Getting Heirloom Shards

I have been playing this game since season 1 and never got heirloom shards. I'm pretty sure I opened way more than 500 packs but I never got the shards. I switched to steam a while ago and that reset my level. I am now thinking that it also reset the 500 hundred packs needed for heirloom shards pity timer. Do you have any experience with this?