The customer support system needs a lot of work I lost an account that I had for 6 years and spent $100s on because I had updated the email from the one I had 6 years ago that I could no longer access I was accused of selling or sharing the account when the difference in email was a 97 and a 1997 I’ve been trying to get It resolved for months now and when a ticket is opened it is automatically flagged the second the account name is mentioned I finally got through to someone and without explanation they had said that I would not be getting that account back when it is blatantly obvious I had done nothing wrong I am extremely disappointed in the customer support service I have received and I’m sure I am not the first person this has happened to
Sounds more like your account actually got flagged for suspicious activity and they have concluded that the activities were bad enough to result in getting the account taken away. They wouldn't just take away your account without looking into it and having proof of suspicious behavior.
Actually I know for a fact that there was 0 suspicious activity as I said I no longer had access to the old email which was the same as my newer one with the difference of 97 and 1997 as soon as I updated the email it kicked me off the game and blocked me out of the account I have sent multiple tickets asking for someone to actually review what happened and have gotten 0 answers
That in itself is suspicious activity. I don't even think you can change your email yourself on this game, so your attempt to do so was likely the flag as suspicious. The reason this email change happens often on this game is because of account sharing and/or trading, and a slight difference in the name of said email is irrelevant. I do agree that customer support should have been more communicative with you about this issue, if they really were as vague as you are saying. All I can offer is to keep trying, if you really weren't sharing/trading accounts. However, I will say that making this forum post to complain about them isn't helpful to your case at all.
Never mind. Apparently you can change your email yourself. I'm fairly certain you used to not be able to (only your password).
A simple email change, although can sometimes come across sus, wouldn't be the sole reason your account was flagged. If they decided to actually block you from your account it's because they have seen enough evidence to do so. As I have stated, they do look into situations before deciding on a ban-- it's not something they give often and or lightly. Did you get a confirmation email that confirmed the email change was even successful? I believe that when you change your email, it would be the same as changing your password, meaning ATA will kick you out of the account regardless so you can sign back in with the new credentials. I agree that they could explain their reasoning better but if they have reasons to believe you're piloting/sharing/selling the account, that's probably why they won't give you a direct answer because they have no way of knowing if you're the sole user or the person trying to gain access to a account that's not yours.
I'm going through the same thing right now trying to get access to an account. All information that I provide to them is correct EXCEPT for the last five purchases made on the account, which doesn't correspond with what they have on their side. But honestly it's a load of horse [redacted] that I can't gain access to my account when I have the email and password. Years back I had an account stolen where there actually WAS suspicious activity and when I told them about it and asked them to ban the account they were like ¯\_(ツ)_/¯ oh welps, seems like a you problem. Anyways, this account in trying to get into is new, no swapping of accounts, nothing of the sort. The only thing that I could begin to presume might be suspicious was me switching phones because I haven't been able to get onto my account since then and the apes have done limbo in the basement to ensure they give me the bare minimum assistance necessary.
It's easy to know the last 5 things you spent money on. It's all in your bank statements. Simply knowing the email and password doesn't mean shit. Hackers exist. Acc selling/trading exists. If you can't prove the acc is yours then of course they arnt going to give you it. I had to get access back to a account 1 time and they let me away with even a close enough answer coz I was able to prove the acc was mine and even my close enough answer wasnt to far off the actul date. Ata are very helpful. They take account security seriously. They arnt going to give access to just anyone
"It's easy to know the last 5 things you spent money on" no. It's been almost a year since I last logged in, two since I played regularly and made regular purchases. Regardless, I have said that I have access to my purchase history but they're telling me that it's incorrect and there's nothing I can do to dispute it. It's not as if I deleted certain receipts for the sake of convenience (out of the thousands of unread emails I have left withering away) it's pretty much just a he said she said at this point and they have the final say.
That’s why it caught me so off guard if they are going to ban accounts for changing emails like I did then do not offer it as a option
See I had no access to my bank statements from where I had bought 100s of dollars worth with how long ago it had been and me recently getting a new bank card I hope and pray nobody else goes through what me and others have wrongfully losing accounts
Yeah, that's why I can't help but wonder if there was other suspicious activity that perhaps you were unaware of...? I'm not sure.
I know 100% I was the only one with access to it I’d pay for a lawyer but I’m a mom of 2 and I cannot afford that
I'd suggest to keep asking for a clarification/ask a mod to ask for one on your behalf so you get some closure. Support is usually very helpful and never bans people without just cause so I hope your issue gets resolved soon.
You have to start a entire new bank account just to get a new card where you live? Sounds like alot of wasted time and effort. Here you don't have to get a new account you can just get a new card linked to your account
No, you don't have to make a new bank account. She's saying the recent purchases were too old to view the bank statements for, and she no longer has the card she used to purchase things on. Her new card would be linked to the same account, but would be a whole new card with different numbers and an expiration date. Because it is a new card, it is not the original payment method she made PIMD purchases with even if the money is coming from the same bank account. The account she mentions losing is referring to the PIMD account.