I got a pure essence before the event started from the calendar and it’s in my storage but isn’t showing up as I have one in the actual tab. How can I get it to show up?

They are aware of the issue, this was posted on their discord server.

@nynaevelan Hm, so they will „give it back when the ... events end“? Seems a little late to count towards the event. But we’ll see how it plays out Thanks for the info.

Edit: It was just resolved:

I also have the issue and I still haven't gotten my essence.

@malteusa They were given out yesterday if you have not received yours, I suggest you send in a ticket to support.

I would, but I get an error when I try to submit a ticket. That's one way to reduce their workload I guess.

@cuebiyar said in Pure essence:

I would, but I get an error when I try to submit a ticket. That's one way to reduce their workload I guess.

Then try it here: https://www.socialpoint.es/support

That is where the error is (I haven't tried the android in game version yet).

@cuebiyar said in Pure essence:

That is where the error is (I haven't tried the android in game version yet).

lol Then do that.

Talking about Pure Essence, what does it even do? And yeah the same issue happened to me.

@crisonurping It gives you rewards. Check events section and click on the i´s at the left side to see possible rewards.

@bettina-löffler oh thank you

It has been 10 days since I sent a ticket. And I haven't gotten a reply yet.
I can't send another ticket since by last one is still there. And I can do nothing about it.

I still haven't gotten my essence.

Come on Seriously I need that Essence

@malteusa Commenting on this here will not get you a resolution. All I can suggest is you send in another response on your ticket asking for the status of the ticket.

@nynaevelan How do I send another ticket ? Like a response ticket ?

Edit: Okay so the in-game FAQ suppport thingy is inferior to the web version. I managed to send another ticket by using the web version of the support. I hope I get a reply this time before the event ends or I have to dump 100 gems for something I have nothing to do with.

@malteusa said in Pure essence:

@nynaevelan How do I send another ticket ? Like a response ticket ?

Edit: Okay so the in-game FAQ suppport thingy is inferior to the web version. I managed to send another ticket by using the web version of the support. I hope I get a reply this time before the event ends or I have to dump 100 gems for something I have nothing to do with.

It is neither inferior or superior, it is just another platform. FYI each platform has it's own ticket tracking so you can send tickets from all of them and they would not be connected. But to answer your question, to send another response to the same ticket just use the same platform where you sent the ticket and add another response. Also keep in mind sending tickets from different platforms on the same issue could end up creating more problems for you than they solve.

Nope, No essence, No reply.
Had to dump 100 gems on a chest.
I'll probably won't get any compensation for my issues or my gems back either.

I really feel burnt out by this entire fiasco.
And there's another event coming up immediately after this ends, Oh Dear.

@malteusa said in Pure essence:

Nope, No essence, No reply.
Had to dump 100 gems on a chest.
I'll probably won't get any compensation for my issues or my gems back either.

I really feel burnt out by this entire fiasco.
And there's another event coming up immediately after this ends, Oh Dear.

PM me your game id and the dates of your purchase and tickets, I will send a message to our CM so that she can look into it.

Oh so now AFTER the events have ended they give me this.

Wonderful
Now only if they refunded my gems instead.

@malteusa Is that for the chest purchase or the original purchase?

He said the 100 gems was for the chest purchase because the essence never showed up in time.

Edit: per forum rules you cannot share correspondence from SP representatives.

So after nearly a month of no contact they finally received my ticket.
I did not get my 100 gems refunded.
What an absolute joke

I received one Pure Essence from the daily calendar and collected it before the collection event for it started. Almost everyone got a replacement essence on time before the event ended. But not me. I literally waited till the last hour till event ended. And I even have proof in screenshots.

I sent many tickets yet only now one got through. They were able to confirm that I bought a corrupted chest for 100 gems and got 2 essences from it. However they refused acknowledge the fact that I never received my replacement pure essence on time. Or that I already had 100 essences in storage.

And they said "Please be careful before making any actions in-game" Yeah, like it was totally my fault that I live in a completely different timezone.

It really isn't fair. If they had been timely, they wouldn't have gotten the gems. I see no reason for such a ruling.

And that 'be careful' comment makes me think they actually believe this was an accident, rather than fixing their mistake before time runs out. Are you able to reply?

@wildcard Yeah I'm still able to send another ticket.

Now its the matter of how I properly explain my situation. Its currently 3am where I am.

I'll think about it tomorrow.

@malteusa This is incredible. Be persistant and write again.

@malteusa
I'd just say something like this:
I spent 100 gems because your extremely belated resolution of the disappearing pure essence bug meant I would not be able to use the pure essence I'd gotten before the event passed. I understand you had many bug tickets to fulfill and I bear no malice, but as this was the fault of the game and not me, please refund me the 100 gems I should not have had to spend if the game had worked properly.

Thank you.

I hope this helps at least give you an idea where to go with your new ticket. Good luck!

@wildcard said in Pure essence:

@malteusa
I'd just say something like this:
I spent 100 gems because your extremely belated resolution of the disappearing pure essence bug meant I would not be able to use the pure essence I'd gotten before the event passed. I understand you had many bug tickets to fulfill and I bear no malice, but as this was the fault of the game and not me, please refund me the 100 gems I should not have had to spend if the game had worked properly.

Thank you.

I hope this helps at least give you an idea where to go with your new ticket. Good luck!

Honestly this is the exact opposite of what should be said. Sorry but this is confrontational and frankly rude, this is not the tone you want to use if you are asking someone for assistance. As many do not realize Customer Service departments of most companies, especially those in the US are not required to respond and resolve issues that are delivered in a rude and hostile manner. A response like this will get you ignored and passed on to someone who may or may not get around to assisting you.

As Bettina stated reach out to them again and with as much politeness as possible and with as much detail as well ask they they re-evaluate your ticket or pass you on to a manager who can review your situation and give you your gems back or compensation equivalent of what you would have received if the transaction had completed successfully.

Edit: info from support removed as per forum rules. I believe I have already warned about this, please do not do it again as that will result in bans.