This issue is often caused by the game being in the ‘Hidden’ folder of the account. Please follow these steps to resolve it:

1. Check the ‘Hidden’ folder in the game library:
   • Log in to the purchased account.
   • Go to the library settings and ensure the game isn’t marked as hidden. If it’s hidden, unhide it to access the game.
2. Confirm the provided account details:
   • Make sure you’re using the correct account credentials provided after your purchase.
   • Verify that the username and password match exactly.
3. Contact support if the game is still missing:
   • If the game does not appear in the library or ‘Hidden’ folder, please reach out to us with your order number and account details.