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Happiy2002's avatar
Happiy2002
2 years ago
Solved

It Takes Two Friend's Pass Banned

I'm in a really baffling situation here and could truly use some advice or guidance from anyone who might have experienced something similar. Up until recently, I've never played any game published by EA, nor have I owned one. However, my friend has It Takes Two, and we were excited to play it together using the Friend's Pass on Steam, a feature that seemingly allows two people to play together even if only one owns the game.


Here's where things started getting strange: After downloading It Takes Two, the game prompted me to create an EA account to proceed. I obliged and set one up without any issues, or so I thought. The next time I tried to log in, I was greeted with a message informing me that my account has been banned. Confused, I checked for a reason behind the ban, only to find that the ban reason field was blank - no explanation whatsoever.


I attempted to dispute the ban, hoping for some clarification or at least a review of what happened, but my appeal was outright rejected, again without any comments or reasons given. Having never played an EA game or engaged in any activities that could possibly breach their policies (especially since creating the account was directly tied to launching It Takes Two through Steam's Friend's Pass), I'm at a loss for what could've triggered this.


Has anyone here gone through something similar? Could there be a reason behind this that I'm not seeing? It's especially frustrating because the promise of being able to play It Takes Two with just one copy was a major draw for us, and now, not only am I unjustly banned for reasons unknown, but I can't even unlink my EA account from my Steam account to attempt any sort of workaround.


Any advice, insight, or recommendations on possible next steps would be greatly appreciated. I'm just trying to understand this situation better and ideally find a way to play a game I was genuinely looking forward to experiencing with a friend.

Thanks in advance for your help!

  • EA_Illium's avatar
    EA_Illium
    2 years ago

    Hi @Happiy2002 

    Thanks for sharing further information on what your running into. To confirm we are unable to assist with TOS actions here on the Answers HQ forums, which is why we ask you to use the form to reach out to our TOS team. 

    It seems like we might be running into two seperate issues, one where you have outdated account information and two where you have an action applied to your account. 

    For the first, you can try the steps suggested here: I can't access my email address to see if you can access the account and make changes. 

    • If not you will need to speak with our advisors to verify your account and get assistance updating your EA account information. How to use EA Help

    After that is done you can attempt to appeal with our TOS team again, however if they decline removing any sanctions applied to your account we would not have an additional method for you to remove the ban. 

     

    Cheers!

     

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  • EA_Illium's avatar
    EA_Illium
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    2 years ago

    Hi @Happiy2002 

     

    We are unable to assist with Bans/Kicks here on the Answers HQ forums. You will want to fill out this online forum to reach out to our TOS team for further assistance.  

      

    If you have already reached out to our TOS team keep an eye on your EA account email for any communications. Please note, that not all bans will appear in your account's Ban History.

     

    If you are looking for more information on bans with your EA account check out our help articles below:

    Cheers!

     

     

     

  • Happiy2002's avatar
    Happiy2002
    2 years ago
    @EA_Illium I appreciate the response, suggesting that I fill out the online form to reach out to the TOS team for further assistance. Sadly, I've completed that form twice now, and on both occasions, my appeal was promptly marked as "declined" with no further explanation or comments provided. To complicate matters, I no longer have access to the email tied to the EA account in question, which undoubtedly hampers communication but shouldn't outright block any and all paths to resolution. I'd love it if there was a way to get some kind of human to give it a second to look into the situation and not just mainly no comment at all or a broken auto-response.

    I'm at a crossroads here, feeling both frustrated and helpless. The inability to even receive a single piece of constructive feedback or an explanation leaves me wondering about my next steps. Moreover, the last two links provided for additional information on bans and account suspensions are no longer valid and simply redirect. Is all of this representative for EA?

    Given these complications, particularly the email access issue and the non-functional links, does this situation effectively bar me from purchasing or playing EA games in the future, especially since I'm unable to unlink my current account which seems to be caught in this limbo? Is there a way for someone in a higher-tier support role to escalate this issue and actually look into it? The lack of transparency and communication here is disheartening, and all I'm seeking is a fair review or at the very least, an explanation of what's happened.

    I feel unjustly punished without cause or recourse. Any advice on how to proceed, especially from those who might have faced similar experiences or have insights into navigating EA's support structure, would be incredibly appreciated.

    Thank you all for your time and any assistance you can offer.
  • EA_Illium's avatar
    EA_Illium
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    2 years ago

    Hi @Happiy2002 

    Thanks for sharing further information on what your running into. To confirm we are unable to assist with TOS actions here on the Answers HQ forums, which is why we ask you to use the form to reach out to our TOS team. 

    It seems like we might be running into two seperate issues, one where you have outdated account information and two where you have an action applied to your account. 

    For the first, you can try the steps suggested here: I can't access my email address to see if you can access the account and make changes. 

    • If not you will need to speak with our advisors to verify your account and get assistance updating your EA account information. How to use EA Help

    After that is done you can attempt to appeal with our TOS team again, however if they decline removing any sanctions applied to your account we would not have an additional method for you to remove the ban. 

     

    Cheers!

     

  • Happiy2002's avatar
    Happiy2002
    2 years ago

    Thank you for your guidance, but I feel we're circling an important issue without landing on a viable solution. Directly addressing the two points you've mentioned:


    Firstly, about updating the account information. I understand the suggestion to attempt to recover or update my email information. However, the fundamental issue here isn't just about accessing an old email; it's about an account that was practically banned out of the gate without any discernible reason or recourse. While I appreciate the link to general advice on updating account details, my situation requires more than just access to an outdated email. It demands a review or at least a basic explanation of the ban, something which seems oddly absent from this process.


    Secondly, the action applied to the acocunt. Here lies the crux of not just my frustration but my confusion. The instant ban upon account creation, prior to any interaction with EA's ecosystem, is bewildering. I understand your position regarding the inability to discuss TOS actions here, but the path you've outlined (appealing to a TOS team that appears unresponsive to appeals submitted through the recommended form) leaves me (and presumably others in similar predicaments) without any visible recourse. Reiterating the point of re-appealing post email recovery assumes the TOS team responses, which, based on recent experience, is in question.


    Your advice, while conventional, doesn't address the specificity of my problem: A ban applied without activity or reason, an unresponsive TOS team, and now, a broken service process which results in a service loop of filing another appeal simply to go unanswered.


    I must also express disappointment in not addressing my concerns about future EA game access and the issue of unlinking my account from Steam, which are critical. If the current routes are exhausted, is there an escalation process, or perhaps a higher-tier support or department that can review such unique cases? Additionally, the non-functional links suggested for further information do nothing to foster trust or clarity in this process.


    Is it truly EA's stance that customers in such situations are left with no recourse or transparent communication path? If so, this is deeply concerning not just for my case but for the wider userbase's trust in EA's support structures and, by extension, its products.


    I'm seeking a direct and actionable response that addresses these points clearly.


    Thank you for your time.

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