I opened a lootbox mid queue, and i saw the rarities (one was a legendary) pop up as i got into a game. after the game it took me to the lootbox screen and opened an empty lootbox. it reset my guarunteed legendary counter too. idk if i got any rewards because nothing signals new items in the hero gallery. for all i know i was stripped of my rewards. reloading the game didnt help either
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I’m having a similar issue 
opened one of my legendary loot boxes as someone in my group pulled me into practice range and my legendary loot box disappeared. I had another one to open too and it also seems to be gone. I looked in my loot box history and it says it’s been opened and I got Doomfist Jötunn skin, but upon inspecting Doomfist, I don’t have the skin. Really really sad, I hope I can get my loot boxes back.
There is a Loot Box History that will give you the names and rarity of the items you got. However, it does not specify who it was for of the type of cosmetic it was.
- From the main menu, go to “Loot Boxes”.
- Confirm which type of loot box you opened (Loot Box, Epic Loot Box, or Legendary Loot Box)
- On that specific tab, go to “Details”, then select “History”.
Double-check that you were on the “Legendary Loot Box” tab before going to “Details” to get to the History of your legendary loot box.
This is something that Support should be able to help with. If you have the proof of receipt in the Loot Box History and it’s not available in your Hero Gallery, they should be able to help resolve your issue.