Missing Mount, Toy, or Pet Purchased in the Shop

Updated: 7 months ago
Article ID: 13984
Relevant Products:

Common Problems

  • Bought a pet in the Shop and cannot find it in the collection
  • Just purchased a mount in the Battle.net Shop 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 European realms and you paid in Dollar.

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.

not available in WoW Classic or Burning Crusade Classic

Mounts, pets, and cosmetic items purchased in the in-game Shop are not available to use for World of Warcraft Classic or Burning Crusade Classic characters.