Very frustrating on "item restoration policy" and Contact Support.

[Enlord]

[sorry for my bad english]

I just used "Illuminati Taut Gobwine" to upgrade my boots from ilv.230 >> ilv.240 but due to a silly bug , i lost an "Illuminati Taut Gobwine" but my Boots stay the same.(ilv.230)
Then i contacted a SQE support but they reply by this

"we are unable to process an item restoration for your requested item due to one of the following reasons:

:The item was used to upgrade a weapon

Details about our item restoration policy can be found at http://support.na.square-enix.com/fa...la=1&kid=68222 "

and if u read in that policy , an item that has been "dropped," "consumed," or "converted to Materia," can be restored through the item recovery service. This service is only offered once per Square Enix account.

But on my case it cannot ??? WTF this doesn't make sense at all.

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edited : now my thread was moved to Bug forum then i gave an infomation here

[Illuminati Taut Gobwine]

Time: May 7, 2016 around 8:50PM GMT+7
Frequency: once
World name: Tonberry
Character name: Enlord Espada
NPC name: Seika
Class/level: MCH/60
Race: Hyur male
Area and coordinates: Idyllshire (X:6.6,Y:7.3)
Steps:
1.Talk to NPC and choose "Eikonic Gear Reoutfitting" -> "Eikonic Gear Reoutfitting(DoW)II".
2. Choose Augmented Torrent Boots of Aiming and Click on Exchange.
3. Select the Torrent Boots of Aiming and Illuminati Taut Gobwine in inventory then OK.
4. My Boots stay the same(Torrent Boots of Aiming) and my Illuminati Taut Gobwine was gone.
ps. My boots were once "materia removed" so this maybe the cause of bug.

[Ragology]

I wouldn't waste it on that anyway since supposedly you only get 1 item restore for your entire FFxiv existence.

[Morzy]

Agreed dont waste it on 10 ilvls. I am sorry for the bug. =(

[Meow9000]

This whole one item restore per lifetime is dumb. I could deal with one per expansion even a lot of mistakes can happen in two years

[axemtitanium]

You shouldn't need to use your item restore on a legitimate bug.