Missing Mount, Toy, or Pet Purchased in the Shop
- Bought a pet in the Shop and cannot find it in the collection
- Just purchased a mount in the Blizzard website and I haven’t received it in-game
- The toy I recently purchased in the Shop doesn't show up in the game
If you made a purchase in the Battle.net Shop and you don't see it in-game here is a list of the most common explanations.
Pending or Failed payment
Purchases made in the Battle.net Shop may take up to 24 hours to process. Check your order status in your Transaction History page.
Purchased on the wrong account or region
Check if you were logged in with the wrong Battle.net account when completing your purchase. Also check if you were logged in to the wrong region —for example, if you play in American realms and you paid in Euro.
It is not possible to move a purchase from a Battle.net account to another, or from a region to another, but you may be eligible for a refund.
Pet Collection Full
Your pet collection can hold up to 1000 pets in total. If you complete the achievement Battle on the Broken Isles you will receive the Pocket Pet Portal which sets the total maximum for your pet collection to 1500.
Once at a cap, you must cage or release pets before you can add more.