PC : Heirloom Pack Missing on new referred account

jarr

I had got the reference to join Neverwinter.

I enter ARCgames by this reference.
Create new account. etc
.
After that we check e-mail.

I had got an e-mail message: about my referrer:

Congratulations
jarr#0864 has completed the friend
referral process for Arc.
Band together in Neverwinter, explore the Forgotten Realms,
and earn rewards!
PLAY NOW

And my friend had got a message too: about me:

Congratulations
may#2459 has completed the friend
referral process for Arc.
Band together in Neverwinter, explore the Forgotten Realms,
and earn rewards!

PlAY NOW

But when i start play, and passed initial quests up to level 5,

I found just starter box in in-game mail.

I didn't find "Heirloom Pack".

I see too "Claim reward".

And a rezult is "Heirloom Pack Missing!!!"

What to do ? I am stay at level 5.

zigzig

having the same problem