3

I formatted my computer recently and when I logged in only a couple of the games I had were in my library. The one I am missing needs me to pay to get it back again. The game is Total War: Warhammer II.

  • This is a question you should ask to the Steam support team directly. You can do so from the Steam software by clicking on "Help" -> "Steam Support". – Philipp Nov 18 '18 at 10:02
  • Note that games that are free to play do not appear in your library until they are installed again. – Mixxiphoid Nov 18 '18 at 12:52
10

It is possible that a filter in Steam is hiding some of your games. Ensure that your filter is set to show all games.

image of Steam filter set to show all games

If that does not solve your problem, I suggest logging into Steam through your web browser to verify whether or not the game is in your account.

Once logged in, check your games page to see if your game is there. To do so, visit the following URL, replacing YOUR-USERNAME with your username:

https://steamcommunity.com/id/YOUR-USERNAME/games/?tab=all

Once there, filter for the game you are looking for:

image of Steam library being filtered

If you still do not see your game, review your purchase history and find when you purchased it: https://store.steampowered.com/account/history/

image of Steam transaction history

Once there, click on the purchase of your game and you will be presented with a 'help' screen for that purchase. You should then see commonly asked questions. Click I have a question about this purchase and follow the instructions you are given.

image of Steam purchase support page

If you are unable to find your game in the transaction history, it is possible that you never purchased the game. If someone else shared the game with you via Steam Family Sharing then sharing may have simply expired, causing the game to be removed from your library. View what games people have shared with you here.

image of Steam Family Sharing console

Still not satisfied? Try using the Steam Support page. To contact them directly, keep clicking on the various options you're presented with until you land on one which allows you to contact them directly. (even if the category isn't exactly what you're having an issue with) Clearly explain the issue you are having and hit Send!

I was able to find a contact form by selecting I was charged the wrong amount under one of my game purchases:

enter image description here

  • Very detailed and exhaustive answer (+1'd), however - could you also provide the steps to contacting Steam Support directly in case the video gets pulled down for any reason? – Asunez Nov 19 '18 at 12:44
  • 2
    @Asunez I've added the requested information. – Lemmings19 Nov 19 '18 at 23:46

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