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SkyMirage25's avatar
SkyMirage25
5 years ago

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 anyways, so I decided to just purchase all 24 and get the heirloom, since Revenant was one of my favorite characters. However after obtaining all 24 items, I didn't receive the bonus heirloom pack afterwards like I had seen in Kandyrew's video. After getting in contact with EA support and providing proof that I had all 24 items, they told me there was nothing they could do to add it to my account. I inquired multiple times about a reimbursement for the apex coins I spent, but each of their support members I've had has avoided acknowledging that question. 

I was wondering if anyone else has had an issue in not obtaining the heirloom after their purchase, or has any input on what I should do in this situation.

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  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @E9ine_AC And so this should guarantee that at some point in the hopefully near future this issue should be fixed and the heirloom successfully active on my account?
  • Darth_J0seph's avatar
    Darth_J0seph
    5 years ago

    any update on this situation ? It's been 2 weeks and i heavent recived anything yet

  • DarthValtrex's avatar
    DarthValtrex
    Hero (Retired)
    5 years ago
    @SkyMirage25 They are trying to tell you to be patient and let them investigate the situation and look for a solution. Please just be patient and give their team time to investigate it.
  • SkyMirage25's avatar
    SkyMirage25
    5 years ago

    Just some confusion as to how it was fixed for some people but not all, it's kind of frustrating when you have to wait weeks for a purchase that was supposed to be instant after spending over 100 bucks on it.

  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @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.
  • RockDokRock's avatar
    RockDokRock
    Seasoned Ace
    5 years ago

    Yeah, i'm not sure how heirlooms work in general.

    Months ago I had an apex pack with all red sides but it crashed before I could see what was in it.  Is that heirloom shards?

    I am well over level 500.  Not sure how it's supposed to work.

    Not super fussed about cosmetics but it would have been nice to see what that turned into.

    - DR

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    5 years ago

    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. 

    @RockDokRock 

    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.

  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @EA_Mako Just heard back the same stuff, they told me to reinstall the game which I did, which fixed nothing, and now they just are saying again that they can not do anything from there end, and told me to make a bug report (which I believe I already did) and then tell me I have to wait even longer. It has been 3 weeks already, and I paid for it over 20 days ago, so not sure how much longer I'm going to have to wait. When I spent my money on this I didn't think I would have to wait this long to receive it