Forum Discussion

1 year ago

Why my Apex account has been reset

Can you help me. I didn't play for a long time but now I will come back to play this game, but my account has been reset everything.

EA_cuervo

Community Manager

1 year ago

Hey @ErdAoKeDAI & @supakorn246,

Can you please let me know the following details:

- Was your account reset to level 1?
- Before the account was reset, did you receive the Cross-progression prompt?

- When was the last time you played the game and saw your progress?

Jadiboots

1 year ago

Exact thing has happened to me reset to level 1 was told some other account was using my EA account in last played it on the 13th of July 2024 I was level 273 from recollection level 3 gold ranked

EA_cuervo
Community Manager
1 year ago
Hey @Jadiboots,

This seems to be a bit different as you mentioned some other account was using your EA account. Do you mean that another platform account was actually linked to your EA account? Do you remember if any accounts have been unlinked from your EA account? Also, on the 13th of July 2024, did you have your progress and content on that date?
- Jadiboots
  1 year ago
  @EA_cuervo I literally logged in and it said another account using EA account I then went off game and went on and told me to make a new account I never unlinked my account I have no other accounts. I've been battling EA customer support finding my account but they can't verify anything I give them it's like it doesn't exist. On the 13th of July I was a level 279 I think and level 3 gold ranked I have all evidence on my Xbox saying I've played for a total on 24days 20 hours if that's what you mean by progress its like the account has been completely deleted I can't find anything
  - EA_cuervo
    Community Manager
    1 year ago
    @Jadiboots Thanks for the clarification. This is a different issue from the others above. For those who had their account reset on April 2nd, we're able to help here on AHQ. But since what happened to you was different, you will need to try contacting EA Help Support again.