Hi @tron20X6
Unfortunately this is an issue that we can't help you fix from the forums.
You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.
Please include the exact name of the heirloom, the exact spending price (600 Sim cash) and, if possible, the exact date and time it happened as this information will help the advisors locate the purchase.
Community Manager
