As we announced today during our livestream, players who have purchased and activated Guild Wars 2: Heart of Thorns before 12:01 a.m. Pacific Time (UTC-7) on August 30, 2019 will receive a Heart of Thorns Veteran’s Package through the in-game mail system. This process will take up to 72 hours to complete, so you may not receive the in-game mail until early next week.
A small number of players already received an email but it had no attached items. If you’re in this situation, we’d like to ask you to please contact our Customer Support Team via help.guildwars2.com and an agent will help you as soon as they can.
Thank you again for your support and patience
Stéphane Lo Presti
Content Marketing Manager