Heirloom

Not sure if this helps, but if you'd like a comparison, my account is near level 1000 right now (near the second reset) and I've been playing close to 4 years and grind every battle pass, and I just got my very first heirloom a week ago.  I have no idea whether this was luck or the gacha pity (500 packs).  I never purchase packs except the ones that come with the battle pass (I get the paid level every season) so maybe that's why it took me so long.

Hi ​ ​ ​ ​@romannw4

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 229 of the 500.

Best of luck.