While this continues to be investigated, Game Masters should now be able to help in cases where they can verify that your account is affected by a bug.
Keep in mind that if you already had 3 of these pets you would not receive a 4th, due to the limits on how many of a specific pet you can have.
Before opening your ticket:
- Wait 24 hours after claiming it from the shop.
- Make sure you try fully disconnecting from the game and logging out of the Blizzard Desktop App (the launcher). We’ve seen this work for some folks after a couple of tries.
- Check the number of pets you currently have collected. If you are full, at the default (1000) then you will need to increase your cap using a Pocket Pet Portal or Interdimensional Pet Portal. Alternatively, you can drop below the cap by caging/releasing pets.
If you’ve completed the troubleshooting above, then go ahead and file a help ticket. If you previously filed a help ticket, you may need to submit a new one or reply to the previously closed ticket.