Forum Discussion

Rising Rookie

Re: Apex lost heirloom

Hello,

recently i have tried to log into my psn apex account on pc through the ea launcher.

however there seems to be an issue with my progress, its a long story so ill break down as concise as i can. Recently i got a hold of an old apex account i played on from 2019 to around 2021 and i wanted to use it on pc as this account had an heirloom which is very rare. Now when i got back into the old account i realised the old account was tied to my mothers email since at the time i first played apex i wouldve been too young to have my own email. Due to the fact im older now and have emails of my own i wanted to change the email attatched to this ea account from my mothers to my own. once i did that i tried to log into apex through the ea app on pc upon entering apex i realised the account was the ssme level had the same name but i didnt have my heirloom or any of my cosmetics. So i had a look at the account and heres were things get weird.

I contacted ea support multiple times over 2 weeks each agent told me that i must be using the wrong account as the account i was refering to was created in 2023 when ive been playing apex since 2019.So I went through every old email i had and family members emails but no other email had any progress on it. So i thought the account email was lost to time and i couldnt find it. This was until i logged back into the account(the 2023 one which used to have my mothers email) and realised that i had a badge in apex from season 4 of apex. Season 4 was in 2020 and this is on this account even though it says it was made in 2023.

What I believe happened: I think when i changed the email (attatched to the ea account that had my heirloom) the email i changed to must have had some form of progress somehwere(which i was unaware of) this resulted in the accounts merging without my knowledge and messed up my items/ inventory. Like i said before the account level is the exact same as it was on ps4 but im missing cosmetics and an heirloom.

I can provide images to prove that i played apex in 2019 through psn throphies i can also send a screenshot of the badge i earned in season 4.

All i want from this is my heirloom back. Could i get it back via reincursement of the heirloom itself or the shards used to craft it because of the fact that when changing the email attached to the account i had no inclination that this merge could or was going to happen ie: no warning, no notification and no email that accounts had been merged.

thanks in advance!

9 Replies

EA_Mako
Community Manager
15 hours ago
Hey Smellbag0_0,

I've merged your new post to this same thread.

There is nothing more we can do until you find the original EA account. EA accounts do not merge together, you cannot create a new one if another EA account already exists with that same email.

No one doubts you've been playing since 2019 on the PlayStation. It was simply attached to another EA account at the time. That is where your previous progress would be, and the only way to try accessing that would be to re-link your PSN back to whichever the original EA account was.

We cannot manually give you an heirloom or other items as your progress is still on the original EA account. Please reach out to support if you're trying old emails and have trouble accessing an EA account that may have used them.
Smellbag0_0
Rising Rookie
14 hours ago
i can assure you that i am on the correct account there is now doubt. when i logged in on ps4 the exact same account i have on pc is there. on this account it has a badge from season 4. the account with the heirloom is the only account i played on at that time so there is absolutely 0 chance that this account is the wrong one. my progress was lost as soon as i logged into this account except for the badges. can i provide images to prove this and show you what i mean?
Smellbag0_0
Rising Rookie
14 hours ago
please allow me to send screenshots to prove this it will be in the next post
EA_Mako
Community Manager
14 hours ago
You're welcome to attach images that don't show any personal or account details Smellbag0_0, but I've already seen what you're discussing when looking at your account here, and as we've already mentioned, the EA account you're posting on was not created until 2023.

There is another EA account.

That EA account has your progress.

You need to connect your current PSN back to that EA account to try recovering anything.
Smellbag0_0
Rising Rookie
14 hours ago
here is my account as you can see its a member since 2023
here is that same account in game in apex legends
here is a badge earned by reaching level 6 in the season 4 battle pass which was in 2020 on this same account that says its been a member since 2023.
This is without any doubt the account i played on when i had my heirloom. as the only account i played apex on at this time was my ps4 one.
Smellbag0_0
Rising Rookie
13 hours ago
please do not leave me without response as when i showed this to ea agent they just ended the chat and left me with nothing
EA_Mako
Community Manager
13 hours ago
No Smellbag0_0,

The badge simply means an account with that progress had been connected here at one point. Those will occasionally remain visible regardless of the current platforms. This account was not created until 2023 as we've confirmed multiple times now, and cannot be the account you were playing on back in 2019.

Once again, there is another EA account and you'll need to track that down to try recovering any missing progress.
Smellbag0_0
Rising Rookie
13 hours ago
if thats the case how is it possible that an acccount made in 2023 has a badge from season 4? also as i have mentioned previously the account my heirloom was on was originally connected to my mothers email due to this fact i changed the ea account associated with it to my own so then it should just be the same account just under a different email right? if i was creating an account using my mothers email i wouldve had to have been young enough not to have my own email. but originally this account pre changing of email was connected to my mothers email therefore it would have had to have been created much before 2023?
Smellbag0_0
Rising Rookie
12 hours ago
i am 100% sure thwe account attatched to my mothers email has the heirloom if i try to log in to ea using my mothers account it says it doesnt exist therefore the email change made to that account has worked. but logging in using the email it was changed to brings me to this account.
also is there an ea phone number i can call to explain this as it would be easier to explain