Forum Discussion

New Rookie

2 days ago

missing heirloom and cosmetics

Hi, I’m looking for help recovering my original EA account that was linked to my PlayStation for Apex Legends. I first played Apex on PS4 around 2019 and had progress, skins, and stats on that ac...

missing content

playstation

Smellbag0_0

New Rookie

1 day ago

hello again!

so i have just logged into apex on ps4 and i can assure this is the right account. I have a badge from season 4 of apex and season 4 was in 2020. (the time i played and unlocked my heirloom was between late 2019 to early 2020 also remember this account says it was created in 2023) i can provide proof of this badge if you wish but still no heirloom so it seems i have some progress but not all of it. now ea agents have told me this is an issue with unlinking accounts that messed up the merge however this account was like this (missing heirloom/cosmetics) before i ever linked or unlinked anything on my ea account as i only tried linking to steam after logging in n the ea app on pc to check if my progress was there which it wasnt so only AFTER this did i ever try linking/unlinking steam. Please let me know what i should do moving forward. also let me know if you need any screenshots/proof form my playstation account on apex.

one last thing i would like to ask is is my heirloom gone? completely lost? is there a way for me to ever get it back weither that be refund of shard or reversing the merging/ linking of accounts?

Thanks!

EA_mplsnow

Community Manager

1 day ago

Hey Smellbag0_0,

Thanks for the additional context!

It sounds like sometime in 2023, your PSN account was unlinked from the pre-2023 EA account and linked to the current EA account. It is strange that some of your badges and progress were carried over, since game progress and items are stored at the EA account level, and this strangeness might be what live support deemed to be the result of a merge. But ultimately, it was that unintentional unlink that severed your access to those heirlooms and progress.

Since unlinking comes with risks like losing item unlocks, rewards, and progress, there's a chance your heirlooms are gone. However, there's also a chance that the old EA account might still hold your missing items and progress, and regaining access to that account is your best bet. Once you find the email address associated with it, contact live support for help recovering the account. Please avoid unlinking in the meantime until the correct account is located to avoid further data loss.

After recovering the old EA account, check if your progress or heirlooms are in-game. If they aren't, please contact live support again for help with those missing items. It might be worth letting live support know what your gamertag was as well for more context. Unfortunately, the effects of unlinking can be permanent, so if the heirlooms are still missing, I'm afraid there won't be much that can be done if live support says so.

Smellbag0_0
New Rookie
1 day ago
Thanks for the response,
my ea account that I had the heirloom on was originally tied to my mothers email as I was young when it was created therefore at the time didnt have an email of my own. I do have a theory on what may have happened. I just recently (about two weeks ago) gained back access to this ea account (the one under my mothers email which my heirloom and ps4 progress was on) and I wanted to remove my mothers email from the account and replace it with one of my own just for ease of access. However I think that when I changed the email from my mothers(original) to my own (updated) there may have been an ea account already attached to the updated one which caused both of these accounts to merge. Is this possible? And likely? The reason I’m asking is because I am now absolutely sure the original progress was on the ea account under my mother’s email. And that is the only thing I can think of that may have lost some of my items.
if this is the case is there grounds for me to get my heirloom back through a reinbursment of the item or shards used to make it? As I had no inclination that merging accounts through updating a specific accounts email was possible nor was I ever notified this would happen during the time I was attempting to update it.
dont mean to be a burden I just simply want to try my best to get the item back because of how rare it is.
thanks in advance