So I purchased the season pass a few days after the release of Alani. Do I not get a hero key for her? I didn’t receive one so I’m worried it didn’t count.
Check after rebooting the game, assuming your stuff is downloaded and your shift account is linked and whatnot. Just periodically check.
There is a bug on XB1 affecting everyone who bought a season pass after the early release (as well as quite a few who bought before but didn’t unlock immediately, it would seem.) By all means do what @kennysded suggested, (and reboot your XB1 as well).
Here’s where to file a support ticket if that doesn’t work: