Why can’t I see my Epic Games Store purchase?

Sometimes purchases in the Epic Games Store don’t complete correctly, which can happen because of network issues or problems with your payment provider. If you recently made a purchase and don’t see the content on your account, try the following:

  1. Do you have a receipt for this purchase? You should receive it in your email, or find it in your Transactions on your Account Settings.
    1. If yes, ensure you have cleared the filters in your Epic Games library and look for your content again. It may not have been showing up due to search filters. If you have cleared filters and your content is still not showing up, please use the Contact us button at the bottom of this article.
      Note: If you made a purchase through the web shop, refer to Missing content purchased through the Web Shop.
    2. If you can’t find a receipt, move on to the next step.
  2. Did you pay using your bank account? (Credit card, PayPal, Etc)
    1. Was money withdrawn from your bank account if you paid through your bank?
      1. If the money wasn’t withdrawn, contact your bank.
      2. If the money was withdrawn, use the Contact Us button at the bottom of this article.
      3. If you did not pay using your bank account, please move on to the next step.
    2. Did you pay using your Epic Games account balance?
      1. If yes, please use the Contact Us button at the bottom of this article.
      2. If no, please go to the next step.
    3. Did you pay with cash?
      1. If yes, has it been over five business days?
        1. If it has not been over five days since your cash transaction, please wait for 5 days to pass and check again.
        2. If it has been more than five days since your cash transaction, please use the Contact Us button at the bottom of this article.
      2. Please go to the next step if you did not pay with cash.
    4. Did you contact your payment provider to check the purchase status and they confirmed it was successful? (E.g Credit Card issuer, XSOLLA, Nuvei, Paypal…)
      1. If yes, please use the Contact Us button at the bottom of this article.
      2. If no, contact your payment provider (E.g credit card issuer, XSOLLA, Nuvei, Paypal…) to check on the status of your purchase before trying again.