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One free scan finds every outdated or missing driver and matches the right update for your exact hardware.Free scan · exact hardware matchIf you claimed a game on the Epic Games Store, download it from the Epic Games Launcher—not from the store website. Open the Launcher, sign in to the Epic account that claimed the game, select Library, find the title, choose an installation directory, and select Install. When the download finishes, select the game icon to launch it.
If the title is missing, check the account and sign-in method first, then clear the Library filters, refresh the view, confirm that the Library is not hidden in Launcher settings, and verify that the game is available for your platform and operating system. Refunds, gifts purchased for somebody else, revoked retail codes, and expired beta or press access can also explain why a title cannot be downloaded.
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What you need before downloading
The Epic Games Store website is for browsing and purchasing. Epic says your game library is not viewable on the website, and downloading or managing claimed games requires the Epic Games Launcher. Install and open the Launcher on the computer or supported device where you want to play.
You also need to sign in to the Epic account that received the entitlement. A game claimed on one Epic account will not appear in another account’s Library. If you originally accessed Epic through an external identity provider, such as Google or Facebook, use that same sign-in route when checking the account. Signing in with a different email address or a different login method can create the appearance that a game has disappeared.
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Finally, check the platform and operating system. An entitlement does not necessarily mean that the title can run on every platform. The Launcher can only install a version that Epic makes available for the operating system and platform you are using.
How to install a claimed game
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Install and open the Epic Games Launcher
Install the Launcher if it is not already on your device, then start it. The Launcher is the application Epic uses to display the Library, download files, apply installation management, and start games. The web store cannot substitute for this step.
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Sign in to the account that claimed the game
Enter the credentials for the Epic account that made the claim or purchase. If you normally select an external login button, use that route instead of creating or selecting a separate Epic account. Confirm the account before troubleshooting the Library; otherwise, every later check can produce the wrong result.
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Open Library
Select Library in the Launcher. This is the collection Epic associates with the account currently signed in. A game claimed through a free promotion should be listed here after the claim has been completed.
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Find the title
Scroll through the Library or use its search field. Epic’s Library search accepts partial words, so you can enter a distinctive part of the title rather than reproducing the complete name. Check spelling, punctuation, and alternate wording if the full title does not produce a result.
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Clear filters if the title is absent
If the game is not visible, inspect the filters before assuming that the entitlement is gone. The Installed filter shows only games already installed. Clear that filter to include uninstalled claims. Reset any other active filters and refresh the Library view.
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Select the game and choose an installation directory
Select the game’s tile or entry. The Launcher will present an installation location. Choose the directory where you want the game installed, checking that it is the intended storage location, then continue to the installation confirmation.
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Select Install
Select Install to begin downloading the game. The Launcher handles the download and installation in the selected directory. Keep the Launcher available while it works and use its displayed progress information to determine when the process has completed.
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Launch after the download completes
When installation is finished, select the game icon in the Launcher. Epic’s installation guidance states: “Once the download is complete, you can click the icon to launch the game.” The first launch may involve the game’s own startup checks, but the Epic installation path ends with selecting that icon.
If a claimed game is missing from Library
Work through the checks in this order. It separates a display problem from an account problem, a compatibility problem, and a genuine entitlement change.
1. Confirm the Epic account and sign-in method
Open the account controls in the Launcher and verify that you are using the account that made the claim. If you have more than one Epic account, sign out and test the others only when you have a legitimate reason to believe the claim was made there. If you first registered or signed in through Google or Facebook, repeat that external-login method. A different email address can lead to a completely different Library.
Do not use the absence of a game in one account as evidence that Epic deleted it. Establish the account identity first, because filters and cache troubleshooting cannot reveal an entitlement held by another account.
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2. Search with a partial title and reset the view
Use a distinctive partial word in the Library search field. Then clear Installed, reset other filters, and refresh the Library. A title that has never been installed is excluded when the Installed-only view is active. A stale Library view can also fail to show a newly claimed game until it is refreshed.
3. Check whether the Library is hidden
Epic’s missing-games guidance includes checking Launcher settings to make sure the Library has not been hidden. If the Library control itself is absent or the view is not available, inspect the Launcher settings and restore the Library display before checking individual titles.
4. Restart the Launcher and clear its web cache
Close the Launcher completely, start it again, and sign in. Epic also recommends clearing the Launcher’s web cache when Library information is not displaying correctly. Restarting and clearing cached data address a stale interface; they do not restore an entitlement that was refunded, revoked, or issued to another account.
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5. Verify platform and operating-system compatibility
Check that the claimed game supports the platform and operating system in use. A title can be present in the account while the current device cannot install its available version. Do not treat a platform mismatch as an account-loss problem; first determine whether the game was claimed for a different supported environment.
6. Check the entitlement history
If the game remains absent or unavailable after the visibility and account checks, consider what kind of access you received. A refund removes access. A beta or press build can expire after its permitted period. A retail code can be revoked when Epic identifies it as fraudulent. A purchase made as a gift belongs to the recipient rather than the purchaser’s personal Library.
For a gift purchase, Epic’s current English-language support information says the transaction details show Gifted to under the item in Purchases. Use that record to distinguish a title bought for somebody else from one claimed for your own account.
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7. Contact the relevant party for a revoked retail code
When a redeemed retail code was revoked as fraudulent, Epic advises contacting the retailer. The Launcher cannot turn a revoked code back into a valid entitlement. Keep the purchase record and code-related information available when communicating with the seller.
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Classifying the symptom prevents you from repeating the wrong fix. Use the first column that matches what you see, then apply the corresponding check.
| Category | Typical sign | What to check | Appropriate action |
|---|---|---|---|
| Visibility | The game is not shown in the current Library list, or the Library control is missing. | Partial-title search, the Installed filter, other filters, refresh status, hidden Library setting, and cached Launcher data. | Clear filters, refresh, verify the Library display in Launcher settings, restart the Launcher, and clear its web cache. |
| Identity | The Library contains other games but not the title you remember claiming. | The signed-in Epic account and the external login route originally used. | Sign in to the account that made the claim; if applicable, use the Google or Facebook sign-in route associated with it. |
| Compatibility | The account appears correct, but installation is unavailable on the current device. | The game’s supported platform and operating system. | Use a compatible platform or operating system. A visible entitlement does not guarantee a build for every device. |
| Entitlement | The title was once accessible, or a code was redeemed, but access is now unavailable. | Refund status, whether the item was a gift, the duration of a beta or press build, and whether a retail code was revoked. | Review the transaction, confirm the recipient of a gift, wait no longer for an expired limited build, or contact the retailer about a revoked fraudulent code. |
What different kinds of claims mean
Games claimed during a free promotion
Epic says a game claimed during a free-game promotion remains in the claiming account’s Library permanently. The promotion’s end date affects when new users can claim the title; it does not turn a completed claim into a temporary trial. You still need to sign in to the same account and use the Launcher to download it.
Beta and press versions
A beta or press version is different from a standard free-promotion claim. Epic identifies these builds as potentially limited to a defined period and removable when that period ends. If you received access through one of these programs, the end of the access window is a plausible explanation for its disappearance or inability to download.
Refunded purchases
Epic states that access is removed when a game is refunded. Search and filter changes cannot restore a refunded entitlement. Check your purchase history and refund status before spending time on repeated Launcher resets.
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A game purchased as a gift is intended for the recipient’s account, not automatically for the purchaser’s personal Library. Look in the transaction’s purchase details for the Gifted to designation. If you were the recipient, sign in to the account that received the gift; if you were the purchaser, the absence from your own Library may be expected.
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Retail codes revoked as fraudulent
Epic lists revoked fraudulent retail codes as another reason a game may no longer be available. In that case, the seller or retailer is the party Epic directs you to contact. A successful code redemption in the past does not guarantee continuing access if the code is later revoked.
Removal from the store
Epic’s Store EULA describes software as licensed rather than sold and notes that, in rare cases, software may be removed from the store and become unavailable for further download or access. This is a separate possibility from a hidden filter or a wrong account. It also means that a past entitlement should not be described as an unconditional promise of perpetual downloading in every circumstance.
Why the Epic Games website is not enough
The store website can let you browse games and make purchases, but Epic says it does not display your personal Library. There is therefore no web-only download path for a claimed title. If you are looking at the website and cannot find a Library page, that behavior is expected; switch to the Epic Games Launcher for account entitlements, installation choices, downloads, and launching.
Use the website’s purchase information only as a record when checking a transaction. Use the Launcher Library when you need to install or manage the game itself.
A practical checklist
- Install and open the Epic Games Launcher.
- Sign in to the Epic account that made the claim.
- If you used Google or Facebook to access that account, use the same external-login route.
- Open Library.
- Search using the full title or a distinctive partial word.
- Clear the Installed filter and reset other filters.
- Refresh the Library view.
- Check Launcher settings if the Library is hidden.
- Restart the Launcher and clear its web cache if the view remains stale.
- Confirm that the title supports your platform and operating system.
- Review whether the access was a permanent free-promotion claim, a limited beta or press build, a refunded purchase, a gift, or a retail code that was revoked.
- Select the game, choose an installation directory, and select Install.
- After the download completes, select the game icon to launch it.
Limits and changing Launcher interfaces
Epic’s support instructions are written for the English-language Launcher and support pages. Labels, control placement, and availability can change between Launcher releases or across platforms. The essential sequence remains the same—authenticate to the correct account, open Library, locate the entitlement, install to a chosen directory, and launch from the installed game entry—but the exact visual arrangement may differ.
If a control is not where these instructions describe it, look for the equivalent Library, filter, settings, refresh, or installation command in the current Launcher rather than assuming the claim has vanished. When the account, visibility, compatibility, and entitlement checks all point to a genuine access problem, use Epic’s support process or the retailer route specified for a revoked code.
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