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Friday, 22 September 2023

Think your account was locked, banned, or suspended by mistake? Let us know so we can help.

EA’s Positive Play Charter is at the heart of our rules. The Rules of Conduct in our User Agreement expect that players don’t:

  • improperly use in-game support or complaint buttons
  • make false reports to EA staff.

We want to help all our players as efficiently as possible, so please make sure you only contact us with genuine challenges. Disagreeing with a suspension or ban when you break the rules is not fair play. Please review the rules, then contact us if you still believe you haven’t broken them.

Go to My Ban History to view more info on and dispute your active locks, bans, and suspensions.

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

We’ll ban players who break our User Agreement. If you’ve got a lock, ban, or suspension on your EA Account, for a specific game, or for your device, we’ll let you know you via email.

You may get a message 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.

Think your EA Account was locked, banned, or suspended by mistake? Email us by filling out our webform to get in touch with us.

Tips for filling out the webform

Put this info in the case description:

  • 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. Make sure you give us your username and the specific forum and what language it’s in when you reach out to us.
    • Need help finding your mobile User ID? Learn how to find your ID for the mobile games you play.
  • Email address that's on your locked, banned, or suspended EA Account.
    • If you're playing a mobile game, your email address may not be linked to it. Email us using an email address that's linked to an EA Account so you can get more information.
  • Detailed info that includes 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 that we took on your account.

Check out how EA bans and suspensions work for more info about what’s going on with your account and what you can do about it.

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