heirloom bug

Heya,

Are you counting collection event packs as well?

Keep in mind, as per the FAQ, that collection event packs do not count towards the 500 pity pack counter.

Will Apex Packs have bad luck protection?

Yes! Bad luck protection is available for Legendary items in all Apex Packs (excludes Collection Event Packs). Bad luck protection means that a player cannot open more than 30 Apex Packs without receiving a Legendary item.

EA - Apex Legends FAQ

As there have been quite a few collection events, I think there is definitely a chance that these packs could have attributed to a decent chunk of your count.

Could you check if you are still over 500 packs if you take away the amount of collection event packs you have opened?

no Im not counting event packs just normal packs 

Hi ​ ​ ​ ​@lixwai

It's most likely that you have made a miscalculation on the 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 210 of the 500.

Best of luck. 

I keep track of my account both digitally and on paper, and mine currently shows 592. In the last two months, excluding BPs, I've opened around 200 packs. My account level and the BPs I've opened are clear, but EA still isn't helping.

Please see the very recent announcement (linked below) by Respawn for more details.

@apexlivecomms update 9th April 2026

If you haven't yet received Heirloom Shards, that would just mean you're not quite at 500 packs opened. So unless you're lucky and get a lucky drop in a pack before that point, you can 100% expect to see them when you cross that 500-pack mark.