EA_Aljo

@Littlewhiskey11 

If you can't see your password anywhere, try resetting it instead.

Hi there, @jeranimo0 

I'm not aware of any issues with this. You should be receiving an heirloom with every 500 packs that are opened.

Hi there, @ablazestone264 

Do you happen to have any peripherals plugged in to the USB ports? A racing wheel, dongle, etc. If so, unplug those and try again. Let me know how it goes. Thanks!

Hello, @Demon_slayer002 

If you're sure you're resetting the password for the right account, please contact an advisor here. They should be able to help with this. THanks!

@Mizvchi 

Great! Hopefully, you're good for now. If you don't power cycle very often, it would be good to do to that more frequently. Especially if you start seeing changes in your connection in general. Slowness, lag, disconnects, etc. Let me know how it goes. Thanks!

@Mizvchi 

Even though you normally are fine over wireless, that can change at any time. That's just the nature of wireless as it's very susceptible to interference from other devices, walls, floors, etc. You also may just need to power cycle your equipment. To do that, unplug your modem/router. Also, shut down your PC. After 2 minutes plug in the modem and router. Let them come back online completely. Start up your PC and try playing again.

It would be good to check your router for a firmware update as well.

@Mizvchi 

Wireless is probably the issue then. Is the router too far for a wire? If so, as a test, can you try moving your PC close enough to use a wire? That would narrow this down to being on a wireless connection.

Also, are you using a 5G connection for your wireless? If you have WiFi 6, that will help. You can also try putting your PC on its own wireless channel, but none of these are going to be better than using a wire.

Hi there, @Mizvchi 

If you run a general speed/packet loss test, does it also show the packet loss? Are you playing on a wired or wireless connection? Thanks!

Hi there, @animeajith 

I had to remove your images due to showing personal account information. Make sure to never post this as it's a privacy issue.

As far as your issue goes though, this is something you'll need to contact an advisor about. I understand you've already talked to them, but we can't help with this over Answers HQ. To get in touch with them, please try contacting @EAHelp through Twitter or open a case with a live support advisor here: ...

@foeleon305 

Did you try what I suggested above? No EA games have been played on the account you're posting with so if that's the account your resetting the password for, and it's not your main account, that could be the reason for this.

@CoolDudeNike1 

Great! Thanks for the update. If you have any other issues, please reach out again. Have fun and good luck!

@reconzero 

We'll just go through some troubleshooting then. First, can you answer my previous question about your console possibly overheating?

@reconzero 

Thanks for those details. Have you tried any troubleshooting steps yet? If so, what did you attempt?

Hi there, @tomyrico893670 

Thanks for reaching out to us. Is your console possibly overheating? Make sure the vents are free of any debris and your console is in a well ventilated location. Also, do you have Apex installed on the internal hard drive or do you use an external one? 

Hi there, @CoolDudeNike1 

Thanks for reaching out to us. Try going in to your Xbox settings > Devices & connections > Accessories. Check if your controllers firmware is up to date. If that doesn't help, try deleting the personal saved data for Apex. Follow these steps to do this -

• Press the Guide button and then highlight the Ap[ex Legends tile.
• Hit the Menu button. It's the small one to the right of the Guide button with 3 horizontal lines on it.
• Next, go to Manage game and add-ons > Saved data. Delete the file with your gamertag on it.

There is the risk of losing offline saves and changes to settings you've made. Normally, those download from the cloud, but I can't guarantee this. Let me know what happens.

@ckpnc9mak2jf 

I know this issue is being worked on so it would be good to log in again to see if your rank has been restored. If you don't see it, give it some more time and try again. I just don't have any information on when this will be fixed.

@DipLoophole_YT 

You're very welcome. If you have any other issues, please reach out again.

Hi there, @DipLoophole_YT 

This is an issue we're currently investigating. Hopefully, we'll have it resolved soon. For now, it would be best to log in to the game every so often to see if your account has been restored. Thanks and apologies for the frustration.

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@shreckoncrack wrote:

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@EA_Aljo wrote:

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