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General discussionPurchased Games Disappearing from OWNED Games (14 posts)(14 posts)
(14 posts)
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Posted May 22, 2020
I am losing patients with GOG Support.

They will not respond to my issue...I have a purchased game bundle that has disappeared from my OWNED Games List.

When I find it in the store, it does not indicate that it's in my library and if I choose it ... I am prompted to pay for it. I have already paid GOG $85 for this game bundle last year and I want them to restore my purchase.

This has now been going on for over a week...The only reply I got that if my issue had not been resolved please send an email indicating the problem has not been resolved....

I am beginning to believe that GOG does not intend to fix this problem...
How hard can it be to put a paid for item back in my OWNED Games...
I have sent them pictures of my account showing that the game bundle was paid for...still no response.

How do you get their attention ?
No posts in this topic were marked as the solution yet. If you can help, add your reply
Posted May 22, 2020
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GamingGranny: I have a purchased game bundle that has disappeared from my OWNED Games List.

When I find it in the store, it does not indicate that it's in my library and if I choose it ... I am prompted to pay for it. I have already paid GOG $85 for this game bundle last year and I want them to restore my purchase.

This has now been going on for over a week...The only reply I got that if my issue had not been resolved please send an email indicating the problem has not been resolved....

I am beginning to believe that GOG does not intend to fix this problem...
How hard can it be to put a paid for item back in my OWNED Games...
I have sent them pictures of my account showing that the game bundle was paid for...still no response.

How do you get their attention ?
You'll need to be more specific, what game bundle are you talking about? You purchased it on this site and not as a key on another site (like G2A) correct? GOG Support is very busy currently unfortunately, so you might need some patience.
Posted May 22, 2020
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GamingGranny:
Firstly, gog support is pretty badly backed up right now - to the point of weeks and weeks for some support tickets.

It sounds to me like games are missing from your library?

Have you tried an account refresh? (i think the link is gog.com/account/refresh) That might resolve the issue.


You can contact a "Blue" (one of the GOG staff) by PM and see if they can do anything to help.
heres a link to one of thier posts:
https://www.gog.com/forum/general/purchase_return/post10/?staff=yes

Edit: check and see if the game is in your account as there have been some storefront bugs where the games are not marked as owned for some people.
Post edited May 23, 2020 by Sachys
Posted May 22, 2020
I suspect tfishell is right here based on the original post. G2A is generally not a legit place to buy things. Keys re-purchased there are usually the result of fraud and theft in various ways. Developers regularly expunge these purchases when discovered, and this is the rare case when games might actually do disappear from a GOG library: if the original purchase wasn't actually legitimate.

Link to one of the latest articles on the topic, of countless of them going on for many many years:
https://arstechnica.com/gaming/2020/05/g2a-confirms-stolen-game-key-sales-pays-40000-to-factorio-devs/
Post edited May 22, 2020 by mqstout
Posted May 22, 2020
Do an account refresh first thingy first. I tried to find the exact line in the support database but in vain. If you bought the games here on GOG, that should fix it.
Posted May 22, 2020
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GamingGranny: How do you get their attention ?
Replying to that email/ticket you mentioned would be a good idea.
Posted May 23, 2020
low rated
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mqstout: I suspect tfishell is right here based on the original post. G2A is generally not a legit place to buy things. Keys re-purchased there are usually the result of fraud and theft in various ways. Developers regularly expunge these purchases when discovered, and this is the rare case when games might actually do disappear from a GOG library: if the original purchase wasn't actually legitimate.

Link to one of the latest articles on the topic, of countless of them going on for many many years:
https://arstechnica.com/gaming/2020/05/g2a-confirms-stolen-game-key-sales-pays-40000-to-factorio-devs/
The irony is G2A is more reputable than arstechnica.
G2A allows its users to take game keys obtained from outside sources—such as bundles or third-party online stores—and resell them for a price they set themselves. But developers have long said that many of those games' keys come from purchases made on other platforms with stolen credit cards.
The problem is the fraud instead of resellers. What would they do If it was game boxes that this was happening with?
Posted May 23, 2020
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GamingGranny: I am losing patients with GOG Support.

They will not respond to my issue...I have a purchased game bundle that has disappeared from my OWNED Games List.
1. What "game bundle"? What games does it contain that are now missing?

2. Where did you buy those games?

3. Do you have a receipt of that purchase in your email account? GOG sends a receipt when you purchase a game on GOG or redeem a gift key.
Posted May 23, 2020
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GamingGranny: snip
As Sachys said: try an account refresh: https://www.gog.com/user/refresh
With a bit of luck, that will resolve the issue already.

Other than that: patience is a virtue.
Posted May 23, 2020
low rated
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GamingGranny: snip
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BreOl72: As Sachys said: try an account refresh: https://www.gog.com/user/refresh
With a bit of luck, that will resolve the issue already.

Other than that: patience is a virtue.
If she is as old as she says she is (Granny) she MIGHT NOT HAVE THAT LONG LEFT ON THIS PLANET!
Posted May 23, 2020
avatar
GamingGranny: I am losing patients with GOG Support.

They will not respond to my issue...I have a purchased game bundle that has disappeared from my OWNED Games List.

When I find it in the store, it does not indicate that it's in my library and if I choose it ... I am prompted to pay for it. I have already paid GOG $85 for this game bundle last year and I want them to restore my purchase.

This has now been going on for over a week...The only reply I got that if my issue had not been resolved please send an email indicating the problem has not been resolved....

I am beginning to believe that GOG does not intend to fix this problem...
How hard can it be to put a paid for item back in my OWNED Games...
I have sent them pictures of my account showing that the game bundle was paid for...still no response.

How do you get their attention ?
And this is why you keep offline backups of all your products, so you don’t have to rely on third parties.
Posted September 07, 2021
low rated
i bought cyberpunk on gog linke my steam account cyberpunk disapperrd from owned games refresh did not work i have the recipct and on gog.com it says install buy when i open gog galaxy it says buy
Posted September 07, 2021
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casperve06: i bought cyberpunk on gog linke my steam account cyberpunk disapperrd from owned games refresh did not work i have the recipct and on gog.com it says install buy when i open gog galaxy it says buy
did you buy it FROM gog?
edit: okay cyberpunk is showing on your profile so its still there.
Post edited September 07, 2021 by Sachys
Posted September 07, 2021
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casperve06: i bought cyberpunk on gog linke my steam account cyberpunk disapperrd from owned games refresh did not work i have the recipct and on gog.com it says install buy when i open gog galaxy it says buy
Contact us here, we will check what's going on :)

In the meantime, please try both of those links:
- https://www.gog.com/user/refresh
https://www.gog.com/account/refresh
Post edited September 07, 2021 by ponczo_
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General discussionPurchased Games Disappearing from OWNED Games (14 posts)(14 posts)
(14 posts)