Thought I would add in my experience with support for this issue. I purchased my gems on Tuesday with the intent of purchasing a few items since they are on sale. I’m a new player so I was excited to be able to get a little jump start on some of the QoL items in the shop.
I didn’t realize that 72 hours really meant 72 hours, as most other digital distribution sources give themselves a decent sized time buffer so this didn’t seem usual. (My fault, if I had found this thread earlier I would have known, and might have held off on my purchase)
Fast forward to Thursday evening, still no gems and the sale had ended on an item or two I wanted. I opened a support ticket as recommended in this thread. After a couple replies, less than 24 hours later, and referencing the Team Lead that posted in this thread, I was able to receive the items I needed at the sale price.
Thank you Gaile for posting here! You’ve made a new player very happy.