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poguoss's avatar
poguoss
Seasoned Newcomer
5 months ago
Solved

Submit an Appeal option is bugged there is no Email us Option anymore.

Hi. So my EA was stolen and banned. I verified ownership and got my account back. I was informed by the EA live agent that i need to submit an Appeal by going on  https://help.ea.com/en/customer-ca...
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  • EA_mplsnow's avatar
    EA_mplsnow
    5 months ago

    Hey poguoss​, 

    If you're not seeing the ban in your penalty history or the email option after submitting that web form, please check your connected accounts and order history to confirm you're on the correct account. You'll only have the option to appeal if you're signed in to the account that has an active account action.

    Once you've signed in to the correct account, if you're still not seeing anything in the Penalty History tool and the email option is missing, please reach out to live support and ask them to help you create a case. 

    Let us know how it goes, thanks! 

AlphaReignLegend's avatar
AlphaReignLegend
Seasoned Newcomer
9 days ago

I am experiencing the same issue. EA Security reviewed my account after I obtained new account-compromise evidence, acknowledged suspicious activity, secured/restored the account, and instructed me to use Connect Flow > Submit an appeal so the new evidence could be reviewed by TOS.

I have followed the webform multiple times. After clicking Submit, I am taken to EA Help support options, but the only option shown is Penalty History. The Email us option never appears, so I cannot complete the submission.

I reproduced this using different browsers and tested both PC and PS5 as the platform. I also contacted EA Live Support as recommended, but the advisor told me they cannot create a TOS case.

I now have new account-compromise evidence that EA Security specifically directed me to submit, but there appears to be no working route to send it to TOS.

Could an EA Community Manager please advise how I can get the case created when Email us is missing and Live Support cannot create the TOS case?

EA_mplsnow's avatar
EA_mplsnow
Icon for Community Manager rankCommunity Manager
5 days ago

Hey AlphaReignLegend​, 

Glad to hear that you were able to recover the account! 

Just to confirm, is the option to appeal through your Penalty History not available? That would be the typical route, per our steps to create an appeal.

If not, it might be worth trying to access the platform while using a different network, be it a mobile hotspot or at another location, on an incognito or private window, and continuing as a guest to see if additional options appear then. 

  • AlphaReignLegend's avatar
    AlphaReignLegend
    Seasoned Newcomer
    4 days ago

    Hi EA_mplsnow​

    Thank you for following up.

    To confirm, no, the option to appeal through my Penalty History is not available.

    My Penalty History continues to show "Your appeal is pending", even though my previous appeal cases were already completed/closed and I received the decision emails.

    I have already tried the alternative troubleshooting methods, including different browsers and devices, incognito/private mode, continuing as a guest, mobile, PC, and a different network. The result is always the same: I am directed back to Penalty History and no "Email us" or new appeal option appears.

    There is now an important additional development.

    Following EA's Data Access process, EA provided me with the Apex Legends anti-cheat session data associated with my sanction. When I compared this with my earlier EA Account Data, EA's own records showed a direct correlation between the unauthorized Hong Kong/China account access and the Apex anti-cheat sessions surrounding the sanction.

    At the exact anti-cheat ban timestamp on July 28, two anti-cheat sessions were active from an IP that EA's separate Account Data identifies as Hong Kong. EA Security had also previously reviewed my account, identified suspicious activity, and helped secure/recover it.

    I want to be completely clear: I did not perform, participate in, or authorize the prohibited gameplay. My account was compromised and used without my authorization.

    This EA-generated evidence was obtained only after my previous appeals were completed, so it was never available for consideration during those reviews.

    My problem now is that I have significant new EA-generated evidence but no functioning appeal route through which I can submit it.

    Could you please help escalate the stuck "Your appeal is pending" status or the missing appeal/contact option so that I can submit this new evidence to the appropriate TOS/moderation team?

    Thank you for your help.

    • EA_mplsnow's avatar
      EA_mplsnow
      Icon for Community Manager rankCommunity Manager
      4 days ago

      AlphaReignLegend​ Appreciate the detailed information, and thanks for the update on the earlier steps. 

      Can you elaborate a bit on what you mean by 'Your appeal is pending'? Are you seeing a pending appeal in your case history page? If so, you'll likely need to wait until the review of that appeal is complete before being able to submit another one. 

      • AlphaReignLegend's avatar
        AlphaReignLegend
        Seasoned Newcomer
        3 days ago

        Hi EA_mplsnow​ ,

        Thank you. I think this is the key issue.

        There is not an appeal currently being reviewed.

        My previous appeal was already completed and closed, and I received EA's decision email. However, Penalty History still shows "Your appeal is pending."

        The previous appeal is complete.

        The case in My Cases is closed.

        I received the decision email.

        Penalty History still shows pending.

        There is no Appeal option available.

        The alternative Submit an Appeal flow does not provide the Email us option.

        This is important because after my previous appeals were completed, EA provided me with new Apex session data. EA's own records correlate the unauthorized Hong Kong/China account access with the Apex anti-cheat sessions surrounding the sanction.

        EA Security had also previously reviewed my account, identified suspicious activity, and helped secure the account.

        I did not perform, participate in, or authorize the prohibited gameplay. My account was compromised and used without my authorization.

        Could you please help investigate or clear the incorrect pending status, or escalate this so I can submit the new evidence to the appropriate TOS/moderation team?

        Thank you.

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