Forum Discussion

5 years ago

Solved

Windows Security Scan may have gotten me banned?

Hi,

So, the other day I got banned from Apex, for cheating apparently which I have never once done in any game as I think it takes away from the fun. The only thing I can think that caused it was I had gotten a virus that I removed earlier in the day and was at the time currently running a security scan to make sure I got all of it. Either the scan messed with some files for Origin/Apex and the anti cheat or maybe the virus injected some code into my system and that tripped it. I have tried going to "My Ban History" on EA and there's no bans listed (see: attachments).

I have gotten one email saying that there was a investigation and the correct course of action was taken, but again my ticket I submitted. Is still marked as "in progress" and there's no bans listed. I also have no gotten banned from any other game.

One more thing, when the ban hit, I was literally just running through an open field like 5 minutes after the only fight in that game.

EA_Mako
5 years ago
Hey @ADKSkylark,

Appeals are not available through any live chats or callbacks I'm afraid, no. Appeals are only handled by our ToS team and a chat or callback advisor would just send a case up to their queue for investigation.

Due to the investigation portion and that these are handled in the order in which they were received it's not something they're able to do live, sorry.

You're definitely welcome to resubmit your appeal and a different member of ToS will take a look again, but they won't be able to provide any specifics regarding the detection methods.

4 Replies

EA_Mako
Community Manager
5 years ago
Hey @ADKSkylark,

I'm afraid we're unable to review account actions like this on the forums.

Do note that the ban history page shows specific types of account actions, but won't display all in-game bans. Sorry for any confusion that caused.

If you've reached back out to our Terms of Service team with a new appeal after that initial reply, they will take another look over the account. It sounds like that's the case if you're now seeing a ticket in progress, so you would need to wait on a new reply to hear back from the ToS team about this one.
ADKSkylark
5 years ago
You wouldn't happen to know if there's a Live chat somewhere specifically for disputing bans? I look around on the EA Help page and there's no chat, just emails, for bans. I feel like if I could actually chat with someone rather than try and communicate over email/ticket I could get this over with faster.

Also Update: they say they investigate and took appropriate action but I guarantee that's false. Wish they'd tell me what actually trip'd the ban for them so I could check it out on my own system.
EA_Mako
Community Manager
5 years ago
Hey @ADKSkylark,

Appeals are not available through any live chats or callbacks I'm afraid, no. Appeals are only handled by our ToS team and a chat or callback advisor would just send a case up to their queue for investigation.

Due to the investigation portion and that these are handled in the order in which they were received it's not something they're able to do live, sorry.

You're definitely welcome to resubmit your appeal and a different member of ToS will take a look again, but they won't be able to provide any specifics regarding the detection methods.
ADKSkylark
5 years ago
Oh I can resubmit and maybe get another TOS member? Ok thats good, thanks.