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m0sch's avatar
m0sch
Seasoned Newcomer
14 hours ago

account hacked then banned

hi all

I haven't played in a few days as was away for football, then today at about 3pm I noticed a 2fa email for my ea account at 13:50 but was in a work meeting so didn't act on it 

then around 5pm I get a email to say my account is banned for coin transfer so I quickly logged on the webapp and all my coins have gone 

I immediately  changed password and raised a case, I also took a screenshot as there was a special mctominay card left as sold for 110k in the transfer pile that I had never owned before

managed to speak to ea chat who cannot help until I appeal the ban - tried explaining the ban is due to the unauthorised access but didn't want to listen or help , just kept saying come back after the appeal decision - crap service imo 

now have been told its up to 10 days until I hear back on the appeal and then after that I need to log another case to get the stolen coins (3m) back 

having spent quite alot on the game (points) I'm hoping other people are going to now tell me that they had a good experience with EA and it will all be sorted, but having to wait 10 days + for an appeal isnt the best start ?

anyone else expeirenced this and any tips please ? 

packs

1 Reply

  • EA_Salmon's avatar
    EA_Salmon
    Icon for Community Manager rankCommunity Manager
    8 hours ago

    Hi m0sch​,

    Thanks for reaching out and explaining what happened.

    I'm sorry to hear about the unauthorized activity on your account and the missing coins. I understand how frustrating it must be to receive a ban on top of that, especially when you've already contacted our support team.

    You've taken the right steps by changing your password, gathering screenshots, and submitting an appeal.

    Since you've already submitted your appeal, I'd recommend allowing our Terms of Service (ToS) team some time to review your case. Review times can vary, so please keep an eye on your email and My Cases for updates.

    In the meantime, I'd also recommend following the steps in our Hacked Account Recovery Guide to make sure your account is fully secured.

    Unfortunately, we're unable to review or overturn bans or restore missing coins from the forum side. Once you've received a decision on your appeal, you can follow up with our support team regarding the missing coins and the unauthorized activity.

    I understand that waiting isn't ideal, especially under these circumstances. Thanks for your patience, and I hope you receive an update soon!

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