If you have purchased a Legacy or Starter Pack, please see this thread for instructions on how to claim your items in-game. (Please see the yellow text in the linked thread for instructions on creating a Reman.) (Not seeing your pack in-game? Please see the lime-green text in the linked thread above for information.)
If you have additional questions about the Legacy or Starter pack, please read this FAQ.
Thanks SO MUCH for all your support, and we'll see you in-game!
This is a pretty common bug that many, but not all, people have. I have this problem, too. The workaround is to beam down to Starfleet Academy and then beam back up to ESD. Or just try to avoid ESD as much as possible as I do.