Hello,I'm playing Apex on PS4/PS5 since day 1, my account level was above 500 and from a day to another it was reset, does someone get the same problem please ?Is there a fix ?Thank you !

Hey surfHunterX, Thanks for attaching the picture of the lobby! You are not level 57, you're actually 557 (at the time of the screenshot). Once you hit 500, you get a new badge and it rolls over to level 1, which lets you continue earning packs as you keep leveling. If you click your level in the top-left of the lobby, it should break down your actual total account level. :)

Account level reset | EA Forums

6 Replies

EA_Mako
Community Manager
6 months ago
Hey surfHunterX,

Are you missing any of your cosmetics or legends in-game as well, or is the only change to your account level? Do you happen to have a screenshot of the lobby showing that current account level?
surfHunterX
Seasoned Newcomer
5 months ago
No, that's the weird thing, it's just my account level ! As you can see on the screenshots i'm currently level 57 but I'm on the game since day 1 as you can see thanks to the badges on the other screenshot.
I was not paying attention to my account level since my friend with I'm playing for many years get his heritage package because he reached level 500 ! I was like "I have begin to play this game at the same time than him but I'm only level 57 ?"
So that's why my question here !
Thanks
surfHunterX
Seasoned Newcomer
5 months ago
Hey EA_Mako ,
Can you check my problem please ?
Thank you !
EA_Mako
Community Manager
5 months ago
Hey surfHunterX,

Thanks for attaching the picture of the lobby!

You are not level 57, you're actually 557 (at the time of the screenshot). Once you hit 500, you get a new badge and it rolls over to level 1, which lets you continue earning packs as you keep leveling.

If you click your level in the top-left of the lobby, it should break down your actual total account level. :)
surfHunterX
Seasoned Newcomer
5 months ago
Ok Thanks EA_Mako for the answer

So it's just bad luck that I haven't received my herloom yet?

Because when you reach level 500 you're more lucky to get one isn't it ?

Thanks
EA_Mako
Community Manager
5 months ago
surfHunterX

Just down to luck, yes, but pretty normal luck! Heirloom shards are guaranteed if you've opened 500 packs without getting one, which is not the same as level 500 as packs are not awarded every level.

That said, as you can level your account up to 2000 now, that does mean you're able to get more than enough free packs for an heirloom, not even counting any you've earned or purchased separately. Feel free to check out more details here!

How do the Bonus Heirloom Shards work?

When a player opens an Apex Pack, there is a 0.045% probability of Heirloom Shards dropping. Heirloom Shard drops do not deduct an Apex Pack from your inventory. Heirloom Sets and Prestige Skins cannot be crafted with Crafting Metals and can only be obtained by exchanging Heirloom Shards or unlocked through in-game limited time events. A player cannot open more than 500 Apex Packs (excludes Collection Event Packs) without receiving Heirloom Shards (assuming the player does not own all of the available Heirloom Sets and Prestige Skins). Once a player owns all of the Heirloom Sets and Prestige Skins, the player will not be eligible for this bonus until more Heirloom Sets or Prestige Skins are added to the game.