Forum Discussion

michymoo98's avatar
michymoo98
5 years ago

Account Banned due to TOS break?

My account has been 'permanently banned' due to me apparently breaking the terms of sale or the terms of service, there is no details of the reasoning in the email. I have absolutely no idea how I have broken either of these terms, after reading them to double check, I don't know what has happened. All I do is play the Sims 4! No cheating, or online play anyway, so I can exactly harass people or anything like that. I have emailed the Customer Service, but I am very concerned that they wont do anything after looking at a lot of similar stories on here. Any advice? I have spent so much money on it buying almost all of the DLC's and I really don't want to loose all that. Am I just going to have to buy it all again?

I attached a picture of the email to show what I received. It's annoyingly unclear.

Why is there no warning before a ban?? If I had known something was going on I would have fixed it!

Any help would be really appreciated.

Thanks.

gameplay issue

3 Replies

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hey @michymoo98 you will need to speak to our Terms of Service team in relation to any ban.

    The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/

    1. Click Contact us at the top of any page on EA Help.
    2. Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
    3. Choose your platform.
    4. Select Manage my account, then Banned or suspended account.
    5. Fill out any other details below.
      • For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
    6. Click Select contact option.
    7. Sign in to your account that has the ban or suspension, if you aren’t already.

    Darko

  • michymoo98's avatar
    michymoo98
    5 years ago

    I did this last week, I haven't had a response yet, how long will it take? I have sent 2 emails so far, is there no way I can get a live chat with someone to get this done faster? Surely it doesn't take long to solve.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hey @michymoo98 I would not be able to give you a time frame for a response.

    The only team who can assist with issues such as this is our TOS team and they can only be reached by following the steps I shared above.

    The best thing to do is be patient and give the team time to fully investigate and respond.

    Darko

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