Hey @muhaki01,

I'm afraid we are not able to review or change any account details via the forums, including for account bans or suspensions.

When you submit an appeal, our Terms of Service team will review their records of the situation to double-check whether an action was applied correctly.

You're absolutely welcome to submit another appeal and a different member of the ToS team will review the situation again, but there wouldn't be an alternative channel to have that looked into.

Hey @1tUr_bOo1,

I've moved your post to its own thread as this is a separate situation from the one it was posted in.

The team is aware of this particular situation as well, and should have this addressed soon. Thanks for the patience in the meantime!

@ApexAngles1 

I'm not aware of any situations where that's possible unfortunately so I don't want to get your hopes up, but that would be something to check with Xbox Support if the purchases were made on your console or through your Xbox profile.

Progress lost during an unlink wouldn't otherwise be something we could compensate I'm afraid.

Hey @ApexAngles1,

Sorry to hear your progress still hasn't returned after re-linking the original accounts. There's always a chance for that progress to be permanently lost during an unlink and while that's sometimes restored by re-linking, it's unfortunately not guaranteed.

As far as checking to make sure this was re-linked to the right account, that would definitely be worth checking with support just to be sure. We wouldn't be able to discuss any account details here on the forums but if you contact support with these steps they should be able to take a look.

@dvanbreet 

Please see this blog for the most updated information on the new Battle Pass structure.

Apex Legends™: Battle Pass Updates (ea.com)

Beyond that we wouldn't have any other information to share I'm afraid, but it may be worth checking back through your console marketplace specifically to see if any other upgrade options are available. 

Hey @dvanbreet,

Unfortunately we're unable to reverse in-game purchases or grant coins, etc. If that was a separate purchase through the PSN marketplace, you would want to get in touch with PlayStation Support to see what options they would have available. 

Hey @dvanbreet,

There was an issue with this earlier, but we've heard it should now be corrected.

Please let us know if you're still having trouble after a restart! 

Hey @juicay,

If this is linked to an EA Account you no longer have access to, it would be best to get in touch with support directly so they can take a look.

Hey @BNJTH98,

If you're not able to use these steps to unlink a platform, you may need to speak with support so they can remove the link.

Please keep in mind that unlinking platforms can cause issues including a loss of progress. Even if you're not playing that platform we'd generally recommend leaving it attached to the account to avoid any potential loss of progress.

That said, please contact support if you run into any trouble or need assistance making changes to your account information including links.

Hey folks,

Just to check, if you are using any programs like reWASD, DS4Windows, AutoHotKey, etc., can you try disabling them to see if you're able to launch Apex normally?

It may help to try a clean boot of your system to see if this issue still occurs after that. Steps to perform a clean boot can be found here.

@nekkxuu 

Gotcha! So this would be more due to the options you had selected for the case. 

There wouldn't be a way to manually restore progress to this account, as the situation would be more a matter of finding the correct account. We aren't able to transfer content between accounts, but should be able to try and help locate the account you'd mentioned.

Our support would need to try and verify some other information, so if you create a new case here and select Game Support > EA Account > I want to update my EA Account information or I need help logging in to my EA Account, that should get this on the right track.

Hey @nekkxuu,

Sorry to hear you're having some trouble getting in touch with support.

It looks like each case opened had provided the same message you mentioned, but also indicated you should be able to continue by resuming that same case.

Are you able to resume a current case from your case history page here, instead of opening new cases? That should let you get through to an advisor rather than seeing the initial prompt again.

Hey @KhrisMyster,

Ranked leaderboards are indeed separate between platforms, even with Cross Progression.

Are you seeing that on both Xbox and PS5, or just one platform? If you swap back to the other, does that progress show back up? 

@Rondosaboss9 

Our Terms of Service team may use templated replies to make sure they're providing consistent information across similar situations, but the reviews are not automated.

Each review would be carried out by a different member of the ToS team. If they had declined to remove the penalty after multiple reviews, that'd be the limit of what we can do I'm afraid.

Hey @Rondosaboss9,

We are unable to review or change any account actions here on the forums.

You can submit an appeal with our Terms of Service team using these steps, however if they've already completed multiple reviews and declined to remove the penalty, that would be final.

If the ToS team has made a final decision, there won't be any other alternatives, sorry. 

Hey everyone, thanks for the posts.

This is a situation we're currently looking into, so I'll share any updates here as we get them. Thanks for the patience in the meantime!

Edit: This should now be resolved. Please try relaunching and let us know if you're running into any issues still! Thanks for hanging in there folks!

Hey @Chulachan,

It looks like you've just recently linked your Xbox to a new EA Account, however it was previously linked to another EA Account if you've ever played Apex.

It is not possible to play Apex without linking your Xbox to an EA Account. Progress is stored on the EA account level, not on individual platforms like PlayStation, Xbox, Steam, etc. 

Since your Xbox is now linked to a different EA Account, you're not seeing the progress that was made on the original account. You would need to link your Xbox back to that original EA Account to try restoring access to any missing progress.

If you don't recall or can no longer access the older account, or run into any other trouble linking accounts, please contact support directly so they can take a look.