Missing content purchased through the Web Shop

Content purchased through the Web Shop may be missing for two reasons:

  • The wrong player ID was associated with the purchase

  • The content could not be delivered due to a technical issue

Your player ID is different from your Epic Games account ID. The player ID links your in-game progress to Web Shop purchases. Refer to Where can I find my player ID? if you are unsure of yours.

To check which reason applies to your purchase:

  1. Sign out of the game and sign back in. Some purchases require a fresh session to appear.

  2. Open your Transaction History (Opens in a new tab).

  3. Click the downward arrow to expand the purchase and check the player ID linked to it.

    • If the player ID is correct: The content could not be delivered due to a technical issue. Refer to How to refund a Web Shop purchase if you would prefer a refund.

    • If the player ID is incorrect: Submit a support request and our team will help.