EA_Mako

Hey @Rectlyy,

 

In this case you'd still need to reach out to our Terms of Service team to have them take a look at this further.

 

If you haven't already done so, you can appeal through the steps over on this page to get started with that process. 

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@Mortaug27

Just to be clear, this is not guesswork on the part of our ToS team. Our team is able to see what triggered a ban, though I'm afraid that's not information they're able to provide as it can help individuals that try to get around our detection methods.

As a result we wouldn't be able to share any specific program names, though actions of this nature would be due to a violation of the Rules of Conduct which can be found here: ... Read more

Hey @Mortaug27,

 

While I can understand you disagree with the results of those investigations, you have not been receiving automated responses.

 

Each of your appeals was reviewed by a different member of our Terms of Service team, who independently went through our records to verify the action that was taken.

 

While certain replies may use a template, all these investigations were carried out manually by our ToS team. You'll see some standardized replies to ensure that the communications are consistent for those that find themselves in a specific situation, but that's not at all indicative that the sit...

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Hey @Nortansz,

 

There were some issues connecting to the game following today's patch, but those should be cleared up at this point.

 

Please give that another try when you get a chance and let us know if things have changed, thanks for the patience!

Hey @Nortansz,

 

There were some issues connecting to the game following today's patch, but those should be cleared up at this point.

 

Please give that another try when you get a chance and let us know if things have changed, thanks for the patience!

Hey @IamDadKing,

 

I'm afraid we wouldn't be able to provide any specific confirmation on what programs would trigger a ban in Apex, however our Terms of Service team does review that information when investigating an appeal.

 

You're welcome to submit an addi...

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Hey @XSETLaden,

 

This is something that was most recently updated last month with the Emergence launch AMA on Reddit. You can see the reply chain here for the full context, but I've quoted the most recent update below as well! 

 

 

---

Next year.

...

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Hey @SmirkingViper,

 

If the game isn't able to verify the Easy Anti-Cheat service, it may help to repair or reinstall EAC itself.

 

You can find some instructions to do that over on their website here:

https://www.easy.ac/en-us...

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Hey @CleverThough,

 

Sorry to hear about the trouble you've run into getting this investigated again. 

 

While we're not able to look into this directly on the forums, we definitely want to have that system available for players to have account actions reviewed if there was any concern that the action wasn't applied directly.

 

Just taking a look through the cases you've created recently, it looks like the case flip-flopping you mentioned here was because our advisors were trying to verify this account and see where the ban took place, as it appears you were contacting support from a completely separate account. They'd need to be able to verify which account you were having trouble with to look into this further.

 

If you'd l...

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Thanks for the post @98929873!

 

This is actually not a bug, but an intended change to Lifeline back at the beginning of the Legacy Update.

 

I've included the relevant part of the patch notes below, but you can see the full list here if you'd like! 

 

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@BankiAttis
You're quite welcome, thanks for following up! Enjoy the game!

Hey @BankiAttis,

 

If you have the product key handy, you should be able to claim that with the steps outlined here:

https://help.ea.com/en/help/faq/redeem-product-and-promotional-codes/ 

 

That will register the game to your account, and from there you'll be ab...

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Hey @EDUTzZz,

 

I'm still not showing any cases created for this account. Are you creating those with the same account you're using to post on the forums?

 

You can also try reaching out to an advisor directly. While they cannot review an account ban in a chat or over the phone, they should be able to help get it to the ToS team as well. 

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Hey @YSophieT,

 

This is not something we're able to investigate via the forums. Please be sure to submit an appeal with the Terms of Service team with these steps:

https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/ 

 

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Hey @SLYR_Komedy,

 

If you've created an appeal using the steps below, our Terms of Service team will absolutely take a look at this for you.

 

https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/ 

 

They do review every appeal, so if you haven't yet heard back please keep an eye on your email. We don't have a specific timeframe for you, but that ...

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Hey @monkey5240,

 

Unfortunately I'm not seeing any appeals submitted from this account.

 

If you can go through the steps below to create another one, our Terms of Service team can absolutely take a look for you. 

 

https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/ 

 

We're not able to provide any information about that on the fo...

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Hey @Princersnk,

 

Using other buttons on your mouse should not be a problem, provided you haven't mapped any macros to them. As long as each button press is resulting in only one action in-game, that's typically going to be fine.

 

You should have received an email with a bit more information about any account actions that have been taken, so I would check through your spam/junk/trash folders to see if it may have been filtered there.

 

Aside from that you can appeal any actions using the information linked below, as that's not something we're able to review on the forums.

 

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