Common Problems
- Bought a pet in the Shop and cannot find it in the collection
- Just purchased a mount in the Battle.net website and I haven’t received it in-game
- The toy I recently purchased in the Shop doesn't show up in the game
- Got a transmog set from the Shop, but can't use it
If you made a purchase in the Shop and you don't see the collectible in-game these are the most common reasons.
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.
Collectible Exclusive to WoW Version
Many collectibles are exclusive to a specific version of WoW. This limitation will always be mentioned in the Shop description of the item. If you purchased the wrong version of an item you may be eligible for a refund.
The collection in World of Warcraft and the collection in WoW Classic Progression are separate —items added to one collection will not transfer to the other.
Collectibles from the Shop are not available to use for WoW Classic Era characters.