# \[Not a Bug - Support ticket received\] Purchase error report fell thru cracks? **URL:** \ **Category:** Bug Reports\ **Created:** [December 27, 2019, 6:14pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305 "2019-12-27T18:14:31Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![isaro](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/isaro/32/71469_2.png) [@isaro](https://community.gemsofwar.com/u/isaro)\ **Post date:** [December 27, 2019, 6:14pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305/1 "2019-12-27T18:14:31Z")
**Platform, device version and operating system:** iPad (6th generation), model: MR7J2CL/A, iOS 13.2.3 **What you were expecting to happen, and what actually happened:** \_ on Nov. 25th I reported that I did not receive a weapon (Ragereaver) that I purchased from a Flash offer on my iPad. I do know that you’ve all been v. busy w. your newest upgrade, so I expected my report to be dealt with in a longer than usual amount of time. I didn’t expect it to be a month, though. Did I fall thru a crack in the system? It happens, but I’ve stopped purchasing anything from GoW on my iPad (I still purchase thru Steam though). It’s a bit of a pain, but manageable. The loss of the money is a bit of a sore point, but your support folks have been so good up to now, that I’m not anywhere near irritation yet. **How often does this happen? When did it begin happening?** - happened once, Nov 25th **Steps to make it happen again** - afraid to try! ---
**Author:** ![Jonathan](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jonathan/32/66724_2.png) [@Jonathan](https://community.gemsofwar.com/u/Jonathan)\ **Post date:** [December 27, 2019, 8:18pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305/2 "2019-12-27T20:18:41Z")
Hey @isaro – definitely submit a support ticket if you haven’t already – that’ll be the best way for you to get the weapon you didn’t receive. [https://gemsofwar.zendesk.com/hc/en-us/requests/new?ticket\_form\_id=360000013615](https://gemsofwar.zendesk.com/hc/en-us/requests/new?ticket_form_id=360000013615) The bug report you made is more for providing info to the devs so that they can fix whatever caused this, to make sure it doesn’t happen again; the support ticket is to make sure you get your rewards 😁. You’re definitely allowed to bump up your report if it’s fallen off the front page/been a while and you think it’s been missed, though 😀 (e.g. if lots of other reports have been responded to or marked but not your one): > [@Changes to bug reporting](https://community.gemsofwar.com/t/changes-to-bug-reporting/60182/12): > > I think it’s fair though that if a bug report has been bumped off the first “page” without any sort of Dev acknowledgement that it can be bumped. (Here’s a link to the original report:) > [@Purchase of flash offer didn’t go through](https://community.gemsofwar.com/t/purchase-of-flash-offer-didn-t-go-through/59508): > > Platform, device version and operating system: iPad 9.7” iOS v. 13.2.3 Screenshot or image: What you were expecting to happen, and what actually happened: tried to purchase the flash offer for the weapon Ragereaver today, purchase went thru (I was charged for it) but I received an error msg saying that there was a problem w. the purchase. It was correct, I didn’t receive the axe. However, I did restart the game just to be sure and a vault key that I thought I purchased on the weekend did sh… ---
**Author:** ![isaro](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/isaro/32/71469_2.png) [@isaro](https://community.gemsofwar.com/u/isaro)\ **Post date:** [December 27, 2019, 10:22pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305/3 "2019-12-27T22:22:58Z")
thank you for the reply and the info in it. I appreciate the help! I’ll definitely submit a support ticket this time. Hopefully this time someone will see it. ---
**Author:** ![Kafka](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/kafka/32/33529_2.png) [@Kafka](https://community.gemsofwar.com/u/Kafka)\ **Post date:** [December 29, 2019, 9:56pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305/4 "2019-12-29T21:56:07Z")
@isaro I’m very sorry we missed your original ticket! If you tell me your ticket number I’ll get onto it right away! I’ll find out what happened. EDIT: found your new ticket and answering now! On a side note we never received a ticket from you about this before then. I thought maybe it went to the wrong inbox or something but we didn’t receive one at all ☹ ---
**Author:** ![isaro](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/isaro/32/71469_2.png) [@isaro](https://community.gemsofwar.com/u/isaro)\ **Post date:** [December 29, 2019, 11:55pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305/5 "2019-12-29T23:55:25Z")
please don’t apologize, it’s not a problem on your end. This one is totally on me. I didn’t submit a ticket originally, I thought that I was supposed to just put a bug report in the forums (that’s not a ticket, right?). I don’t know if this will help, but I did put in a ticket recently after I was told to by a forum member, the # for it is 85038. ---
**Author:** ![peacefull](https://avatars.discourse-cdn.com/v4/letter/p/edb3f5/32.png) [@peacefull](https://community.gemsofwar.com/u/peacefull)\ **Post date:** [December 30, 2019, 12:24pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305/6 "2019-12-30T12:24:55Z")
hey kafka - they didn’t submit a ticket but I did nearly 2 weeks ago. That was ignored and the ticket number followup as well, I posted it under support - maybe you’d like to follow it up… best wishes for the new year ---
**Author:** ![Kafka](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/kafka/32/33529_2.png) [@Kafka](https://community.gemsofwar.com/u/Kafka)\ **Post date:** [December 30, 2019, 10:23pm UTC](https://community.gemsofwar.com/t/not-a-bug-support-ticket-received-purchase-error-report-fell-thru-cracks/60305/7 "2019-12-30T22:23:35Z")
Hi @peacefull sorry for the wait, we have a large number of tickets due to the holidays and we’re also understaffed due to the holidays so there’s a longer wait than usual for tickets ☹ I did grab isaro’s ticket straight away as it was a purchase issue from a month ago - we don’t want to mess with anyone’s hard earned money and even though s/he didn’t submit a ticket I needed to handle that while the logs were still relatively fresh in order to help them better. I’m sure I will reply to you soon too. In the meantime I hope you’re enjoying the holidays 🙂