EA_Mako

Hey @SilverSerfer7706,

 

Are you able to resume your case or add an additional reply from your case history page here? 

 

It looks like the team had sent out some general information that can help in similar situations and had just asked to let them know if that didn't solve things, which is why it's waiting on you for a follow-up if needed.

 

As far as missing Apex progress, keep in mind that progress is stored on the EA account level, not on individual platforms like PlayStation, Xbox, Steam, etc. This means if you link your platform to a different EA account, y...

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Hi @66kcal, this should be all set to check again on your end.

Next time you're able to log into Apex, please take another look and let me know if you're still missing content.

Just a reminder that this will essentially put your account back to its state directly before that issue on April 2nd, so if you've played since then that progress would be lost, however you should be seeing everything else show back up.

Let me know how that looks once you're able, thanks! ... Read more

Hey @66kcal,

 

It looks like your account was affected by an issue at the time, but hadn't received the later fix we pushed out.

 

I've sent you a DM here on AHQ to confirm some information so we can try that fix. Please check your inbox in the top-right corner and get back to me there when you're able, thanks!

Hey @Unilean,

 

If it's been 4 days and those coins still haven't appeared on the account, please contact our support directly so they can help get those added. We're unable to make changes to your account like this via the forums.

 

Please be sure you have these screenshots...

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Hi @MackSkill08,

The quickTofu gamertag appears to be the one with the progress, including level 400+ and Battle Passes through season 6 as well as logins a couple years more recent than the other Xbox account.

Hey @MackSkill08,

 

Just looking over the account here, there may be a bit of confusion about when this all took place so I did want to clarify a bit more.

 

The level cap was raised from 100 to 500 back on December 3rd, 2019. ...

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Hey @mrpanda2103,

 

If an account was swapped out during an account hack that you've since resolved, our support team would need to help get the correct accounts re-linked. Afraid we aren't able to make changes like this via the forums.

 

Please get back in touch with our support team so they can take another look over the situation. If you ...

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Hi @sikaret09,

 

The instructions in the link above walk you through the process of creating an appeal to have our Terms of Service team look into the situation further.

 

Resetting your password is a good first step if you suspect someone else may have had access to the account, but you'll need to follow the full steps listed above if you'd like to appeal this action.

 

The ban history does not display all types of account actions, so please be sure to keep following the steps under the How do I appeal my lock, ban, or suspension? section in the link above to actually create an appeal.

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Hi @sikaret09,

Only our Terms of Service team is able to investigate and take action on account bans or suspensions.

Are you not able to create the appeal using the steps above, or did you mean the appeal was just declined?

Hey @sikaret09,

 

I'm afraid we wouldn't be able to review or change any account bans here on the forums, sorry.

 

If you believe an account was actioned incorrectly, please get in touch with our Terms of Service team here and they'll be able to review the situation again for you, thanks! 

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Hi @NBDPHOENIXX,

If someone has gotten into your account again, the same steps listed earlier should still be accurate and go to active links.

Please follow the same steps on the solution post so our support team can help you get back into your account.

Hey @ricky_rachaus,

  If you don't have access to the email address registered to the EA account (including if it's been disabled as in this case), 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 ... Read more

Hi @dearvivan,

Please contact support directly as mentioned in my prior two posts, as we cannot make changes to your account here on the forums.

@dearvivan 

 

The account you're posting from now was indeed created within the past few days.

 

If you've been playing for years, that would be under a different account.

 

If you've only used a single email, it may be the case that your account's email was changed, then you created a new one with the same email when you tried logging in again recently.

 

In any of these cases you'll need to contact support to help recover or update the account information, as we cannot make any changes here on the forums. Thanks!

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Hey @dearvivan,

 

It looks like the EA account you're posting with was just recently created, and the Steam account attached after that point as well.

 

If you had played in the past, it would have been on a different EA account. Please try checking for any other emails or accounts you may have used instead.

 

If you have any trouble locating or accessing the older account, please ...

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@chrysabells

Oh great, glad to hear things are back to normal!

Thanks for the update!

Hey @Nypize,

 

It looks like your account may have been missed in the larger rollback fix from last month.

 

I'm sending you a DM here on AHQ to confirm some information so we can try the fix here as well. Please check your inbox in the top-right and get back to me there when you can, thanks! 

Thanks for the additional details @Nep002.

I've removed those from the post just to avoid spreading any unnecessary information, but have passed that along to be checked into further.

Hey @CrackCain,

 

That may be directing you to a help article rather than a support option depending on your current account status or the options being selected.

 

Just to be sure, if you're trying to get some help making a change to your account try to 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.

...

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