In order to prevent fraudulent activity, a player’s weekly rewards and progression data are checked when the player enters an instance. For example, if a player were to enter a Savage instance at 7:55 GMT / 8:55 BST, the instance would confirm the player’s progression information from before the reset. When a player enters a Savage instance before the reset, and they clear after the reset, the system will confirm the player’s progression and reward data from before the reset, causing the player to lose rewards from the new week.
In order to avoid this issue, we are planning to implement a feature in the next update, which would notify players of expected reward numbers and each player’s progression information when they are entering an instance.
Until this feature is implemented, we ask that you avoid entering instances with weekly progression or reward restrictions around reset time.
We apologise for the inconvenience and thank you for your cooperation.
*Updated: Nov. 7, 2018 9:05 (GMT)
This issue was addressed in the maintenance to accompany Patch 4.45, which occurred from Nov. 6, 2018 3:00 to Nov. 6, 2018 9:10 (GMT).
For details, please see the Patch 4.45 Notes: