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Update, 11/28/2020: The WoW developers have applied a hotfix to the Shadowlands live servers, which ensures that soul ash you didn't pick up will now be forwarded to you by mail after all. You can find the full patch notes for the November 27, 2020 hotfix in the official WoW forum.
Original message: Soul Ash is one of the central resources in WoW Shadowlands: You need Soul Ash to craft legendary items. It is all the more annoying when individual amounts of soul ash are lost. This happened to some players who contacted Blizzard support because they didn't collect their soul ash from the enemies in Torghast and expected it to be sent to them by mail. However, this is apparently not the case.
The WoW developers write in an official support post that players have to loot the soul ash. Otherwise, it will disappear forever in the swirling Nether - and neither the postmaster nor customer support will be able to retrieve it. The entry on the support website reads in detail (translated by us):
Soul ash should be manually looted at the end of a run. The game will try to allocate any uncollected soul ash at the next relog after a completed run, but there is no guarantee of this. Soul ash cannot be recovered by customer support."
If you forget to collect your soul ash, there is still a chance that you will be able to collect it during the next relog and run in the Tower of the Damned. However, it is better not to rely on this, but rather to take the important resource directly with you.
Source: WowheadSupportbuffed - it only takes a minute. Thank you!
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