EA_Mako

Hey @ads944,   If you no longer have access to the email address registered to the EA account, you'll want to reach out to our support team directly so they can help update those account details.   If you create a new case here and select Game Support > EA Account > I want to update my EA Account information or I need help logging in to my EA Account, you should be able to get in touch with the support team so they can take a l... Read more

Thanks for the update @LobazSeatCushion!

Thanks for the post @LobazSeatCushion,

We've passed this along to be checked into.

 

At the moment I'd make sure you've filed an appeal with the steps below as well, but if we get any other updates we'll be sure to share them!

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Hi @fengyeoxo,

If there were a breach in our systems, that would result in an announcement for the public. That was not the case.

I would suggest checking through the following information to make sure you're keeping your account details secure.

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Hi @fengyeoxo,

They may use templated responses to ensure the information being provided is consistent across similar cases, but at that point a situation has had multiple different members of the team confirm the activity that took place.

Unfortunately, if this has been reviewed multiple times to the point where our Terms of Service team has said further investigations won't be performed, that would be final.

Hey @fengyeoxo,

 

Just to confirm, if there's an account ban you'll want to create an appeal here so our Terms of Service team can review that situation again.

 

They would be best equipped to look into this further, rat...

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Hey @K9X_Anas,

 

Just to piggyback on the correct information @EA_Aljo has already provided, this is something you've created numerous threads about already.

 

I understand you disagree with the decision that was made, but this will not be changed here on the forums either. 

 

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Hey @simpledynamics,

 

If you're having any trouble with a code you've redeemed, it would be best to get in touch with the support team to see what other options they have to help out here. We are not able to discuss account details or make any changes here via the forums.

 

Depending on where the code was purchased, they made need ...

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Hey @luimusic,

 

If you don't have the option to unlink an account on your end, you'll need to get in touch with the support team so they can help out. Afraid we're not able to make any changes here on the forums.

  If you create a new case here and select Game Support > EA Account > I want to update my EA Account information, you should be able to get in touch with the support team so they can take a look. ... Read more

Hey @zxcvbnm3011,

 

This is a known issue. This heirloom is not currently purchasable until after the event. The server error will be removed shortly but you'll still be unable to purchase Raptor's Claw until after the event ends.

 

Sorry for any confusion!

Glad to hear that's now fixed @alawnianas, thanks for the update!

Thanks @alawnianas.

This shouldn't occur going forward, but some additional corrections may still need to be made for accounts already affected. That sounds like it may be the case here, once I have any further updates I'll let you know.

@HighPingAbuser 

Yes, there are many reasons you may be able to claim a code but cannot receive the coins. 

 

Please read the link I provided above.

 

For example, if you were given a code for a different region, while the code may appear to be claimed, you wouldn't be able to receive the coins. 

 

When you purchase codes from third parties, we cannot verify whether you're purchasing a code that's intended for your region, that wasn't previously used already, etc. This is why you'll need to speak with the retailer about a replacement or refund.

Hi @HighPingAbuser,

No, from the video we see that the code was claimed, but did not grant the coins because it was not a valid code.

@HighPingAbuser 

 

As we've discussed previously, if your code was not purchased from a trusted retailer, you'll need to speak with them regarding any issues with the code.

 

We cannot assist with codes purchased from other places. While you redeemed the code, it did not grant the coins because the code was invalid. 

 

There are many reasons a code may not grant ...

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@alawnianas 

 

Any third parties claiming to be able to remove a ban are simply scammers trying to take account information. The only team able to remove a ban is our Terms of Service team.

 

And no, as I said above, the appeals are manually reviewed up until a certain point. Once they've reviewed your situation multiple times and you start receiving the message stating "Please do not expect further responses on this matter.", your case can no longer be reviewed.

 

When they say not to expect further responses on the matter, they mean it. There are no additional reviews taking place at...

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Hey @alawnianas,

 

As I mentioned, they review each appeal manually up to a point.

 

After they've reviewed the same situation multiple times and have come to the conclusion that the action will stand, they will no longer perform additional reviews.

 

That is the point you're at now, which is why you're receiving those messages. Your situation has been reviewed by multiple members of the ToS team who have verified the action was taken correctly and is appropriate for this particular account based on prior history as well as what was said.

 

You're absolutely right that much of the time, off...

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Hi @alawnianas,

Our Terms of Service team is very much still active and will investigate appeals sent to them.

If they've reviewed a situation multiple times and declined to remove the penalty however, that would be final. At that point they would no longer review additional appeals.

Until that point all appeals are reviewed, they do not auto-reply. They may use templates in replies, but these cases are all reviewed manually.