Quest shows complete and have looked in all inventories, mail, and characters …no pass.
Greetings @Zalaman
Thank you for reaching us out and I do apologize about the unexpected experience you had within your play-through.
Your first character must reach level 50.
Complete the quest called: Ealyn’s GIft Ealyn’s Gift - Quests - Lost Ark Codex 3, this quest is given by Ealyn which can be found at Vern Castle in North Vern.
After completing the quest, check the Mail because you will receive a item called: Vern Breakthrough Powerpass Ticket, accept it and pull up your inventory the use it.
Head back to character selection menu.
Now you will be able to use 1 powerpass to boost a character at your selection (be wise and conscious, it is a single-use item and cannot be tradable)
Once you used the PP on the selected character, there’s is going to be a guide for you get used or familiar with the character upgraded you can either complete the guide or skip it. (I do recommend to complete the 4 stages due to it rewords you with sweet stuff).
For the second PowerPass you will have check the mail then receive ticket and basically do the same stated above.
As a last note: You only have 2 tickets and the second one appears right after completing the first ticket.
I hope this information granted has been provided you gives a great and helpful insight.
JWarlock 
Did you try creating a new character and see if the PowerPass is available to use it?
yes. says available but when clicked on says don’t have.
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make a new character after you do that it will work its not an item you get in your bag
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