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This happens to me on the Rumen map sometimes. For some reason, all the NPCs except for the Healer and Chief Roumen just disappear. Never have figured out why or how exactly to fix it. When I log back on after playing for a while they are just there again.
To use your coupon, go to your inventory, click on the backpack to your far right(Premium pack). You will find your coupon there. Right click on it and it will be added to your regular inventory(first two backpacks). Now you can go to the NPC(whenever she decides to show up) and change your style.
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