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Craig_H0rner's avatar
Craig_H0rner
3 years ago
Solved

I have not received the heirloom

Greetings.

I have all 24 items from two collection events, but still didn’t received heirloom items for Loba and Seer (don’t remember events name). 
I contacted with chat support advisers two times and they said that they can’t help me. I said that I have paid for those items and collection event packs, but they didn’t helped me. 

  • EA_Mako's avatar
    EA_Mako
    3 years ago

    Hey @Craig_H0rner,

    Please keep in mind that in order to receive the final reward from collection events you need to unlock all items during the event.

    You will not be eligible for the final reward if you complete the collection after it has ended, even if you received the cosmetics from the event packs. 

    For example, the new Imperial Guard collection event started today and will run through until March 21st. All 24 cosmetics must be unlocked before this date to receive the new Heirloom, simply purchasing the correct packs is not sufficient. If you purchase packs for an event, make sure you open them before the event ends.

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  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    3 years ago
    @Craig_H0rner,

    I'm afraid that's correct, yes. As the packs were not opened and the items not collected while the event was active, the account would not have been eligible for those heirlooms and they'd need to be acquired with heirloom shards instead at this point.

    I know that's not quite what you were hoping for, though I do hope that clarifies things a bit more for you regarding why they didn't initially appear.

    Thanks for confirming that current heirloom set worked normally here!
  • Craig_H0rner's avatar
    Craig_H0rner
    3 years ago
    @EA_Mako But I thought that I was opening those packs during second collection event that was associated with Seer.
    What is the difference if I opened the packs after the event? I have bought all packs during both collection events after all.
    And also I want to ask your help in this situation and get heirlooms. Please understand me. I bought all of those packs via real money. I spent them to acquire those heirlooms.
    Even on that screenshot the description says like it is possible to open packs after the event and acquire the heirloom.
    Can you please solve that problem for me this time? Just imagine yourself on my place. I am really sorry but I did not have an opportunity to open those packs by myself.
  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    3 years ago

    @Craig_H0rner 


    To be clear, having the packs does not mean you've completed the collection. You need to have the actual items associated with the collection, as shown in the screenshot you attached earlier.

    Those are not added until you open the packs, so if the packs are not opened until after the event ends, as in your situation, unfortunately the heirlooms would not be granted. We are unable to manually provide these, so since the account didn't qualify I'm afraid we won't be able to assist with that particular request, sorry.

    For reference please feel free to check out our prior blogs as well, for instance the Seer collection event also provides the same clarification as our current event:

    Enchant your opponents in the Spellbound Collection Event (ea.com)

    If you unlock all 24 cosmetics before the event is over, you’ll automatically receive Seer’s new Heirloom, the “Showstoppers”!

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