use the redeem but didnt get the pack

If you're taking about TCG Live, when you redeem a code, you either recive the cards directly or have a simulation of pack opening. The pack opening animation is shown depending where the code came from.

And you no longer have packs stored in your collection like previous TCG Online game had. You're forced to open them as you get them.

So it's possible that you actually have the cards you think are missing, try to find them in your deck builder available cards using the appropriated filters.