Community ManagerHere's the official information about how this works. I've bolded and underlined the relevant section, but there is a great deal of useful information there that reflects what others have mentioned throughout the thread, so feel free to check through the entire FAQ at this link if you'd like:
https://www.ea.com/games/apex-legends/about/frequently-asked-questions
How do the Bonus Heirloom Shards work?
When a player opens an Apex Pack, there is a <1% probability of Heirloom Shards dropping. Heirloom Shard drops do not deduct an Apex Pack from your inventory. Heirloom Sets cannot be crafted with Crafting Metals and can only be obtained by exchanging Heirloom Shards (or through a Collection Event). A player cannot open more than 500 Apex Packs without receiving Heirloom Shards (assuming the player does not own all of the available Heirloom Sets). Once a player owns all of the Heirloom Sets, the player will not be eligible for this bonus until more Heirloom Sets are added to the game.
I opened 500 packages and the heirloom did not appear. I opened a ticket about the problem. The EA Assistant replied, "We can't see how many packages you've opened."
How will you prove that you are telling the truth now?
Community Manager@l_mRGogo
Keep in mind that being level 500 does not mean you've opened 500 packs. Those are two entirely different things.
If you've been playing since Season 4, as others have pointed out that would still leave you well over a hundred packs short of 500, even assuming you had received every single free pack during that entire timeframe.
It would appear you haven't quite hit that point yet, but best of luck. As the original question for this thread was answered and @dSKyNafinchin received their info (cheers!), this thread is being locked before it continues getting too far off track. Thanks all!
Community Manager
