Missing Heirloom
So we recently had the Genesis event in Apex Legends, with some cool skins, and the option of purchasing all 24 to obtain the very cool Revenant Heirloom. I was planning on buying some of the skins a...
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So the key is to talk to origin support and not EA? All EA has told me is "we can't do anything", and they proceeded to ignore me 6 different times with different agents if I could receive a refund.
EA_Mako
Community Manager
Community ManagerHey @SkyMirage25,
Origin and EA support are the same thing, just to clarify.
Support is not able to grant heirlooms, so in this case they'd instead direct anyone affected to create a bug report as in the post above so it can be investigated.
This situation with some people completing the collection event without being granted Revenant's heirloom is on our radar and is being looked into, though we don't have further updates beyond that just yet. Thanks for the additional report there!
Origin and EA support are the same thing, just to clarify.
Support is not able to grant heirlooms, so in this case they'd instead direct anyone affected to create a bug report as in the post above so it can be investigated.
This situation with some people completing the collection event without being granted Revenant's heirloom is on our radar and is being looked into, though we don't have further updates beyond that just yet. Thanks for the additional report there!
- @EA_Mako I was told that no logs are kept for player accounts, but I'd read in the past how players had lost stuff and had it restored. So what I don't understand is how this was done if no logs were kept. I'd think that there would be logs for player accounts based on in game purchases, or for there at least to be a way to restore the apex coins to my account so that I can purchase something else instead, ie: the summer bundles
- EA_Mako@SkyMirage25
I'm not quite sure why you would have been told that , sorry for the confusion.
We certainly have logs for player accounts, though just having that information doesn't necessarily allow for just anything to be granted.
In-game purchases are not something that can be refunded, so in this case I'm afraid it's just a matter of waiting for a fix from our ongoing investigation into this situation.- @EA_Mako There is no way to reimburse me with apex coins if I didn't receive what I paid for with the coins?
- @EA_Mako Just a quick update, it's been over 3 weeks later, and we had the first bug patch, and then the new season patch released and I still don't have the heirloom.
- EA_Mako
Hey @SkyMirage25,
Sorry to hear you still don't have that heirloom. From my understanding this was fixed a little while back, so if you still aren't seeing that please reach back out to our advisors so they can take another look now that the initial situation was wrapped up.
As far as packs go, the contents of a pack are recorded and added to your account as soon as you click the button to open it, before the animation even plays. This means that even if your game crashes while opening the pack, you'll still have received the contents.
Heirlooms are guaranteed with your 500th pack if you haven't opened one by that point, with a small chance for one in each Apex Pack you open prior to that. Your level wouldn't come into play in that regard.
- @EA_Mako Thanks
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