Spent Green Heirloom Tickets but did not receive Heirloom Chests

[Lestat517]

Player ID 1003016465690

[EA_Mai]

I wouldn't have explained better what to do in this situation, Phantomlover1717! >> https://answers.ea.com/t5/Bug-Reports/Open-Not-receiving-Heirloom-Chests/m-p/6864017#M5256

Thanks again for your reports and sharing your player IDs with us!
-Mai

[rmw8855]

This happened to me too.  ID# 1003565723182

My sim completed at least 2-3 stories so I know I should have gotten an heirloom.

[stolie77]

I just got an email saying I received it but I DID not!!!! Where is it supposed to be? Why are they trying to close out my ticket when it is obviously a bug?!? This is so frustrating. Do they not look at this?!?

[goksues]

same heirloom problem here.

my player ID: 1003653393448

i lost 75 green heirloom tickets.

can you fix it?

[SimGuruMaaike · Accepted solution]

Hey everyone, we're looking into this issue. What would help us a lot, if you could record a video when this issue happens in your game. You can do this by either using screen capturing functionality of the device or by using the video camera of a 2nd device. Please do make sure the video does not contain any personal identifiable information

SimQARobo has created a post with some methods of sharing files/videos with us: https://answers.ea.com/t5/Bug-Reports/INFORMATION-How-to-Send-User-Files-to-The-Sims-4-Team/m-p/6065... (One Drive/Google Drive for example) 

Thanks!

Edited: Also, if you remember, can you give us date/time that this happened? The more exact you can be with the time, the better. That would also help our investigation  

[mrdoggie94]

I spent 75 green heirloom tickets (bought 3 heirloom chests) but I didn't receive any.

My player ID: 1003048863868

Spent it just now. (June 23 2018, around 6.30 pm GMT+7)

[Tonishipp]

ID:1003363770063

ive been having the same issue

[drgardentanat]

same issue

id 

1003470593912

[itsplashes]

A new infinite family chests bug is related to this: https://answers.ea.com/t5/Bug-Reports/Infinite-Family-Chests-in-Heirloom-Store/m-p/6881447. If you have that bug, any new chests you buy will eat up heirloom tickets but not give actual heirloom chests or heirlooms.