Forum Discussion

alex1inferno's avatar
5 years ago

Unique Banned Account Situation - Cannot Submit Case - Guidance Requested

Hi, EA Support Team.

Hope everyone is doing well & staying healthy.

I am unfortunately unable to create a submission through EA Support to look into my case.

I reached out to a Respawn senior developer directly through Twitter (whose name I am happy to provide but will keep anonymous as I do not have her permission to share but can do so privately), who was able to confirm with the Apex or EA teams (I am unsure) that my account was hacked and then given to someone else.

As such, my account has been banned from playing Apex Legends. It is almost certainly due to the fact that I did not set-up two-factor authentication for my account, as I no longer have access to the email address associated with the account ([edit: email address removed] - I have since graduated and this was my school email). For this same reason, I cannot submit a case through EA support to restore my account, or change the email address/password associated with my EA account to ensure that it will not be hacked again by the same individual/entity.

I am more than happy to wait & go through the entire EA support process for as long as it takes to get my account restored, but if I cannot submit a claim, that is impossible, and if I cannot protect my account (and set up 2FA), I am terrified I will lose permanent access to the account. As of now, I can still log in.

I have over 1,000 hours in Apex Legends, and have spent $100s on my girl Lifeline. This is my favorite game of all time. I am extremely confused, upset, distraught, and disappointed.

If anyone on the EA team can help me with this complex issue, please do let me know.

Thank you so much for your time and help.

Best,

Alex

Origin: alex1inferno

Email (Origin): [edit: email address removed]

Email (Actual): [edit: email address removed]

3 Replies

  • sorry to hear , but you wasted your time wording that so nicely brother .. these guys dont give a single *. 2 weeks now nearly with multiple cases made and still no word back! ive tried everything and tbh i have just given up  at this stage 

  • That is quite upsetting to hear. I have so much money, time, and love in this game. I would do anything to get everything back.

  • Zeelmaekers's avatar
    Zeelmaekers
    Hero+
    5 years ago

    Hey @alex1inferno 

    Sorry to hear your account got hijacked.
    Let's get make sure you get your account secure again.
    First, create another account and contact an EA advisor.
    Click here to contact an EA advisor 

    Then select Apex Legends., Click on PC then Manage My Account and as the last option Restore account.
    Select the contact option you prefer.
    Support will have to check some things and you need to provide some information to make sure you are the account owner and they will make sure you have access to your account again.

    After you have access to your account again, add some security features.
    This can be done when you have contact with the EA Advisor or alone by using this link:
    How to help manage your EA Account security and safety 

    Once that is done, you can contact the Terms of Service team.
    They will look into your account and recheck if the ban was applied unfairly.
    This can also be done with the EA Advisor or on your own.

    More information about appealing the ban can be found here:

    How to get more information about my ban or suspension 

    These are the steps you best take to have the highest chance to get your account back. 
    Best of luck and stay safe. 🙂