Good evening Arkayen,

While I can see that you’re also in conversation with our Accounts team via the web ticketing system (and we regrettably don’t have any additional functionality that they don’t), I’ve performed another ‘refresh’ on your account and would ask that you please log out of both the game and the website, delete the folder named ‘Cache’ from your World of Warcraft directory, and then attempt to log back into the game and create a new level 1 character.

Please do let me know how you get on, and whether it helps. :)

Hmm, I’m rather sorry to hear that, Arkayen. :(

I believe the delay could therefore either be being caused by the fact that your original order is still marked as ‘Queued’ within our systems here, so may not have fully cleared just yet, or potentially if your account still has Starter Edition restrictions active – you seem to have upgraded only quite recently if I’m not mistaken, so I wouldn’t be entirely surprised if any remaining limitations on mail system use aren’t helping the matter.

Edit: Apologies for the confusing timing with my post!

It’s actually entirely normal for the “social” restrictions to persist in-game for up to 72 hours after having originally upgraded the account. This is to account for any delays with payment processing, but it’s usually always possible to level past 20 almost immediately after upgrading. :)

Greetings also Swanyuki,

(Apologies, the response above wasn't intended for you – it was bad timing on my part, but even the second section was also meant for Arkayen.)

Having checked your own orders too, I can confirm that they’re also marked as ‘Queued’ (although the pet and mount have been added to your Battle.net account on our systems here, so I wouldn’t worry about any errors during redemption).

I’ve tried a quick ‘refresh’ on your account also, so would ask that you please fully exit the game before logging back in and creating a new character.

If this doesn’t work, I’m afraid it may simply be a matter of waiting a while longer for the order to finish processing, but I’ll be around again tomorrow so you’re welcome to keep me posted on any developments either way. :)

Hello again Swanyuki,

Logging out (including fully exiting the game) and then back in, and creating a new character wasn’t successful?

I can’t guarantee it will resolve things, but I don’t see any recent new characters on your account, so if you did have time to try it then it may potentially help speed things along a little.

Do let me know. :)

Aww, then I’m again sorry to hear that. :(

It’s possible that it could still have helped a little, but I guess not enough. I’ll be around for much of the day tomorrow though, so either you or Arkayen are welcome to return to this thread and let me know if anything changes.

I’ll also keep an eye on things on our systems here, but I’d sincerely hope that once the orders have fully completed you should both receive your pets.

In hopeful anticipation of better news on the morrow, and thanks for trying that for me nonetheless. :)

Hello again Arkayen,

I’m sorry to say that I disagree with any response you may have received concerning not having placed an order originally – I can in fact see your original order on our systems here, as well as the fact that it’s still ‘Queued’ (which, unfortunately, a number of orders currently are due to the influx of requests at the moment).

This order ‘queue’ is, as far as I’m aware, the main reason why you won’t yet have had the mount awarded to all characters on your account, although as I explained above it wouldn’t yet be possible to collect any such items from the mail until your account upgrade has finished processing (which can take a maximum of 72 hours).

With regards to your second order, I’m currently checking into this and will post again in just a moment. :)

Right, although both your orders appear to have been accepted by our systems here (in terms of successful payments, at least), I will happily try and cancel the most recent one for you if you wish.

I’d actually advise against cancelling the first order, however, as it’s been successful and will likely have worked its way up the mount ‘queue’ a fair bit considering you placed it during the early afternoon.

Cancelling both orders now would unfortunately mean that any new order attempts would start at the back of the queue once more, and could therefore create a further delay in the mount arriving (once the remaining “social” restrictions had been removed from your account, of course).

Apologies for posting again, Arkayen, but I can see that you’ve now placed a third order for the mount using a different payment method.

Unfortunately I won’t be in the office for much longer tonight, but if you do return and see this before I leave, please do let me know whether you’d like us to cancel any of the pending orders.

As I mention just above, the original order itself actually still looks correct (and is only ‘Queued’ on our systems, rather than ‘Failed’ or unsuccessful in any way), so I stick with my earlier recommendation not to cancel the first one.

However, if you’d like to use the 'new' payment method instead, and don’t mind potentially waiting a little longer than you’d otherwise have to, you’re obviously welcome to proceed with the third order.

Do either let me know, or edit/update your web ticket accordingly. :)

Greetings again Arkayen,

Please accept my apologies for the slight delay in picking this thread back up today – we do indeed have members of the team working 7 days a week, but unfortunately not around the clock, and I’ve only just recently arrived in the office myself.

I did see the first response you received, stating that no order had been made, hence my statement last night that I disagreed, and I believe there must have been an error of some kind concerning the reply itself – so apologies also for that.

With regards to the response you received this morning, I admit that I am again confused, as you’re quite right in stating that all three orders both appear to still be ‘Queued’, as they were last night. I’ve passed your most recent set of web ticket responses along to a member of our Accounts team, however, so hopefully it will be possible for us to clear things up this time. :)

Finally, concerning your last point, I fear that perhaps I wasn’t as clear as I could have been last night. To explain, there are two delays at work here, both of which will unfortunately contribute to the fact that it’s likely to still take a while longer before the mount arrives on your account.

Firstly, the account has only recently been upgraded from Starter Edition, so won’t have any access to remove items from the mail until the payment for the upgrade has fully completed processing (which can, as mentioned before, take up to 72 hours).

Secondly, there’s unfortunately still quite a queue for all purchases of the Heart of the Aspects mount, so this has unfortunately created a certain amount of unavoidable delay while all the awaiting orders continue processing.

I do apologise again if I didn’t describe that fully in any of my earlier posts, but hopefully you’ll be able to explain to your son that the mount may not necessarily arrive today.

Good morning Arkayen,

Apologies for the slight delay again – hopefully you’ll see this from work, still. :)

I’m truly very sorry to have to tell you this, especially after all the kerfuffle over the weekend, but it looks like all your recent order attempts (including the Starter Edition upgrade) have been declined as an indirect, and very much unintended, result of the cancellation of the two earlier orders for the mount.

I’ve spoken with a member of our Senior management team, however, and they should hopefully be sending you an email shortly (so do please keep an eye out for it). Please also accept my apologies in the meantime, as it looks like this situation will have ultimately been our fault.

Hello again Arkayen,

I can obviously appreciate your frustration under the circumstances, but would still urge you to please check your email at the earliest possible opportunity. Apologies if it’s not possible for you to do this at work – I hadn’t anticipated that fact, and was hoping to have been able to time my response earlier this morning to coincide with its receipt.

The above may seem a little cryptic, but it’s regrettably all I can really say on the forums – hopefully all will be explained once you’ve read the email, however.

I’m so glad to hear it – please pass along a “hello” from us to your son, and I do hope you’ll also get a chance to enjoy some of the many and varied aspects of the game along with him (even if the account is mainly his domain in terms of the actual playing part!). ;)