We are aware an issue that occurred on February 6th and 7th, which prevented items redeemed on the website from appearing in the game client. We have disabled website redemptions while we investigate the cause of this issue.
Our records contain the full details of every redemption that occurred during this period and we are working to deliver these items to the affected players' accounts in the game client. We hope to have this matter resolved by the end of this week.
We apologize for this inconvenience and appreciate your patience.