Find out why we issue bans or suspensions and how to submit an appeal if you think there’s been a mistake.
Locks, bans, and suspensions
Checking your ban status
Appealing bans or suspensions
Reasons you may be banned
More help
It is against EA’s Positive Play Charter and User Agreement for players to improperly use in-game support buttons or file false reports to EA staff. 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 on 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.
- Lock: we’ll temporarily remove access to a game or your EA Account when we notice too many failed login attempts or other suspicious activity. We do this to protect your account from being accessed by anyone other than you. Learn more about what you can do if you’ve been locked out of your account.
- Suspension: we’ll temporarily remove your access to a game, part of a game, or your EA Account when we notice 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.
- Ban: we’ll 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.
- Sign in to your account.
- Select Account support.
- 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 lock, ban, or suspension on your EA Account was a mistake, you can appeal the decision.
To appeal, contact us here, fill out the webform, and select Send.
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. Our advisors can no longer transfer cases to our Terms of Service Moderation team.
How to 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 account ID, or game-specific username.
- 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 rules of conduct in EA’s User Agreement.
Keep in mind: 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.
What to do if your 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 you’re suspended from online play?
You can still play many EA games offline in single-player mode.
What you can do if EA can’t unban your 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’ve been blocked by PlayStation or Xbox. In that case, you’ll need to contact them directly.
- Want to make sure you stay in the game? Learn about EA rules to know and follow.
- Follow @EAHelp for everything from outage info to game news.
- Subscribe to EA Help on YouTube for video walkthroughs and guides.
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