Guaranteed Heirloom not received

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.

I had to ask google as its the weekend, but it says the following as to how to see your transaction history:

PS5:

1. Go to Settings > Users and Accounts.
2. Select Account > Payment and Subscriptions.
3. Choose Transaction History and set your date range.
4. Select the specific transaction for the Apex pack or coins to view your proof of purchase (Order Number and Transaction ID).

PS4: 

1. Go to Settings > Account Management > Account Information.
2. Select Wallet > Transaction History.
3. Choose the date range to locate your purchase.

Or there would be email reciepts for each transaction.

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

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. 

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. 

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.

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.