tl;dr - I sent a recovery request regarding a missing Elphelt on May 19th. Stove support replied on May 25th, confirmed the missing Elphelt, but refused to help me, saying that the recovery request has to be sent within 7 days when I did exactly that (request was sent within 5 days at most).

Screenshot of the ticket

Long story - I ended up pulling for at least three Elphelts as I wanted at least a copy of the limited artifact. I leveled one Elphelt to 50, and only found out that I was missing at least one Elphelt when I tried to use her copies and some fodders to promote the lvl 50 Elphelt. I usually lock the first copy of a new 5*, and store the rest in waiting room until I need them, but I might have transmuted her accidentally.

I contacted support regarding the missing Elphelt on May 19th, which is the 5th day after Elphelt's release (Elphelt's banner ends on May 21st). The support for Epic Seven did not send a reply until May 25th.

I have attached the ticket above. The support acknowledged the missing Elphelt, but they said that they cannot help me as the request wasn't sent within 7 days......except that the request was sent on the 5th day of Elphelt's banner, meaning that even if I accidentally got rid of her on the first day of her release, it would still only be 5 days old by the time I sent the ticket.

I have sent another ticket regarding this, and I hope they can help me. I know they don't have to help me, but it seems like they could but chose not to by delaying the reply and accused me of sending in the request late. This is the part I am frustrated about, given that Elphelt's banner was only available for one week I couldn't have gone over the 7 days limit when the ticket was sent on May 19th.