Good evening,

I got a crown crate for free when leveling one of my chars to lvl 30. I opened it with another char (my main character). From 4 items in it, 3 were consumables (a single one and 2x2 stacks worth 1 gem each), from which I extracted crown gems, using "extract all". I should have received 5 gems for everything together.

After extraction, of course, the items were gone - but the 5 gems were also missing. They neither appear in the crown store nor in the menu where all currencies are shown (such as crown gems, varla stones, etc). Before the extraction, I had 38 gems (I'm absolutely sure since I wanted to purchase the white fennek pet in the store, which costs 40 gems, and I know I had still 2 gems missing). Now I should have 43 - but it still shows 38. I realized it immediately after extraction, since I went to the crown store right after that. That was last Friday, I logged in and off several times since that, but the gems are still missing.

I contacted the support by mail and got a grid which shows the extractions of the items which I should have gotten those 5 gems for (the item names are right, so are date and time) - although that log shows that I only have 38 gems NOW. It looks, as if I only had 33 before that, but that's not true. I asked if they still have older logs, so one could count all the gems I had received from extractions so far (or have a look what my last extractions before that were - maybe there's a bug which overwrote the last extractions with the new ones?), but got no reply to that, unfortunately.

Also, I have the impression that this is not a new bug, as I found this in the forums:
https://forums.elderscrollsonline.com/en/discussion/326410/do-not-use-the-extract-all-function-for-crown-gems-warning-xbox-for-sure
Same issue, almost 1 year ago. It only seems to happen when the "extract all" button is used. Which seems to be true. I have already extracted gems one by one, which caused no problem. This time, unfortunately, was the first time when I used "extract all" I'm wondering why this button didn't get deactivated when this problem first occurred?

The only advice I got from support was to deactivate add ons (the only one I have is Master Merchant) and use "repair" in the launcher. Did that, but it didn't change anything.

Then they told me to send a bug report in-game (did so, still waiting for reaction) and to use this forum. So I'm doing that. By the way, the forum has issues too: They had to register this account for me, since every time I tried it, I got an error message: "Invitation not found."

So, can anybody help me?

Thank you,
Syldras

P.S.: I know it's not easy since I cannot prove that I already had 38 gems before the last extractions. But I'm absolutely sure that I did. I mean, we're talking about a time period of a few minutes: First, I checked the amount of gems I had (38, to be sure how much I need for the fennek), then I opened the crate, then extracted the gems, then went back to the crown store, and realized that it still shows 38 gems and the new 5 gems are missing. And then immediately sent a message to the support...