Not sure what to do think tried everything, I had deleted my first character before getting package in the mail for having expansion or preordering the game. Think there good chance it was sent to me but I never got to collect it on that character.
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I made a character, played him for a minute and didnt like how he looked so I deleted him. I didnt know I was supposed to pick something up form the postmaster. I had never played before. I think I have the same issue as you.