How to troubleshoot problems with your Apex Legends™ account

Overview

Your Apex Legends account is tied to your EA Account, which means you can troubleshoot most account problems through the EA Account portal. Use this guide for help with common problems like locks, bans, and suspensions, hacks, lost account details, missing progress, and help if you can’t get into your account anymore.

My Apex Legends account got locked, banned, or suspended

If you think you’ve been locked, banned, or suspended by mistake, use the Penalty History tool to make an appeal.

1
Go to the Penalty History tool and sign in with your EA Account.
2
You’ll see a list of violations under Your violations.
3
Select the one you want to appeal by clicking Review.
4
Click Appeal and follow the steps to submit your request.

Your appeal will be reviewed by our moderation team. When your review is complete, we’ll email you about the outcome and any steps you need to take from noreply@ea.com.Read our locks, bans, suspensions, and appeal guide for more info about the process.

I can’t get into my Apex Legends account

If you can’t get into your Apex Legends account, you can:

log in through a linked account, like a console account, instead
find which email account you used to create your account if you’ve forgotten
contact your email provider for help recovering your email account details
reset your EA Account password if you’ve forgotten your password.

If you’re able to log in through a linked account, you can:

check which email account you made your EA Account with under Account Information
reset your password under Security and Privacy.

For step-by-step help, use this EA Account recovery guide.

If you’ve tried to get back into your EA Account but can’t, we can try to recover it for you. Contact us from the bottom of this page with this info ready:

The original email you used to make your EA Account.
Any usernames linked to your EA Account, like EA ID or console IDs.
Any invoice numbers for games you’ve bought from our store or game product codes.

My Apex Legends account has been hacked

If you think your Apex Legends account was hacked:

clear your browser cache
reset your EA Account password
reset your email address password
reset your console account passwords
turn on two-factor authentication to protect your account.

Make sure any new passwords you create are strong by using a unique combination of letters, numbers, and special characters. Missing content? Use our Apex Legends missing content guide for help finding it.

If your account was hacked and you can’t access it, contact us from the bottom of this page with this info ready:

Your EA Account email address.
Any usernames or console IDs connected to your account
Any invoice numbers for games you’ve bought from our store or game product codes.

My Apex Legends progress is missing or has been reset

There are three main reasons you might be missing Apex Legends progress.

You’re using a different EA Account than the one you expected.
You’ve unlinked your EA Account from your platform.
If you’ve not played Apex Legends since October 2023, your accounts might have been merged for Cross Progression.

Heads-up: If you unlink your platform account from your EA Account at any time, you’ll lose your progress. Relink your accounts to get your progress back.

You can see which EA Account is linked to your console or Steam under your Connected Accounts.To see which EA Account you’re logged in to on the EA app, check the top-right corner of the app. Use this linking guide to change which EA Account your platform is linked to.

If you’ve not played Apex Legends since October 2023, we might have merged your accounts to give you Cross Progression.Your accounts were merged if:

you had multiple platform accounts linked to your EA Account
you used an EA Account to create multiple Apex Legends accounts.

Merged content can’t be unmerged. Read our Cross Progression guide for more info about how Cross Progression was added to your account.

What can I do to avoid account problems?

1. Add a secondary email to your EA Account

Adding a secondary email to your EA Account can help you reset your password if you forget it. Go to your Security and Privacy settings to add a secondary email.

2. Set up two-factor authentication

Two-factor authentication (2FA) helps protect your account by checking it’s you any time a new device tries to log in to your EA Account. Set it up in your Security and Privacy settings or get step-by-step help in our 2FA guide.

3. Follow account safety advice

Things like a secure password, being careful about the devices you play on, and keeping your account info private can help you avoid account problems. Read our EA Account security guide for more safety tips.