I’m posting here because I need to escalate this and I’m hoping someone will help. TLDR at bottom.
Last week, after building my new PC, I installed the usual launchers: Steam, EA Play, Xbox, Battle.net, Ubisoft, Bethesda, and of course Epic Games. I logged into each account successfully.
What was weird was that I logged into my Epic Games account and my library was empty. I logged out and tried logging in via a different method and the same thing happened. I tried 2 different methods and they all logged into the same account. That makes sense because all of my accounts are linked together.
I checked my email and looked for Epic Games verification codes from the past and yep, there were a few emails from around a month ago when I was on my old PC. Also receipts from past purchases.
I Googled, “Games missing Epic Games” and they have a [whole support article about it here.](https://www.epicgames.com/help/en-US/epic-games-store-c5719341124379/launcher-support-c5719357217435/my-games-are-missing-from-the-epic-games-launcher-library-a5720236831003) No suprise there. This seems to be a common issue.
I followed the article and came to the conclusion I need to submit a ticket. [So I did, and what followed was sheer incompetency.](https://imgur.com/oi6hzef)
* I submitted the ticket on Thursday, Feb. 8th at 9:42pm.
* I received a reply on Friday, Feb. 9th at 3am (a few hours after submitting) stating they were backed up and are responding slower than normal and I should take a look at the support article that I linked above.
* I received a second reply 10 minutes later at 3:10am stating that since I didn’t respond, they were closing the ticket.
* I replied the Saturday night (when I saw the emails) requesting to reopen the ticket because “you guys haven’t even tried to fix my issue”.
* They deleted the previous ticket responses
* They responded asking for my username and email
* I sent them the info
* They replied “Upon extensive check, currently no changes or adjustments can be made from our side due to security concerns on the account in question. Your understanding is greatly appreciated.”
I’m furious. I’ve spent a lot of money on Epic Games and they didn’t offer to compensate me or anything. They’ve deleted all of my receipts and none of my friends see me on their friends list. I can’t believe it.
TLDR: Support rep Zenchev at Epic Games deleted my library, receipts, purchase history and offered no help, compensation or reasoning for doing so.
28 Comments
Did you chargeback on a purchase or experience fraud on your account or payment cards?
This sounds weird but @ them on social media (best one is x formerly twitter) the company’s social media reps normally handle this better as it’s public. If they don’t respond, try opening a ticket again and threaten legal recourse, that always puts someone’s panties in a twist
Are you sure its the right account you login, i know a friend who have more than 1 account, dont know why never asked him, but maybe thats the problem?
I’m glad I don’t buy games from the fortnite store.
Since you are on a new PC, most likely you’ve logged in (or created) a new account.
> You have logged into the wrong Epic Games account: If you’re logged into the wrong Epic Games account, you will not see the games that were previously available. Make sure you’re using the correct Epic Games account.
Note: If you’ve previously used an external account to log into your Epic Games account (Facebook, Google, etc) try using that option again since that account may have your games on it.
Rrrr me boy, that do be a shame. ‘Tis a shame thar be nothing you can do.
i am still assuming you logged into the wrong account or logged in the wrong way as in logging in with a gmail email and logging in with gmail login using the same gmail account is different.
I will suggest chjeck you email from epic and confirm what account was used
Do you still have your old PC? Have you tried logging in from there?
Another thing that could have happened is Epic may have seen unusual behavior from the account, and nuked it if the account was compromised. EA used to do something similar (maybe they still do).
I know you keep saying “this is definitely the same account”, but “Support Reps” don’t “delete all your receipts and purchase history”. Are you absolutely sure you’re logged into the right account? Like for real? Because the fact that your account is empty REALLY makes it seem you logged into the wrong account.
Epic allows you to sign in with Email … or Xbox, PSN, Nintendo, Steam, Facebook, Google, Apple and Lego. Perhaps you logged in originally with your Gmail address, bought your games and then logged in via Google… so it just looks like the same address, but the 2 accounts aren’t linked.
Even if you file a chargeback or commit fraud and your access to your game library is revoked, they won’t “delete all your receipts and purchase history”. They will still be accessible.
I guess other companies heard what Ubisoft’s CEO said about us getting used to not owning our games and are taking that to the literal level.
r/FuckEpic
Epic games burned my crops and poisoned the water supply!
Epic games is such trash. I was playing through Alan Wake 2 on my ROG ally, they installed an automatic update when I was 75% through the game, and poof game don’t work no more. They close my case without response like 5 times now.
The interesting part to me is that someone spent money at Epic’s storefront. I thought they were just for unlocking free games.
Common Epic L
wtf
Damn, this is why im happy with my simple console and physical library
OP: I have checked multiple times via different methods and forms and ways and machines and log in and it is the same account
Entire thread: dId yOu cHeCk iT’s tHe rIgHt aCc?
I’m in the US. I would gather evidence from my email inbox in terms of order confirmations. Send a physical letter. If still no response file in small claims court.
Just a suggestion, but maybe try adding a free game to your library on one account and then signing in with another to see if the game is still in your library. I think you should be able to tell if it’s the same account or separate accounts that way.
You’ll own nothing and you’ll love it
This happened to me once with Steam, but it was my error because, somehow, I had more than one Steam account setup….
I agree with the people that are saying you are probably not logged into the same account, despite the fact that you are convinced that is not the case.
It’s simple probabilities; From a probability standpoint, the likelihood that Epic “wiped your whole account” at exactly the same time as you got an entirely new PC (such that you weren’t using a saved login) is infinitesimally small compared to the likelihood that you just managed to screw up and are logged in on a different account.
The simplest answer is almost always the correct one. And the capacity for a human being to stubbornly refuse to see their own errors is also pretty much normal.
Anyway, with that said, their customer support should STILL help you to recover from it. They have to have records that can indicate that the same email address is associated with more than one user account. It sounds like they aren’t trusting you’re the same person though, given their reply of “Upon extensive check, currently no changes or adjustments can be made from our side due to security concerns on the account in question. Your understanding is greatly appreciated.”
I got hacked a few months ago. Submitted screenshots they requested. Tried a few times. Finally got told I passed the checks only to be ignored. Then after emailed them chasing up an answer. Finally got told further checks had failed with zero explanation or option to validate myself. They have terrible customer service with zero feedback. Spoke to an rl around this time and same happened to his cousin.
A lot of these comments are assuming operator error but I had a similiar issue last year, where I logged into Epic the night before slept. Woke up logged in for it to say account info incorrect I was so sure double checked tried to do password recovery for it to say no acc. linked to email. I made support ticket for them to say the same that the account didnt exist. Only way was to show them E receipts from a couple years ago with game purchases THEN IT MAGICALLY existed was restored. Terrifying considering someone moght use Epic like I use Steam. Without those email receipts they would of gaslit me and never restored the account.
Find a fix for this? Like you I just logged on for the first time in a while for epic and the only game in my library is Fortnite – but like you said I can see all the email receipts for all the games I purchased, I’ve logged in using gmail, google option, Xbox option as well and even Facebook. None of my shit returns- I did see the library glitch once as if it wanted to show all my other games in my library but then went back to only showing Fortnite.
EA did this to me in Origin.
I had to call, and they were requesting me to say all thr games I had, literally they wanted me to remember all of them.
I will never buy to EA, never again.
Issue is its hard for us to know the full picture. Is Epic at fault here and they did something *specially* to your account and no one else’s? Are you using someone’s credit/debit card and they refuted a purchase thus getting you banned? Its impossible for us to see the full picture. If you’re truly not at fault all you can do is contact Epic and hope they work with you.
The amount of downvoting in this thread really shows how bad the users of this sub are. Ya’ll need to touch some grass.
> Opens a ticket
> Complains to re-open it when it wasn’t closed
> Comes right to reddit to complain instead of trying to re-open the ticket to escalate it or opening another
lol what