Paid for game but it's not in my library

[Caldo Pedale]

I have one steam account. While browsing the Stream Store I added a game to my wish list awhile back, Sail Away. The game went on sale and Steam sent me an email that an item on my wish list was on sale. I bought it as always through my account using Pay Pal. I was emailed my receipt for the purchase through my account and the payment cleared Pay Pal but the game is not in my library to download.

There does not seem to be anyway to contact Steam Support by email. You can only request help on an item that is in your Library and since my purchase doesn't show in my purchase history or library I can't get any support at all on this issue.

I shouldn't have to dispute the purchase of an undelivered item through Pay Pal because of Steams poor product delivery and bad automated customer service.

I have several games in my one account. never had an issue. Anyone ever have this issue or know how to actually get a human to interact with you from customer service?

[Hodman]

Check if the name of this account (the one you're using to post) is the same as the one it's displayed in the receipt you got after purchase.

[Wolf Knight]

Did you try using steam support? here is what I found


https://support.steampowered.com/kb_article.php?ref=5168-EUIA-6643&l=
I just purchased a game but I don't see it in the Library list.
Check your email to make sure you received an email receipt from Steam for your purchase. If you didn't receive a receipt, your purchase may still be pending. Find the purchase in your purchase history and you can select it for more details.

If your purchase was completed and you can't find the game, try logging out of the Steam Client and logging back in.

[999999999]

Is it here? https://help.steampowered.com/en/wizard/HelpWithPurchase

[Cathulhu]

Was your transaction successful?
Check this link to see the status of your transaction:
https://help.steampowered.com/wizard/HelpWithPurchase

Pending means Valve hasn't got the money yet.
It can turn into;
1. Sucessful - You get the game/wallet money
2. Failed - You don't get the game/wallet money and your money is on hold, your payment processor will return it to you within the next few business days.

[Caldo Pedale]

It's been a day since my post for help. I was contacted by Steam Support but the problem has not been resolved. Sailaway is still not in my library. Steam Support asked ME for a screen capture of my library which I did send them. I don't understand why they would ask a customer to show them what's in their Steam Library. They should be able to look at my account and see what's in my library and what they did not deliver after the purchase. I supplied them with all the purchase information, my invoice and a screen shot of my library and still it's not in my library or shown in my purchase history. Glad I used Pay Pal.

Also if you get communication from Steam Support take a screen shot of it so you have a record. Once you close Steam you will not be able to access those communications.

Still hoping for a resolution or credit. Possibly may need to have the Pay Pal dispute run it's course as Steam Support is very confused. It's almost impossible to reach a human at steam but they at least seemed to read my post. Just can't deliver the product I purchased. At least it wasn't important like Asseto Corsa.

[Tormund ᚠᛁᚱᛖ ]

pls someone help i had similiar thing i bought dlc and it wasnt there but i got the receipt and everything and it does say its not on my library what do i do?

[=IcB=|KooKtGooSe|]

This crap is still happening. Games that I've finished last year, and uninstalled through steam, were appearing in my games library until JUST RECENTLY. What changed ?? NOTHING!!

And what really irks me, is that they are the most recent games I've purchased, completed, and uninstalled ... Witcher 3, AS Origins, Fallout 4.

They were there in the list, in an uninstalled status as they should be, last month. Now that I've completed (but not uninstalled) AS Odyssey (which is still in my list, probably b/c I've not uninstalled it yet),,, the games are just not in the list anymore. Other uninstalled games I own are in the list, just not these.

This is not a filter issue, or a config issue, or a licensing issue, or a screwing with the file system issue, this is flat out, straight up a STEAM technical issue.

I paid for STEAM for these products, and now STEAM is not allowing me access, but keeping my money.

I am now very hesitant to buy anything from STEAM anymore, b/c 3 of my last 4 purchases are not available, and I fear if I uninstall Odyssey, it will disappear, too.

[Crazy Tiger]

Just because they're not showing up in your library temporarily, doesn't mean you're disallowed access.

Best to go to the support pages, look up the game and choose the "It's not in my library" option.

Not sure what causes it, it never happened to me.

[conradrhamilton]

I'm having a similar issue. Bought Mass Effect: Legendary, got the email receipt, saw the payment go through, but have yet to see it in my library. I've uninstalled and reinstalled Steam, logged out and back in, cleared caches and everything else, but still can't see the game. I reported it to Steam Support, so we'll see. If anyone has any other suggestions, I'm all ears.

[my new friend]

Originally posted by conradrhamilton:

I'm having a similar issue. Bought Mass Effect: Legendary, got the email receipt, saw the payment go through, but have yet to see it in my library. I've uninstalled and reinstalled Steam, logged out and back in, cleared caches and everything else, but still can't see the game. I reported it to Steam Support, so we'll see. If anyone has any other suggestions, I'm all ears.

Go to the store page and click the play now button.

[conradrhamilton]

Originally posted by my new friend:

Originally posted by conradrhamilton:

I'm having a similar issue. Bought Mass Effect: Legendary, got the email receipt, saw the payment go through, but have yet to see it in my library. I've uninstalled and reinstalled Steam, logged out and back in, cleared caches and everything else, but still can't see the game. I reported it to Steam Support, so we'll see. If anyone has any other suggestions, I'm all ears.

Go to the store page and click the play now button.

So, I did, and it just refreshes the page.

[my new friend]

Originally posted by conradrhamilton:

Originally posted by my new friend:

Go to the store page and click the play now button.

So, I did, and it just refreshes the page.

And does it say anything here? https://help.steampowered.com/en/wizard/HelpWithGame/?appid=1328670

[Stormgard]

Mass Effect Legendary Edition through Steam, also needs Origin to play. Make sure this is upto date. Then just launch the game through Steam as normal (it will automatically open your Origin account then).

[conradrhamilton]

Originally posted by my new friend:

Originally posted by conradrhamilton:

So, I did, and it just refreshes the page.

And does it say anything here? https://help.steampowered.com/en/wizard/HelpWithGame/?appid=1328670

When I click "It's not in my library", it tells me it is, but then I just said that I still couldn't see it.

[my new friend]

Originally posted by Stormgard:

Mass Effect Legendary Edition through Steam, also needs Origin to play. Make sure this is upto date. Then just launch the game through Steam as normal (it will automatically open your Origin account then).

That doesn't prevent him/her from seeing it in their Steam library.