Angel Essence exchanged Failed. I lost all my essences and all the attached points.

[onlyquester]

Hello, Tycoon gave me a new Angel. I elected to exchange my Angel Essence from Mizuna to Babalon. I did the exchange and my Mizuna angel essences disappeared and Babalon did not receive any essences or points.
I checked every angel to see if the Angel essences and points were transferred to a different Angel...That did not happen.
I submitted a ticket immediately today.

However, I'd like moderator support to get back my Mizuna Angel essences and points. The points were complete to Level 12 along with all the all the "refine ore" needed to maximize to level 12.

Your response and assistance will be appreciated.
I attach two "snip" screens showing the empty essence slots for Mizuna and Babalon. Please note that the Angel names are highlighted be the game.

Kind Regards,
Onlyquester
IGN: nama
S33 Metatron's Edict

[MemoryLane]

For missing items or rewards, please send your screenshots in a ticket to https://www.r2games.com/support

[onlyquester]

Hello Memory Lane,
In the text above, I wrote that I "submitted a ticket immediately."
The issue is related to an "exchange." There is no reward. I suppose you can consider that the "essence" points and the "refined ore" missing.

I asked for Moderator support thinking that your input will bring extra attention from the "ticket" people.
Having 12 levels of "Angel essence" and the "refine ore" removed from my Angel(via the exchange process) is an expensive lost.

Will you be able to provide input to the Ticket processors?

Kind Regards,
onlyquester
IGN: nama, S33 Metatron's Edict

[MemoryLane]

You received a reply to your ticket less than half an hour after you submitted it letting you know your issue would be forwarded to the game's developer.

If you don't have an update from support on your ticket, or the issue resolved, within a few days, reply to your ticket, which should be in your email inbox. Best I can do from there is ask the ticket people to forward it to the devs again.

[onlyquester]

Hello Memory Lane,
I did receive a reply that the ticket would be forwarded to the developers.
Three days have passed and I have not received any email/response from the developers in my email inbox or in my email spam

I will resubmit the ticket.

I will also appreciate it if you ask the ticket people to forward my ticket to the developers again.
I don't know if response to my ticket is slow because of any Chinese holidays.

Thanks for your assistance.
Kind Regards,
Onlyquester
IGN: nama S33 Metatron's Edict

[MemoryLane]

If you didn't get the reply to the email inbox that you typed into the ticket form, double check that you aren't misspelling it, or use a different email provider.

[onlyquester]

Hello MemoryLane,
The email submitted is my 4 year account email and email provider.
No problems with ticket response from the R2 Support team...last ticket was submitted late last year. The R2 support team resolved the issue promptly.

1.I resubmitted the ticket today. I doubled checked the spelling.

2.I submit tickets only when important items are missing and if the missing items are expensive to replace.
The Angel Essence, refine ore and points lost(up to level 12) apply in this case.

I know that you, as Head Moderator, are very busy..... however you're the 1st line of support for our game problems.
Any support you give me is appreciated.

Kind Regards,
onlyquester
IGN nama, S33 Metatron's Edict.

[MemoryLane]

Did you get the reply to your new ticket? Again, you got a reply in under half an hour.

Where mods can assist is when you don't get a reply at all. We can't speed up the devs, though.

[onlyquester]

Hello Memory Lane,
Yes, I got confirmation that I submitted another ticket.
However, no reply from R2Support or developers to the 1st or the second ticket yet.

I will keep you posted if/when a ticket reply occurs.
Thanks for tracking my efforts.

Kind Regards,
Onlyquester, IGN nama, S33 Metron's edict

[MemoryLane]

You were given a reply to your ticket. I don't know why you haven't received that reply. I will let the team know that you aren't receiving the reply.

[onlyquester]

MemoryLane,
Thank you. R2Support has my current email and my account email which are the same.

I will recheck my mailbox again.
Kind Regards,
Onlyquester, IGN nama, S33 Metatron's Edict.

[onlyquester]

Hello MemoryLane,
Still no answer from R2 Support for both my tickets.

You state that I was given a reply to the ticket/s. Do you have access to the response?

Today I sent an email directly to "support@r2games.com.hk." I don't know if it will do any good...
I used the email address R2support used when they responded to previous ticket late last year.

Your assistance is appreciated.
Kind Regards,

Onlyquester
IGN nama, S33 Metatron's Edict.

[MemoryLane]

I'm not sure if the system will receive your email, as it can't be attached to a ticket or your account information. If the system does receive it, I'm not sure who checks for those emails, or how often.

The reply that was sent to you on May 19th, which I will share here as it is a standard reply:

Thank you for bringing this to our attention. We will then forward your case to the developers and have them review the issue you have encountered and confirm the exchange you made. Should we be informed of their findings and the steps they are planning to take to address this issue, we will make sure to keep you posted.

[onlyquester]

Hello Memory Lane,
Did the reply show my email address? If it did, I should have received it also.

As you know, the longer a reply takes, the less likely a resolution will occur.
I will wait a couple of days to resubmit the ticket.for my missing refine ore, Angel Essence and associate points.

I also will submit a ticket today with the subject: "R2 Support fails to respond to my recent submitted tickets"
There is a glitch is the "ticket" system regarding ticket response...and I wonder if others have had the same experience.

Thank you for your feedback.
Will appreciate your continued support as moderator.

Kind Regards,
Onlyquester
IGN nama S33 Metatron's Edict

[MemoryLane]

Yes, it shows the email address. They aren't failing to respond to your tickets, you're just not receiving them for unknown reasons, which is why I recommended trying a different email address.

I can't help you if you're sending a ticket every day. Please be patient and wait for the devs.