Item purchased from store does not work

I have the King of the Faridun Supporter Pack version, and among other items, I purchased the "Void Emperor Planetary Orb" effect, but it does not appear on my character. I have already deactivated all other skins and effects that I have, but the problem persists.

I sent an email to GGG support (support@grindinggear.com) on 01/18/2025 and until today, 01/21, I have not received a response, not even an automatic email acknowledging receipt or opening of a ticket.

The support is horrible, it can't even be called support. I'm going through the same problem