Mail Return Tool Not Working & Only Loads Customer Support Ticket

Support Customer Support
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I won’t go into the whole story here but offline for nearly 60 days due to an emergency that happened right in the middle of a lot of transactions between my characters while house cleaning. Unsure why but when I was finally able to log back in I did get some of my mail in my inbox set to expire in 16hrs, this is like 60 days after it was sent even though mail is supposed to get deleted after 30 days. But I am still unsure if these were all my transactions. So I tried digging around the website and was directed to the mail return tool link. But the link only brings up a customer support ticket even though the same paragraph said that support doesn’t deal with lost mail. So I sent a ticket anyway because that’s where the link sends me. There is no mail return page at this time. Never used it before but read about it in help forums. Anyway, sent my ticket to request a little help and sure enough they are too busy and don’t deal with lost mail and instead sent me the link to the mail return page, which of course only brings up another ticket. So I selected unresolved with my first ticket, it kicked it back to support again and a game master sends me this mail recovery link again and tells me mail is deleted after 30 days, neither of those things are accurate.

So this post is to bring up the fact that Mail Return isn’t working and is bringing up a ticket to bug customer support over it. Secondly, why did I get ANY of my mail when I logged in nearly 60 days after sending it? I was moving a lot so unsure if this is most or all. Is mail being resent after 30 days or what? I am positive that the mail I did receive was much older than 30 days, yet it was there in my mailbox… I don’t remember which character I sent mail to and from exactly, so is it possible that the original mail was sent to one character and returned back to the original sender after 30 days?

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I believe that’s how it works, it gets sent back to the sending character if it hasn’t been claimed by the recipient, and the timer starts again before it’s deleted.

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The self-help tool was deactivated not too long ago. There really wasn’t any warning about it. We only found out here when one of us tried to point another player toward the tool and discovered the same as you. No ETA on when it’ll be reactivated as yet either.

Generally speaking, your mail will be deleted after 30 days. It used to kick back to the sender for an additional 30, but they stopped doing that due to so many people using their mail as additional bank space.

As to the mail that lingered? Perhaps an SFA can offer some insight. It may have been a bug, it might have been something else entirely.

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That makes sense then. Guess I was just in time too, with 16hrs left before deleted permanently. Unlikely but unsure if it was everything I was sending in the days leading up to hiatus but at least I didn’t lose everything.

The mail recovery tool sounds very useful, no idea why it’s not working though and is sending you to bug customer service, and customer service sends you back to the recovery tool :confused: I dunno that they are fully aware of this and I’m sure it causes a lot of wasted time.

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I know one of our SFAs had noted it at one point since we discovered it being borked.

You can submit a ticket here, if you haven’t managed to get one pushed through as yet.

https://us.battle.net/support/en/help/contact/464/ticket

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Thanks for the clarity. As for lingering mail, honestly I think it was likely returned to sender but I can’t be certain, but it was definitely items that I did send from my main to an alt at some point but I was shifting a lot of stuff around at the time.