Aide assistance

[WaRmA65]

Bonjour, j'écris après avoir contacté à deux reprises l'assistance EA, mon compte a récemment été banni sur apex certainement, suite à un hack de celui-ci selon moi. Je cherche à être débanni, n'ayant rien vu ou lu de rassurant ces derniers jours j'écris ici en ultime recours. EN combien de temps l'assistance répond elle en général? Vais pouvoir être débanni si j'arrive à montrer que je n'ai rien fait méritant ce ban? A quoi servent les boutons reprendre et fermer le dossier? Je cherche de l'aide, je n'ai rien fait pour mériter ce ban, je ne veux pas perdre mon compte.

[SC3E101]

@WaRmA65  Hello, I write after having contacted EA support twice, my account was recently banned on apex certainly, following a hack of it according to me. I seek to be unbanned, having seen or read nothing reassuring in recent days I write here as a last resort. How long does support usually respond? Will I be able to be unbanned if I manage to show that I did nothing deserving of this ban? What are the Resume and Close Folder buttons for? I'm looking for help, I didn't do anything to deserve this ban, I don't want to lose my account. (Google Translate)

@WaRmA65  Did you appeal your ban to the Terms of Service team yet? If so you have to wait until they finish their investigation on your account.

As for finding information and evidence of the hack you should check your email for any notifications about suspicious login attempts or email changes on your account. You can also check your data log entries of your account for anything that looks suspect to you like IP addresses, dates, times, locations, etc.    

Make sure to gather information and evidence related to the hack so that EA can help you further.

Reply if you need any more help or advice. 

[WaRmA65]

Thanks for replying, do you know where I can found the data log entries informations? 

[SC3E101]

@WaRmA65 

Step 1 Go to the official EA help web page. https://help.ea.com/en/help-home/

Step 2 Click on manage my account.

Step 3 Click on to account security you will then be sent to the customer portal.

Step 4 You will see your EA Data at the bottom of the list. Click on that you will see download your EA Data with a purple button that says request a download. 

Step 5 Click on request a download button. After that you will need to wait maybe an hour or so for the download to complete so don't exit the web page or web browser until the download is complete. You should see the data in your downloads folder afterwords. 

Step 6 look at your data and look for anything that looks suspect to you or isn't yours like IP addresses, locations, dates, times, etc. Take pictures of it so that you can use it as evidence later.

Reply if you need any more help or advice. 

[Henalexandre]

Hi!
This topic is on the French forums, please continue the conversation in French so that everyone can understand. We can move the thread to the English forums if you are more comfortable in English.