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SkyGoooo's avatar
SkyGoooo
New Novice
29 days ago
Solved

Ban Overturned – Entitlement / Sync Issue

Hello EA Community Team,

I’m posting here because my issue has not been resolved through normal EA Help channels, and I’m hoping a Community Manager can help escalate this to the appropriate backend team.

During the Winter Wildcard Promo, my account was wrongly banned (same issue that affected multiple EA FC players at that time).
The ban was officially overturned on December 24th under Case #232903947.

However, my access to the game has never been restored.

Following advice from an EA Live Chat advisor, I submitted a second appeal two weeks ago:

  • Case #233305093

Despite this, when I launch the game it still says my account is banned.

Additional details that may help diagnose the issue:

  • Over 48 hours ago, I received automated EA emails stating “Your EA Login Verification is OFF” (twice).
  • After that, I changed my password to trigger a security refresh.
  • This did not restore access.

Importantly:

  • My Penalty History page shows NO active penalties or bans.
  • This strongly suggests the issue is not enforcement-related, but rather a sync / entitlement issue after the ban removal.

I respectfully ask if a Community Manager can:

  • Review this case, and
  • Escalate it to the Studio / Entitlement / Account Backend team to restore my EA FC access.

I’m happy to provide screenshots (Penalty History, in-game ban message, emails) if needed.

Thank you for your time and help.

ea help
login issue
  • EA_Mako's avatar
    EA_Mako
    29 days ago

    Hey SkyGoooo​,

    The penalty history page will typically show certain types of actions affecting the entire account, so individual game actions may not always show up there, sorry for any confusion.

    As you've received confirmation from the ToS team that this ban was removed, if there was an issue with removing said ban they'd definitely be the best ones to look back into this. For any issues regarding the state of the account itself, support would need to take a look and see what else may be going on.

    I'm afraid that's not something we can flag or escalate for you via the forums, as you're already talking to the relevant teams here. For this, it would be best to get back in touch with the support team as they're the ones able to investigate any ongoing issues with your account.

    If you haven't already, I'd definitely suggest resuming or creating a new case separate from that current open appeal since this appears to be a slightly different situation at this point.

5 Replies

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    29 days ago

    Hey SkyGoooo​,

    Sorry to hear you're still having trouble getting back in-game even after that successful appeal. If the penalty was not correctly removed from the account, it would be best to get back in touch with support so they can take another look at this with you. I'm afraid we are not able to review these on the forums, so in this case it'd be best to get back in touch with the team able to make those changes.

    You should be able to resume a case from your case history page here or start a new case with the information you've outlined in this thread to have the team take another look at this. 

  • SkyGoooo's avatar
    SkyGoooo
    New Novice
    29 days ago

    Hey ​ EA_Mako​ ,

    Thanks for the response and clarification.

    Just to clarify, there is already an active appeal case open for this exact issue: Case #233305093, which was submitted over two weeks ago following guidance from an EA Live Chat advisor. Unfortunately, there has been no progress or resolution on that case so far.

    The original ban was formally overturned by the Terms of Service team under Case #232903947, and I received a confirmation email notifying me that the ban had been removed. In addition, my Penalty History currently shows no active penalties or bans.

    Despite this, the in-game client still reports the account as banned, which strongly suggests an entitlement / account sync issue following the ban removal, rather than an enforcement review issue.

    I understand that enforcement reviews can’t be handled on the forums; however, I wanted to highlight that this appears to be a technical account state issue after a confirmed ban reversal, not a new appeal request.

    If possible, could this be flagged internally as an account entitlement refresh issue following a reversed ban? I’m happy to attach the TOS confirmation email or provide screenshots and account details via DM if needed.

    Thanks again for your time and assistance.

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    29 days ago

    Hey SkyGoooo​,

    The penalty history page will typically show certain types of actions affecting the entire account, so individual game actions may not always show up there, sorry for any confusion.

    As you've received confirmation from the ToS team that this ban was removed, if there was an issue with removing said ban they'd definitely be the best ones to look back into this. For any issues regarding the state of the account itself, support would need to take a look and see what else may be going on.

    I'm afraid that's not something we can flag or escalate for you via the forums, as you're already talking to the relevant teams here. For this, it would be best to get back in touch with the support team as they're the ones able to investigate any ongoing issues with your account.

    If you haven't already, I'd definitely suggest resuming or creating a new case separate from that current open appeal since this appears to be a slightly different situation at this point.

  • SkyGoooo's avatar
    SkyGoooo
    New Novice
    28 days ago

    Dear EA_Mako​ ,

    I did exactly what you advised me to do and they sent me back to HQ forums and the EA help. EA help advisors told me to open a new case (same as you advised).. you most probably understand where this is going - opening a new case sends me back to EA Help and HQ forums, feels like an infinite loop without an actual solution.  

    Bellow you will find the answer from the new case i was advised to open, i would like to point out that there is no resolution in case#233305093, the other case/appeal is simply frozen/stuck for over 2 weeks and nobody is willing to do anything, no replies from anyone and no resolution. 

     

    Here is what they had to say  "After checking your contact history, I see that we have already provided resolution for this same issue on another case#233305093, so closing this case as duplicate.

    Should you have any further questions regarding this or any other issues, please do not hesitate to let us know. You can also find answers to common questions on our Help Center at "http://help.ea.com" or ask our community experts by visiting Answer HQ at “http://answers.ea.com".

    Thank you once again for contacting EA Help." 

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    28 days ago

    Hey SkyGoooo​,

    I can definitely understand you're looking for alternate channels or methods to have this looked into further as you're not having the best results so far. Completely reasonable, but in this case if you're still running into an issue, you'll need to continue working with the support team. 

    You can resume a case from your case history page to have another advisor take a look if the issue was not resolved, but that's not something we're able to facilitate or change via the forums, sorry.

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