Forum Discussion

Dego1975son

Seasoned Newcomer

20 days ago

Solved

Guaranteed Heirloom not received

Subject: opened around 500 apex packs yet I have not received my guaranteed heirloom shards

Hello,

I’m reaching out regarding a concern about my Apex Pack count and heirloom shard progress in Apex Legends.

Based on my account progression, I have not received any heirloom shards yet. However, after reviewing my gameplay history, I have opened a high number of standard Apex Packs that could be exceeding the 500-pack guaranteed threshold.

Here is a breakdown of my account progression:

- Account Level: 128

- Estimated Apex Packs from leveling: ~64

- Battle Pass participation (multiple seasons with levels reached):

- Season 19 – Level 32 (premium battle pass)

- Season 20– Level 5

-Season 25 – Level 13

-Season 28 – Level 100 both splits (premium battle pass and ultimate battle pass)

-Season 29 - level 39 (ultimate plus battle pass)

I understand that not all Battle Pass levels grant Apex Packs, so I am not assuming exact totals. However, even with conservative estimates, I believe my total number of standard Apex Packs opened has exceeded the heirloom guarantee threshold.

At this time, I have:

- 0 heirlooms

- Not received heirloom shards

- amount of packs I am certain I have paid for:

two 100 apex packs

three 50 apex packs

one 25 apex packs

Thirteen 10 apex packs

twenty-six 1 apex pack

I would like assistance with the following:

Confirming the total number of Apex Packs opened on my account
Verifying my progress toward the 500-pack heirloom guarantee
If need be receiving my heirloom shards

I appreciate any clarification you can provide. Thank you for your time and support.

Best regards,

Botgottalent

missing content

playstation

progress issue

EA_Mako
19 days ago
Hey Dego1975son,

We are not able to provide an exact count I'm afraid, however to expand a bit more on the advice and information OldTreeCreeper's already provided, keep in mind that there are multiple pack types that do not count towards this timer.

These Pack Types do not count towards the Bonus Heirloom Shards:

Collection Event Pack

Thematic Event Pack

Milestone Event Pack

Collection Retro Pack

Any packs that might provide replacement items

It seems some of the packs you're counting may have been one or more of these types, as you're not quite at that 500-pack point just yet, but shouldn't be too far off at this point.

7 Replies

OldTreeCreeper
Hero+
20 days ago
Hi @Dego1975son

It does sound like you are very close to the 500 mark.

However it's most likely that you have made a miscalculation on the 500 Apex pack count, and/or included packs that don't count, as the granting of shards is guranteed and automatic on the opening of each 500th pack.

There was a recent thorough check of the pack count system and it was found to be functioning correctly, except for a few very rare cases (but that has been delt with).

There's no manual way to check the count atm, so no-one can help there.

Full information on the free heirloom shards here:

where-are-my-heirloom-shards

I keep a manual count on a note on my phone, currently 230 of the 500.

Best of luck.
Dego1975son
Seasoned Newcomer
20 days ago
I have not miscalculated as for the past 3 hours me and a friend of mine have gone over it countless times.
and there is no way I counted packs that do not count as the packs I have purchased with irl money exceeds 500.
OldTreeCreeper
Hero+
20 days ago
If you are absolutly sure of your count and could reply with proof of purchases, this could possibly be progressed as a bug.

Please remove any personal details in the proof.
Dego1975son
Seasoned Newcomer
20 days ago
What proof of purchase as I’m on PlayStation so I pay through them where all the billing comes out as PlayStation and not a specific game.
OldTreeCreeper
Hero+
20 days ago
Ill try and find that out for you, as I'm not familier with the playstation billing system.

Are all your purchases on the same account on the same platform?

The reason I ask is there was a lot of confusion when cross progression went through, as to what content was carried forward.

Specifically:

Content - how does the merge treat the 500 pack counter?

The 500 Apex Pack counter will not merge. Your counter will be carried over from your highest level account.

a-quick-guide-to-apex-legends-cross-progression

And

Do my purchased packs on my lower level account still count towards my heirloom?

Your pack counter would use the primary account for the number of opened packs rather than combining them from all connected platforms.

do-my-purchased-packs-on-my-lower-level-account-still-count-towards-my-heirloom
OldTreeCreeper
Hero+
20 days ago
I had to ask google as its the weekend, but it says the following as to how to see your transaction history:

PS5:

Go to Settings > Users and Accounts.

Select Account > Payment and Subscriptions.

Choose Transaction History and set your date range.

Select the specific transaction for the Apex pack or coins to view your proof of purchase (Order Number and Transaction ID).

PS4:

Go to Settings > Account Management > Account Information.

Select Wallet > Transaction History.

Choose the date range to locate your purchase.

Or there would be email reciepts for each transaction.
EA_Mako
Community Manager
19 days ago
Hey Dego1975son,

We are not able to provide an exact count I'm afraid, however to expand a bit more on the advice and information OldTreeCreeper's already provided, keep in mind that there are multiple pack types that do not count towards this timer.

These Pack Types do not count towards the Bonus Heirloom Shards:

Collection Event Pack

Thematic Event Pack

Milestone Event Pack

Collection Retro Pack

Any packs that might provide replacement items

It seems some of the packs you're counting may have been one or more of these types, as you're not quite at that 500-pack point just yet, but shouldn't be too far off at this point.