Someone Used My Apex Account; EA Support Says No Suspicious Activity

Hello,

I logged into my Origin account last night to play some Apex Legends when I saw that my latest match summary showed that I had played a game 1h 45 minutes ago. I was most definitely not online then as I was outside my house. I immediately got into a live chat with EA Support who helped me confirm that my account was not compromised.

I have Two-Factor Auth turned on, a mobile number linked, and have a unique password that I don't use anywhere. My email address is also secure (I saw that the only devices linked were mine on EA and my email address). I'm puzzled - if it wasn't me playing, was this a visual bug or has EA been hacked? Using my EA Data Download, I saw that there had been several failed attempts to login to my account, but the only successful ones were from my PC.

I've seen my friends get hacked and their accounts used by hackers from China who got them banned. I would want to prevent such a thing happening to me.

EA_Mako
4 years ago
Hey @Zalar01HU,

If you're relying on the account ban history page to say that you're not suspended, do keep in mind that it notes there are certain bans or suspensions that do not appear on that page.

If you're seeing a banned message in-game, there is indeed an account action not showing up on that page.

I'd definitely suggest going through these security steps to make sure no one else may have access to the account, and reaching out to an advisor so they can help re-secure the account as well.

An advisor should be able to help appeal that ban with our Terms of Service team afterwards, or you can create the appeal yourself if you've already taken steps to re-secure the account.

The ToS team will review the action preventing you from playing and will reach back out via email as soon as that investigation is complete.

12 Replies

GiddyGoons
5 years ago
I'm surprised to see this considering you have security enabled. Is there evidence of hacking on your account? My account was hacked and permanently banned two days ago. I logged in yesterday and saw on my club timeline, Chinese aimbot wins on ranked. They spent all my apex coins. I sent the evidence to customer support and they refuse to reimburse my lost coins because they didn't detect a suspicious login. I didn't even get an email about being banned so it's a good thing I checked.
harukied
5 years ago
@GiddyGoons There seems to be no evidence, but they spent 100 coins and changed a few skins for some reason. I haven't been banned yet either. I think customer support does not reimburse coins but if you can get the attention of someone at Respawn, they might be able to help.

In my case, customer support didn't detect any suspicious activity either but that doesn't make much sense now does it? I hope you get your account back soon.
GiddyGoons
5 years ago
Hi I checked my EA account data and they were right, the hacker's login wasn't picked up. The only logins on record are the ones I made yesterday and today. So there must be a problem with their system, because it doesn't pick up any logins to play on Steam. I played via Steam on Monday and there are no login logs before yesterday. And no, my Steam account wasn't compromised, because it requires app authenticator to log in.
HeyNameDoesntFi
5 years ago
@GiddyGoons it seems EA accounts are being easily hacked and EA can't do anything about it.
Redangelguts
4 years ago
@HeyNameDoesntFi its a data breach and they arent admitting it, my passwords are solid, make sure your EA passwords arent the same as other more reputable sites
Zalar01HU
4 years ago
@harukied Hi I just redownloaded the game yesterday, and when I tried to start a match it said that my account was banned. Now I haven't played Apex in more like a year. I had much higher lvl than I remeber leaving the game with, I had a lot of tokens, and well I have been banned. The ea support "Is my account suspended" said that in fact I was not suspended. I haven't got any notification of unusual login, so i don't know what happend. Is this the good old buy and sell hacked accounts?
EA_Mako
Community Manager
4 years ago
Hey @Zalar01HU,

If you're relying on the account ban history page to say that you're not suspended, do keep in mind that it notes there are certain bans or suspensions that do not appear on that page.

If you're seeing a banned message in-game, there is indeed an account action not showing up on that page.

I'd definitely suggest going through these security steps to make sure no one else may have access to the account, and reaching out to an advisor so they can help re-secure the account as well.

An advisor should be able to help appeal that ban with our Terms of Service team afterwards, or you can create the appeal yourself if you've already taken steps to re-secure the account.

The ToS team will review the action preventing you from playing and will reach back out via email as soon as that investigation is complete.
Zalar01HU
4 years ago
@EA_Mako Heya, I am unbanned now. Thanks for the reply.
EA_Mako
Community Manager
4 years ago
Glad to hear it @Zalar01HU, thanks for dropping by to give an update! 🙌
Deranged_FX
4 years ago
Hi mako, I have had someone play on my account yesterday 18hrs ago i played no apex matches at all yesterday, beginning december noticed all my skins changed i know because certain legends i have kept skins on and wraith skin that never play was changed i updated a my security details before yesterday because i noticed the legend skin changes etc. i playing through my steam account since EA made it a option. How are they getting on apex legends account?