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When Shai got released she couldn't use horse at all but people cried that donkeys are bad and useless so they allowed her to jump on horses
But practically they're inferior to horses in all but carry capacity. There's no tiers, most of the cool skills aren't available, they're just slower. People complained they couldn't use their uber dream horses with Shai and the devs complied and wedged horse-riding support in (they're still fixing it as they go).
Donkeys do have the minor advantage of not drawing aggro though, so you can park them in the middle of a monster pack. Donkeys also have the Shai-exclusive unlimited call range with the Trainer's flute, horses have a 500m max range.
That said, Shai horse riding is a crutch, Donkeys for life! It gives character to the class and I refuse to get on a horse with my Shai.
Try contacting customer support?