@Vietconggg6666 Hey there, I just want to check with you if you managed to get this solved. Let us know if you still need any help!

Hi there, 

To get further information on your account, please contact EA Help Support. They should be able to clarify your questions about the refund. 

Regarding the account ban, you can send a dispute to the Terms of Service Team: Get information about your EA Account lock, ban, or suspension

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@TheBerserker078 thanks for sharing the DxDiag. When did this problem start for you? Was it after a recent update?

@TheBerserker078 Thanks for providing all these details. Can you please try setting up a new Windows admin account to see if that works? If the problem persists, please share a DxDiag with us.

Thanks for your reply, I'm sorry to hear that you're still unable to launch the game. 

Could you please try to check if you have any pending Windows Updates? If you do, please download and update your Windows. Once that's done, I suggest that you repair the game as well. 

Let us know if that helps,

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@ForzaRossoneriUA I'm sorry I've missed that. When you ran the game as admin, did you run the EA app or did you check the box "Run as administrator" in the .exe file? If you haven't done that yet, please try: >Go to your Library in the EA app > Apex > Manage > Browse local files> Right-click "r5apex.exe" > Properties > Compatibility tab > Check the box "Run this program as an administrator"I hope this helps,

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Hey @ForzaRossoneriUA,

Could you please try a clean boot as that will disable all background programs that may be causing conflict with the game and anti-cheat: How to clean or safe boot your computer

Let us know if that helps, 

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@Naymeer571 I'm glad that worked. If you want to, you can now redo the process of Clean Boot and start enabling a few programs to see if you can find out which program was causing the issue here so you can keep all other apps that you wish running in the background. 

Hey there, 

Please note that Apex Legends uses Easy Anti-Cheat which is different from EA Anti-Cheat. The steps you shared in your post are for EA Anti-Cheat. 

Can you please try a Clean boot, restart your PC and reinstall the game while running Steam/EA app as admin: How to clean or safe boot your computer

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We are not able to make account changes for you here at AHQ. You can find instructions on how to unlink the account here: Unlink your platform accounts from your EA Account

If you're unable to make the changes yourself, you will need to contact EA Help Support as they can assist you with the changes.

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Thanks for reporting this. I will pass it on to the team! 

@Jackfff-07 I can assist you with instructions on how to unlink the accounts yourself as we're unable to make any account changes for you here at AHQ. If you follow the steps on this article you should be able to unlink your Twitch and Xbox accounts: Unlink your platform accounts from your EA Account

Let me know if you have any issues unlinking the accounts.

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Could you please try using incognito mode to see if the chat appears?

I'm sorry to hear you're having issues contacting EA Help Support. 

If you're not getting the chat option when trying to contact support, can you please try: 

1. Go to: https://help.ea.com/en/help-home/
2. Select the game you need assistance with or EA App
3. Select "I want to update my EA Account information" 
4. Scroll down the page to find the "Chat with us" option

If the chat doesn't show up, please try doing that while logged out. Once selecting the chat option it will ask you to log in, but you can select the option to continue without logging in.

Let us know if you're still unable to reach live support.

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Hi @Jackfff-07,

You can find instructions on how to link and unlink accounts here: Unlink your platform accounts from your EA Account & Linking your platform accounts to your EA Account.

Please note that, when you link accounts, it creates a lifetime link to protect you from malicious activity and help prevent performance issues in your games.

You can unlink your platform accounts from your EA Account if you want to link them to a different EA Account, as long as that EA Account has never had the same account type linked to it before in its lifetime.

That means if you unlink an Xbox gamertag from your EA Account, you can’t link a different Xbox gamertag to it in the future.

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Unlinking risks for Apex players

If you unlink a platform account that you use to play Apex Legends, you might have issues with Battle Pass leveling, item unlocks, and other errors.

Instead of unlinking and relinking a platform account you play Apex on, we recommend starting fresh on a new account.

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Hi @culeczka, I will send you a DM with some further information. Please check the inbox on the top right of this page by clicking on your profile.

Hi @LiwexX,

I'm sorry to hear you've lost your progress. I will send you a DM here on AHQ with some further instructions. Please check your inbox by clicking on your profile in the top right of this page. 

@MagicalFlandre You see that in your Steam account right? The progress is saved on your EA account. If you link the Steam account to a different EA account, you won't get your progress back. You must link it to the same EA account it was linked to before. Since we're unable to check the account details here in the forums, you will need to reach out to the EA Help Support.

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If you had to re-link your Steam account, it means the account was unlinked from another EA account. In case you already re-linked your Steam account and don't see the progress, you probably linked to a brand new EA account. As we're unable to check your account details here, you will need to contact EA Help Support to try recovering your old account.

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@MagicalFlandre Ok so you recently lost the progress. Did you unlink any platform accounts from your EA account?