Disappearing Gem Store purchases

#1 - Sept. 17, 2013, 11:25 p.m.

I have seen a few posts on this in the past, and I was wondering how others have handled it. I purchased an item that is no longer available from the gem store, but never removed the item from the mail.

I saw the mail and the item but did not remove it, and life got busy and I did not log in for a few weeks. When I logged in again, I could not find the item I purchased. I deleted all mails so that it got to 0/10, and my Gem Store purchase history shows where I purchased the item, but I can’t find it.

I put in a ticket and I keep getting back responses that say they want the date and time of disappearance. I don’t see how I can get that considering I wasn’t even logged on for more than a week. Support confirmed they see the purchase, and I’m pretty sure they can see that the item was never placed into any inventory. Is there something that I’m missing? Any help would be appreciated.

Gaile Gray

#3 - Sept. 18, 2013, 10:25 a.m.

You need to continue to work with Support; there’s nothing we can do about this through the forums. Game logs are enormous. That is why the team is asking you to narrow down the time period in which you had the mail. To do otherwise is to dedicate a support agent to hours and hours of log-reviews, and I’m sure you can appreciate that that is not a reasonable proposition. Too, many times when the research is conducted, the team finds that the player was mistaken and that he did not have the item, or that he had another item, or it was on another account, or he forgot he sent it to a friend or sold it on the Trading Post, or something of that nature.

So please forgive the repeated requests for a time period, but otherwise, looking for this mail is like “looking for a needle in a haystack” and crawling through potentially months of game logs for the account is not a practical means of research.

Thank you for understanding.