Support case in progress

[EA_Kent]

@bsilk10 

Got it, thanks. 

I can see where you were trying to get the account recovery taken care of, but the specialist team was unable to verify the account with you. Since you have access to the email now we can move on past the account recovery steps. 

If you're still not getting the verification emails for this account have you checked to make sure they haven't been caught in a spam or junk mail folder? You may need to whitelist our ea.com domain for the emails to come through. In some cases the automated emails can get caught in spam or junk mail folders. 

If you aren't receiving the emails at all I can only recommend following up with EA Help so they can work on getting the email on the account verified for you. I'm sorry, but this just isn't something we have the ability to do here on Answers HQ. 

You can try setting up another case through the EA Help site, or you can also speak with the EA Help team via Twitter or Facebook as well. I know the team who works on those channels can help out with a lot of different account-related issues. 

I understand that this has been a frustrating situation, and I'm sorry there isn't more we can do to help with this directly. The folks at EA Help should be able to help get this fixed for you, though. 

/Kent

[bsilk10]

I knew you were a good dude, I could tell lol

But yeah I just reached out through Facebook as a backup. 

I have checked spam, and I have tried with my actual current email (which also has an account), and i didnt get a code there also. So this is an EAsports problem. 

Also one of the other recent posts said it too, so I promise it isnt just me man.

If you could let someone know its happening that would be awesome and its probably a fairly easy fix on EA's end

[toxsama4]

Thanks Last question if it stays like that for long would u please contact them about my case ?

[CubertZ]

First of all Hi @EA_Kent thank you for your support, my case number is #59855343 can you take a look please ? my account was locked because of suspicious login or activity and received an email telling me to change password and check security and then give them a call to make sure my account is secure so they unlock it and i already did but no reply yet and it's been more than 72 hours, Apex season 5 is soon and i'm really stressed about how long this could take I uploaded a screenshot about the email i received when my account locked and i want to know if it's a ban or just temporarly locked because i'm 100% sure i didnt break any rules to get whole accoujnt banned. I hope you answer me and thx

[EA_Kent]

@CubertZ 

I think it would be best to open your case back up on the EA Help site so the team can take a look. You should be able to resume the case from the My Cases page. 

Unfortunately we aren't currently offering phone support due to the ongoing global situation, but there should still be chat support available. If you have the option I'd recommend selecting that so the team can take a look. 

/Kent

[CubertZ]

@EA_Kent Hi again, I closed my case because I received support from live chat team and my problem is solver thank you!

[EA_Kent]

@CubertZ 

Excellent, I am glad to hear it! Thanks for following up to let me know. 

/Kent

[Delta-Reaper_TTV]

Hey @EA_Kent 

Ive had my case open for a while now and its been far over 72 hours. is there a country that is currently offering chat support instead of email only during this crisis

my case number :#60308710 its about a unfair ban or suspension of my account. 

PLS HELP

kind regards.

[EA_Kent]

Hi @Delta-Reaper_TTV. 

The TOS team will review your account and follow up with you via email as soon as they can. Unfortunately we don't have a way of seeing how long that might take. Since they review each ban appeal on a case-by-case basis it can take some time to complete the investigation. 

Keep an eye out for a reply at your email, and they'll send you a reply as soon as they have an update. 

/Kent

[SaturdaySaints]

@EA_Kentis it normal when you "resume" a case you currently have open with the account recovery team, for the information in the form itself to be GONE when you open it up? I have several screenshot proof of this happening and i'd think it would retain the information. Also case# 61043005 is the one that i THINK might be finally gaining some traction, but i'd just like to know if the team is working on it since i haven't heard anything else in 3 days on it. I didn't do the account recovery form on this particular case (which is where i think the forms are bugged), i used one of the support options for one of the games on the account, and it seemed to get somewhere. So i really think that form for account recovery (along with 11 others confirming they are having the exact same issues) is what is causing a lot of frustration for people. I think its keeping the first and last name, the email address and the subject for the case, but the description and all the other fields below it may not be saving. This would then have the EA rep believe the customer isn't submitting any information, and the endless loop of "We weren't able to verify the account information you shared with us" "fill out another form" loop begins, where i have been stuck for too long now. I've been extremely frustrated with the recovery team and i really don't want to have to start contacting other agencies on this, when i have so much evidence that it is my account. I've spent two weeks on this and i am really getting drained, but i wont give up. Thank you for your consideration.