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kwmsa's avatar
kwmsa
Seasoned Novice
7 months ago

After submitting the appeal, I can't find the appeal letter in my case.

 submitted my appeal, and it shows that the submission was successful, awaiting a response. However, I can't find the appeal I submitted in my case, and there has been no reply. The first appeal was ...
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ea help
EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
7 months ago

Hi kwmsa​, 

I'm not sure what might be happening there, and I'm sorry to hear the EA Help site's acting up for you. It might just need some troubleshooting to help things operate as intended again. Could you try the following steps, please: 

  • If you are on mobile, switch to PC to submit the ticket or vice versa
  • Clear the browsers cache and cookies, fully close all browser windows and then try again
  • Test it off of a different search engine (so if you're on Google Chrome, try Firefox to see if you can submit a ticket that way)
  • It's no harm trying a clean boot to see if you see the same issue after either:  https://help.ea.com/en-in/help/faq/how-to-clean-boot-your-pc/

 

Hopefully, that does the trick.

- EA_Lanna

  • kwmsa's avatar
    kwmsa
    Seasoned Novice
    7 months ago

    None of the methods above work. I even tried switching devices, but it still didn't work. I asked my friend to help me submit the appeal. He first used his computer to submit an appeal for his own account, which was successfully submitted and the appeal record was visible. Then, he logged into my account to submit my appeal. Although it showed that the appeal was successful, I still couldn't find the appeal record.

    • EA_Lanna's avatar
      EA_Lanna
      Icon for Community Manager rankCommunity Manager
      7 months ago

      Hi kwmsa​,

      Thanks for testing that out on your friend's computer. It sounds like it might be a bug with the account itself. I've seen this before. What helped to submit a case then was to open the EA Help site in incognito mode, and without logging into the EA account, start to fill out a help ticket. I'll outline the steps below:

      1. Open up an incognito tab in your browser.
      2. Click this link, I've prepped to go straight to the contact page: https://help.ea.com/en/solutions/?product=ea-app&topic=dispute-ban-suspension 
      3. Click 'Continue without signing in'.
      4. Under the heading 'Still need help', select 'Message Us'.
      5. Fill out the information required, and send the case.

       

      Hopefully, that will help your case send through.

      - EA_Lanna

      • kwmsa's avatar
        kwmsa
        Seasoned Novice
        7 months ago

        Alright, I'll try to send an email without logging in, hoping to receive a reply this time.

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