This issue is often caused by being logged into the wrong account. Please follow these steps to resolve it:

1. Log in with the provided account details:
   • Make sure you are using the correct account credentials provided to you after your purchase.
   • Double-check that you are logged into the account where the game was purchased.
2. Check the ‘Hidden’ folder in your library:
   • The game might be hidden in your library. Go to your game library settings and ensure the game isn’t marked as hidden.
3. Contact support if the issue persists:
   • If the problem continues, provide your order number and account details to our support team for further assistance.

Check remove your game from “hidden” folder:

https://heyplays.com/support-center/technical-issues-and-troubleshooting/docs/the-purchased-account-does-not-have-the-game/