No keys in ANB

[QueenMars]

I have not receive my 3 keys for reaching level 20 in the current ANB... I did not get any during the previous ANB I thought it was just a glitch.

When I go to I go to Misty Island and press Play, it says I have keys in my mailbox, but there is no mail.

Was there a change that I missed?

[Travis | Support Mgr.]

Dungeon Keys are sent to your active hero when the keys are delivered. So, if you last played with a standard hero before logging out for the night, your keys were sent to your standard heroes' mailbox. If you want your event hero to receive keys, your event hero needs to be the active hero when it's time for keys to be delivered.

[QueenMars]

Both times they were the active player... I received my ANB reward for reaching level 20, but not the keys. I always got them before; I would reach level 20 and get two mails in my inbox, one with the reward and o e with the first set of three keys. The last ANB and the current ANB I did not get the keys.
BTW, I'm not really a newb... I've been playing for years.

[Travis | Support Mgr.]

It's because your standard heroes' stash has 19 keys. Use up those keys and you'll receive more.

[QueenMars]

In all the years I've been playing ANBs, the number of keys for my main player never determined getting keys for my ANB toon... is this something new? Since an ANB toon does not have access to the stash, how is that fair?

[QueenMars]

And I actually have a total of 88 keys in my stash...

[QueenMars]

My main toons are Dewa, Dewahunter, Dewafightr, Dewamagic, and Dewamage

[Nhat]

There's been a quirk with the keys mailing for a while... make sure you claim AND clear all mail, just claiming the keys is not enough, you need to clear/delete the actual mail too.

Keys check is done for the current active char on startup, so check mailboxes, clear out mails, select your ANB char, then close the game. Give it a bit of time, and then restart, you should get keys... hopefully, unless something else is stuck...

[QueenMars]

I've never had to clear my mail before and I always got the mail with 3 keys as soon as I reached level 20; it's just the last and current ANBs that I only got the reward mail and not the keys. Also, when I go to the island to play, it says I do not have any keys but I do have 3 in my in-game mailbox. Yet, when I go to the mailbox, there is no mail.

I only play on my mobile phone and never log out of my game. Do you think logging out and back in might help?

[Nhat]

Sorry for the delayed response, was hoping I could find time to run ANB to test, but was too busy to do so, so couldn't confirm nor deny the situation... things can go wrong between releases, so it could have been something new or changed.

Having said that, there's no reason for keeping the mail once you have claimed the item, and having them there may be causing the issue with the current version, since you mentioned you have done the same in the past. I usually just press [Clear message] straight after claiming.

Worth a shot to clear them all out and see if you get any keys. Leave the ANB char selected when you close the game, and then reopen after 10 minutes or so. I also play only on my mobile, and hardly logout at all - other than for the rare tests involving new accounts, or testing the login/out process.

Edit: clear mail in ALL available mailboxes: Normal, ANB, Gone Rogue. Yes it may be a bug, or a new way of checking things... however the potential work-around is easy enough to do, and could also reduces other potential problems - too many mails has been a source of performance problems in the past, for example

[QueenMars]

I'm very confused by Travis and Nhat's response... I have been playing ANBs for at least two years and I have always received the mail containing the first three keys when reaching level 20, regardless of the number of keys in my main stash.

The game is telling me I have mail, but it is not there.

Any ideas?

[Travis | Support Mgr.]

When you have an event hero, you have 2 separate mailboxes - one for your event hero and one for your standard heroes. Check you standard heroes' mailbox.

[QueenMars]

Okay... third ANB with no keys at Level 20. I would say there is definitely a glitch.

And no, there is no mail in my main character's inbox.

[ShotDead]

I don't (ever) get the crafting quests in any ANB (Visit Ingrid/Craft Item/Salvage Item and so on) and have to buy crates for initial crafting. May be something like that happened with you but for Keys

[Travis | Support Mgr.]

Like I said in my response to your DM, Dungeon Keys were originally intended to be sent every 8 hours (1 key every 8 hours) for a maximum of 3 keys per account (across all heroes), but it's always been a bit quirky/bugged. If you're still having trouble when you have fewer than 3 keys across all of your heroes, let me know.

[QueenMars]

So, stand-alone ANB toons will no longer get keys as long as there are more than 3 in the main account stash; even though ANB characters do not have access to the stash. Is that correct? This is new, since obviously, the only way I could have accumulated so many keys was from ANB events. Something changed...

I'm disappointed because I do like to play the island during an ANB for the good gear.