EA_Mako

Hey @DEWEYCJ1234,

 

This sounds like your friend was prompted to link his account, and then linked it to a different EA account than the one that had all his progress.

 

Progress is stored on the EA account level, not individual platforms like Xbox. 

 

This would be why he's back to level 1 - it's no longer linked to the account that had that progress.

 

Your friend will need to get in touch with our support team to look into this further, as we cannot make any changes via the forums.

 

Your friend will need to ... Read more

Glad to hear those are showing up for you @FillBraga, thanks for the update!

Hey @FillBraga,

 

I do see that 4-pack you mentioned being purchased and opened shortly before your first post here.

 

Sorry the notifications didn't appear for the remaining two packs that were opened automatically, though the items did go to your collection fortunately. Here's what was received in those 4 packs.

 

Ballistic quip (Rare)

P2020 weapon skin (Rare)

Sticker pack (Epic, Event)

 

Peacekeeper weapon skin (Rare)

Nemesis weapon skin (Legendary)

Kraber weapon skin (Legendary, Event)

 

Volt weapon skin (Rare)

Nemesis weapon skin (Rare)

... Read more

Hey everyone,

 

We're aware of an issue where your other event packs are automatically opened if that pack opening interface is exited (whether intentionally or not).

 

The other items are still added to your collection however, so nothing is lost. 

I did take a quick look over everyone's recent pack purchases and openings here, and fortunately this is the same situation. I'm showing all purchased packs were opened and had their contents added to the account correctly, even though some seem to have been done in the background.

 

Apologies for the concern here, but you should be able to pull up your collection to take a look at the new additions as the actual pack contents have been added to the accounts correctly.

Hey @BoostrLongstrong,

 

Event packs will give normal items as well, but I did take a quick look to make sure nothing went missing here.

 

I do see the Blademaster pose you mentioned in the first pack. That pack also contained a Rare Fuse skin and Epic Character Frame (this was the event item).

 

From the other 3 packs you received:

 

Rare Pathfinder Pose

Paper Trail skin

Epic Character Frame (event)

 

Epic Mirage Holospray

Rare Nemesis skin 

Epic Holospray (event) 

 

Rare Pathfinder quip

Ash Banner

Legendary Spitfi...

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Hi @dikembe1990,

You don't need to resume a case if you've just created it.

That's just letting you know the option is there once you receive a reply, should you need to reopen it for any reason.

If you've just created the case, please keep an eye out for a reply from our support team, thanks!

Hey @dikembe1990,   Sorry to hear you've lost access to your account. If you haven't already, please be sure to go through as many of these security steps as possible just to help ensure this isn't a result of someone else gaining access to your account details.   After that you'll need to get in touch with our support team to help recover the account itself. As they'll... Read more

Hey @wildfiregaming,   Sorry to hear someone else had gotten into your account. If you haven't already, please be sure to go through as many of these security steps as possible to help get your account and system back into your contro... Read more

Glad to hear it @Egilityy!

Hey @Egilityy,

 

You just need to get in touch with our support team to verify some information before they can look into restoring the account at this point.

 

You didn't have the option to open a new case with the hacked steps before?

  Can you try to create a new case here and select Ga... Read more

Hey @Egilityy,

 

I'm showing we've sent out multiple emails within the past couple days to try and provide some additional information about this situation.

 

I would check to make sure your email provider has filters set up to allow incoming emails from @ea.com or @e.ea.com addresses.

 

You should also be able to check prior cases in your case history page here. 

 

Based on what was mentioned there, it looks like you'll need to contact the support team in this case rather than the Terms of Service team.

  I would ... Read more

Hey @Egilityy,

 

Sorry to hear you're not able to get back into your account currently.

 

We are unable to review or discuss any of your account details on the forums however, so you would need to reach back out to our Terms of Service team if you feel an action was placed on your account incorrectly.

 

It sounds like you may have already done this once, but you're welcome to create an additional appeal to have another member of the ToS team take another look at the situation for you.

 

...

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Hey @manally0dio,

 

This message would indicate that the EA account you're trying to link to already had a different Steam account linked in the past.

 

You would not be able to attach a different Steam account to an EA account that's already had another Steam linked previously, even if you've since unlinked that account.

 

In this case you would need to re-link the Steam account to its original EA account, as you wouldn't be able to attach it to the one in the image.

 

If you run into any trouble with that, please feel free to reach out to our support team so they can assist.

 

... Read more

Hey @jiysihuang,   The language this message was posted in is currently not supported on Answers HQ. At the moment you can get help here in the following languages:  

• English
• ...

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Hey @FiftyWind46714,

 

To clarify a bit further, after looking over the account it does seem @XHelperZ was spot on in this case.

 

From what I'm seeing here, your Xbox account was previously linked to a different EA account.

 

By unlinking it from that EA account, you've lost access to all the content you had earned there. As mentioned before, that progress is stored at the EA account level and would not t...

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Hey @CihanSerhat,

 

We are unable to make any changes to your account on the forums.

 

If you're unable to make any changes with the usual linking or ...

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Hey everyone, thanks for the continued patience.

 

I'm seeing the update is now available on PS5, so please give that a shot when you're next able to try.

 

If it doesn't pop up on its own, try hitting the options button on the Apex game tile and selecting Check for Update, which should pull that right up.

 

Let me know if you're still having any issues getting the update after that point!