I went through great lengths to recover my initially canceled email and retrieve my stolen account, only to find out that the game was banned. I followed the instructions to file a dispute on the webpage, thinking I would receive a reply. It wasn't until I discovered that the initial email was a 163 NetEase email, which couldn't send out the dispute, that I realized this issue. I was completely unaware of this, yet the webpage still showed that the request was received and asked me to wait, causing me to wait in vain for 20 days. Is there any way to contact EA to help appeal for the ban to be lifted? The original 163 account can't find customer service, while other accounts can find customer service but they can't help file a dispute. This is really frustrating. I've played Apex for 6000 hours, and it has been with me for so long. Now, because I took a year off due to studies and didn't play or notice in time, my account was stolen. Do I really have to leave Apex, which I love so much, forever?

@31bye For information about account locks, bans, and suspensions, (and where you can contact the EA TOS Team), click here.

The original 163 account can't find customer service

9 Replies

Midnight9746
Hero+
6 months ago
@31bye For information about account locks, bans, and suspensions, (and where you can contact the EA TOS Team), click here.
31bye
6 months ago
This is exactly the method I mentioned. It's the only method provided by the customer service. However, the initial email of my account is a 163 email, which has been blacklisted by EA, making it impossible to create a case or file a dispute. I can't use this method. Is there no other way to contact the EA TOS Team?
OldTreeCreeper
Hero+
6 months ago
@31bye

Unfortunately the EA staff who work here on AHQ cannot help you directly with account-related issues, such as hacks or bans, only the TOS team can help you, and there is only 1 way to contact them.

Have you tried changing the email associated with your account? Chat here:

https://help.ea.com/en/solutions/?product=apex-legends&topic=update-ea-account-email
31bye
6 months ago
Unfortunately, even changing the email won't work because it's judged based on the initial email, which prevents me from creating a case. I went through great difficulties to finally recover my email and received the verification code from EA to retrieve my account. I've exhausted all possible methods to help restore my account, but it seems that individual efforts are just too insignificant. I suspect that the large-scale leakage of 163 email accounts led to hackers stealing and selling accounts for cheating, resulting in bans. Therefore, EA uses artificial intelligence to identify and ban accounts, and has also separated the account unbanning business from human customer service. Only artificial intelligence technology can counter the large-scale gray market of cheats in China. I'm just a tiny victim in this situation. EA has completely abandoned players with 163 initial emails. That's why EA only provides one way to unban game bans that I can't use—this artificial intelligence identification. It's regrettable that I have to leave Apex, which I love so much. Perhaps God wants me to focus on my studies.
OldTreeCreeper
Hero+
6 months ago
@31bye

Afaik the ban system allows 3 appeals, and each appeal is handled with by a different individual.
31bye
6 months ago
Does the ban history show all records? I only see one ban record. If it only displays the most recent ban, then it's indeed possible that my account was banned and unbanned multiple times within a year. If that's the case, I'm really at a loss for words. My account has been completely ruined by those people.
Midnight9746
Hero+
6 months ago
@31bye All information about any of your account's ban(s) should be in an email that was sent out to you. (You may need to check your spam folder to find the email).

Alternatively, you can check your ban history here, (but sometimes a ban may not appear in the ban history).
31bye
5 months ago
Thank you for your reminder, but since the EA account was stolen due to the email being hacked, when I wanted to recover my account, I first needed to recover my email. When I accessed my email, there were no EA emails at all because it had been set to not accept emails from EA. Moreover, the email account had been canceled, which even prevented me from receiving EA’s verification code properly. It wasn’t until I created a new EA account with the email that I was able to receive the verification code email from EA. Despite having no experience with internet-related issues, I managed to recover my EA account by trial and error. I am proficient in computer network protocols, which means I understand email protocols, yet it still took me a great deal of effort to recover the account.
31bye
5 months ago
Since there is only one record, and I am unable to file a dispute through the webpage, I am wondering whether this is due to the initial email being a 163 email, or because my game account has been banned and appealed three times by the bad actors, which prevents me from filing a dispute normally?