ToS team may lock an account down if it's been compromised, until it can be fully recovered through the support team instead.

That may have just been taking some time to fully update the various account changes if it kept pushing you to go through the ban appeal process at that point. Are you still being prevented from getting in touch with support?

my case says that i may have been exploiting or cheating. i built my pc and i am the sole owner so i know there's nothing on here  and am willing to do whatever to prove i. i just need to have someone actually review my account [dr_surgent] and my pc too for proof. whatever they need i will provide

@EA_Mako @EA_David 

This is a really poor process @EA_Mako and its quite obvious how badly it is being abused.

For the background.  My account was seemingly instantly banned last week after my nephews friend reacted via text chat when they were submitted to several death threats over voice chat.  Rightly or wrongly their responses were 2 messages simple messages of 3 letters - abbreviations of common swear words that to be honest I see far worse in the content of your actual games.  Being afraid of letting me know they tried to appeal the ban themselves (I had been decorating all week and assumed they would be fine playing the game) all attempts were denied.  My follow up appeal this morning was also denied with no explanation, the support staff I spoke to on this account via chat said they totally understood the issue, that they wish they could overturn the ban, but it has reached a threshold whereby no further appeals will be listened to.  The whole process is being abused to goad people by the very people you are supposed to be targeting and this over the top nanny culture is ridiculous.  I haven't personally played Apex in a long time, and mostly play racing games these days, but cant even do that now with any of the EA titles.  The obvious toxicity over mic chat is far worse than any of the bans being issued for really minor offences here.

An instant ban on all my devices with no way of unlinking my PS5 (I really had just purchased EA WRC and found I couldn't even play that thanks to this ridiculous ban).

All seems a lovely way of EA yet again making more coin by forcing players into a situation where they need to repurchase content they have owned the license for for years & in my 30 years of gaming have never seen anything so ludicrous as the automated banning system & appeals service you run here.  Not only is it bad enough that EA continues to push new games out in a completely broken or unfinished state (Battlefield, EA WRC, Anthem, FIFA) that you actively sell produced games with pay to win features (Battlefront, FIFA) but then you have the audacity to expect players to pay again because the automated bot service you have devised is on obvious commission for the amount of new accounts & repurchases it can help to push your way.

Truly an awful company, with highly dubious ethics all based around lining the pockets of your shareholders, whatever the cost to your customers, fans of the franchises or studios you have sadly taken over or indeed the gaming industry at large.  

If a community manager, for some reason, can review the case and allow further appeals somehow, I'd like them to do that with the information I provided. I don't know how though. But I doubt that this will help at all,

Hey @TheCaustOfHavoc,

I'm really sorry to hear that you were directed here as we're not able to assist with these issues.

As the forums are public boards, we cannot review or investigate any account actions here. The only team that's able to take another look at a ban or suspension will be our Terms of Service team, through an appeal with these steps.

From what you've mentioned here, it sounds like you've gone through that process multiple times already. If the ToS team has completed multiple reviews and declined to remove an account action, that is not something we'll be able to change here either.

While I'll do what I can to have that incorrect advice addressed on this end, you're also welcome to leave any feedback about a previous advisor in your case history page here.

Got banned for randomly being placed with cheaters. what do i do?

Hello, I’m filing a second appeal regarding the ban of my apex account for no reason, I’ll tell you the situation in more detail, I played apex on February 12 in a party with my friends, I didn’t insult anyone, I didn’t flame, I didn’t even use voice or text chat. I have never used any third-party programs that provide any advantage, much less various kinds of cheats. I received a block right during the game, without explanation, I also did not receive an email explaining the reason for the ban, and on the EA website, in my blocking history, the reason for the ban in the apex game is also not indicated. I have read EA's policies and all community rules, and I can confidently say that I did not violate any of them because I respect the company's policies. I ask you to reconsider your views regarding the blocking of my account, and I consider this ban to be as unfair as possible.

Hey @malvinoq, please be aware that you cannot file an appeal via the forums here.

If you'd like to appeal an account action, you will need to do so using these steps to have our Terms of Service team take another look. 

@girlslovea 

If you believe an action was taken on your account incorrectly, please create an appeal here so our Terms of Service team can review that situation for you, thanks!

@EA_Mako  My APEX account has been banned for 2 years! It's because my account was stolen by hackers. I have confirmed that it was done by hackers, but you still banned my account. Contacting customer service was also perfunctory, and now I can't find customer service! What is your attitude towards players? Do you think players are all idiots? I still think that banning your account is just a casual matter, but do you know how much effort a player puts into an account? I need a response! A satisfactory answer for me! It's not that your backend data detection is abnormal!