Tairgire Dec 10, 2021 @ 7:17pm
Missing Game Licenses - Not Hidden or Filtered
I bought four games via Humble since the start of the month and successfully used the keys. I started up all four of the games at one time or another, and played one of them for an hour and a half. Now in my Library, instead of a Play button, I have a Purchase button. The licenses do not show in my account under Account Details > View Licenses. If I try to use the original key again (just as a test), it says that I already own the game. (It does not say that the key is already in use, as I'd expected.) I submitted a support ticket and the help response was about library filters and whatnot, and that's not the problem. (I replied, but it's been much longer than the initial response with no further update.) I can see them in the Library tab because they're still installed. I just can't play them. I've restarted Steam, logged out and back in on both web and Steam client, and cleared the download cache. In all my Googling, I haven't see anyone with the same problem. Does anyone have any ideas?

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Showing 1-15 of 15 comments
StickyPawz Dec 10, 2021 @ 7:21pm 
What are the games? (To see if we can see them in your library)

Nope, don't see those games.
Last edited by StickyPawz; Dec 10, 2021 @ 7:29pm
Tairgire Dec 10, 2021 @ 7:24pm 
Endzone, Jackbox Party Pack 5, 6, and 8.

The help page for each of them says they are not in my library, but that I activated the key on such and such date (Dec 3 for example.)
crunchyfrog Dec 10, 2021 @ 8:42pm 
This commonly happens when you're on the wrong acount.

It's quite typical for people to absolutely swear blind they only have the one account and that it's impossible, but in almost every single cases, they have SEVERAL accounts but just don't remember or realise.

SO I'd recommend absolutely making sure.

I can't remember if you can do so, but you could try looking at the Humble page end to see what account tehy were activated to.
Last edited by crunchyfrog; Dec 10, 2021 @ 8:42pm
Tairgire Dec 10, 2021 @ 9:27pm 
I have a second account -- it's really my kid's account. She hasn't been signed in on my computer in years, but just to be sure, I checked her library and she doesn't have it there either. Further, the activation confirmation emails say tairgire and not her Steam account name, and came to my email address and not hers.

Humble will tell you what Steam account is linked to your Humble account, but not what account activated a key -- just if you gifted it or revealed the key yourself.

I do appreciate the help. I think I've checked all the "typical" things but I posted here in case I missed one. I'd love to be wrong.

I have screenshots though I'm not sure I can share them here.
crunchyfrog Dec 10, 2021 @ 9:29pm 
Originally posted by Tairgire:
I have a second account -- it's really my kid's account. She hasn't been signed in on my computer in years, but just to be sure, I checked her library and she doesn't have it there either. Further, the activation confirmation emails say tairgire and not her Steam account name, and came to my email address and not hers.

Humble will tell you what Steam account is linked to your Humble account, but not what account activated a key -- just if you gifted it or revealed the key yourself.

I do appreciate the help. I think I've checked all the "typical" things but I posted here in case I missed one. I'd love to be wrong.

I have screenshots though I'm not sure I can share them here.

Well I don't know what else to tell you except that licences can't go missing.

The only thing that can possibly happen is if there's been a chargeback by your bank and valve remove the keys, but that wouldn't apply here and you'd know anyway.

As I said, it's always the other reason - the wrong account. And people will swear they don't have one, because that's kind of how it works. If you have made another account by accident, you ain't going to remember.

Hope you get to the bottom of it. You have the right approach.
Crazy Tiger Dec 10, 2021 @ 9:42pm 
When in the support pages, have you actually used the "It's not in my library" option?
Tairgire Dec 10, 2021 @ 11:55pm 
I have.

I created the support ticket that leads to, received a response much the same as in this thread. They did say "I see that you've successfully completed your purchase," and then suggested I try relogging, and check out the relevant KB article, all of which I had done but did again. I replied to the ticket and included screenshots of the activation emails and all of that, but haven't heard back yet and it's been a couple of days. (Initial response was a few hours.)

I'm in a sort of a time crunch as I was going to use the Jackbox games for an event in a week and now I'm sort of screwed if this doesn't get resolved. I don't have a backup plan and people are counting on me.
Tairgire Dec 11, 2021 @ 12:34am 
Steam support got back to me and fixed me up! Yay! Thank you for the advice and effort, folks. I really appreciate it.
crunchyfrog Dec 11, 2021 @ 1:41am 
Originally posted by Tairgire:
Steam support got back to me and fixed me up! Yay! Thank you for the advice and effort, folks. I really appreciate it.

Just out of curiosity could you explain a bit more what happened? Obviously they fixed it, but do you know what they did or anything?

It'd help others in future.
The Giving One Dec 11, 2021 @ 1:52am 
Originally posted by Tairgire:
Endzone, Jackbox Party Pack 5, 6, and 8.
From what I can tell, the Jackbox games were maybe part of the Jackbox Partypacks that we can see if we look at your list of games.

But I still don't see anything concerning any game titled "Endzone".

As kindly asked above, how about tell us what Support did to "fix you up" ?
Last edited by The Giving One; Dec 11, 2021 @ 1:53am
Tairgire Dec 11, 2021 @ 4:58am 
They didn't say what they did. Exact (and complete minus greeting and signature) text of the message from support was, "I've made some adjustments on our end. Please retest the issue." That implies it wasn't anything I could have fixed myself, I suppose.

I wish I knew what the cause was too, so that I could avoid it happening again. Of course, it's the first time I've had a problem in 12 years, so I'll just cross my fingers for now.

Endzone is this:
The Giving One Dec 11, 2021 @ 5:05am 
That's very interesting. I am still not seeing anything in your library when searching for the game Endzone - A World Apart.

So you are saying that you now see all the games that you originally said were apparently missing before ?
Tairgire Dec 11, 2021 @ 5:07am 
Yes, all four are back.
The Giving One Dec 11, 2021 @ 5:09am 
Originally posted by Tairgire:
Yes, all four are back.
Hmmm...that's even more interesting. Might have something to do with the fact you said there were keys activated on Steam but that's just a wild guess. Thanks for replying back with what you know about the issue, though. Good luck in the future. :steamthumbsup:
crunchyfrog Dec 11, 2021 @ 6:42pm 
Originally posted by Tairgire:
They didn't say what they did. Exact (and complete minus greeting and signature) text of the message from support was, "I've made some adjustments on our end. Please retest the issue." That implies it wasn't anything I could have fixed myself, I suppose.

I wish I knew what the cause was too, so that I could avoid it happening again. Of course, it's the first time I've had a problem in 12 years, so I'll just cross my fingers for now.

Endzone is this:
Thanks for the input.

It doesn't matter that it's vague. It can help. That at least told us they looked at it and did SOMETHING. Which means if anyone else has this issue in future we know where to point them :)

THnaks for feeding back to us.
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Date Posted: Dec 10, 2021 @ 7:17pm
Posts: 15