Can't pick hero after training

Hello, a friend of mine is having issue picking up one of the three heroes given after finishing training. It says “retry later” and it also prevents him from picking any heroes, he has to play in random selection every game… We tried some things to fix it but nothing worked out.

Sit in-game at the Home screen (Hots tri-blade logo) for couple minutes. The gift notification should eventually appear on the right side.

Yes but once he clicks the notification and he tries to pick a hero, it just won’t work and says “retry later” :confused: