Why has one player profile not received a purchase?

Gem packs apply to the player profiles on the account when the pack is purchased. A profile created afterward does not receive those previously purchased Gems. Items bought with Gems belong to the profile that buys them.

If an existing profile appears to be missing a purchase, use Help in the game or email [email protected]. Include the order reference, item name, and affected profile. Do not buy it again until the original purchase has been checked.