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Monday, 13 November 2023

Find out why we issue bans or suspensions and how to submit an appeal if you think we’ve made a mistake.
Checking your ban status Appealing bans or suspensions Reasons you may be banned Ban and suspension differences More help

EA’s Positive Play Charter and User Agreement expect players not to improperly use in-game support buttons or file false reports to EA staff. Disagreeing with a suspension or ban isn’t fair play unless you truly believe you haven’t broken the rules. We’re here to help with genuine challenges, so please only contact us after you’ve reviewed the EA Rules of Conduct.

If you have a lock, ban, or suspension on your EA Account, on a specific game, or for your device, we may email you from ea@e.ea.com. This is our official email account, so make sure you add it to your contact list. Otherwise, it might go into your Spam folder.
  1. Sign in to your account on EA Help.
  2. Select Account support.
  3. Choose Ban history to see details on current and past bans and suspensions.

Think your account was hacked? Follow our steps to help re-secure your account.

If you think the ban, lock, or suspension on your EA Account was a mistake, you can appeal the decision.

To appeal, select the available method to contact us here, fill out the webform, and select Send.

If you submit a chargeback for a refund outside of our refund policy, we may take one of the following actions:

  • lock your EA Account
  • remove the content charged back.

Your case will be sent to our dedicated team for review. You can expect an email from noreply@ea.com about your case within 10 days, though sometimes it takes longer. The email will give you further details about our decision and how to dispute it if you think we’ve made a mistake.

How do I fill out the appeal webform?

To start, we’ll ask for some basic information. If you’re already logged in to your EA Account, some of this info will be pre-filled:

  • Your first name
  • Your last name
  • The email address associated with your EA Account
  • The platform you’re playing on

In the next part of the form, you can tell us more about your issue. Be sure to include:

  • your username
    • This is your EA ID, PlayStation™Network Online ID, Xbox Live gamertag, EA mobile game-specific User ID, or game-specific username.
    • Your Answers HQ username is the same as your EA ID, but your username for a game-specific forum, like The Sims, can be different. When you reach out to us, share your username, the specific forum, and what language it’s in.
    • Need help finding your mobile account ID? Learn how to find your ID for the mobile games you play.
  • any error or notification messages that you saw
    • Tell us what’s going on and why we need to take another look at the action we took on your account.

We’ll ban, suspend, or sanction accounts when we see any inappropriate content or evidence of cheating. We’ll also take action against any account that posts vulgar, threatening, or harassing content in any EA game or on any EA website.

Cheating includes but isn’t limited to:

  • using third-party software, such as aimbots, wallhacks, and other similar cheats to gain an unfair advantage over other players
  • performing in-game exploits or abusing glitches or bugs
  • stat padding (abusing game features in an unintended manner to artificially stack on scores)
  • win-trading or otherwise manipulating in-game ranking systems with the collaboration of others
  • using software or cheat tools that disconnect other players from the EA servers.

To avoid your account being banned or suspended, always follow the complete rules of conduct in EA’s User Agreement.

What if my suspension doesn’t expire?

Sometimes you’ll need to re-enable your account first. If that’s the case, we’ll contact you at the email address associated with your EA Account to give you details on how to do this.

What if I’m suspended from online play?

You can still play many EA games offline in single-player mode.

What if EA can’t unban my account?

Some games and services have their own dispute process. Use the links below for specific game or service bans.

It’s also possible you’re blocked by PlayStation or Xbox. In that case, you’ll need to contact them directly.
  • A suspension is when we temporarily remove your access to a game, part of a game, or your EA Account. We’ll normally issue a suspension as a warning about activity on your EA Account that goes against our Terms of Service or Rules of Conduct. They’re usually timed and expire after a certain period of time.
  • A ban is when we remove your access to a game, part of a game, or your EA Account for an extended period of time. We'll normally ban your EA Account due to repeated or extreme violations of our Terms of Service or Rules of Conduct. Account bans are typically permanent.

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