I bought "Paws" (Pitter Patter Edition) on June 6th and it still doesn't show up in my collection as downloadable. Have contacted support twice. I know they are busy, but how hard can this be to just ad to my account?

Account refresh per the support page.

It's definitely not showing up on in your account?

https://www.gog.com/account

Have done this multiple times, as well as the 'Sync Integrations' in Gog 2.0.

Still no dice. It shows up that I purchased it, in order history, but not in my library.

Really odd but I think you just have to wait for support to come back to you then.

Am guessing there are probably hundreds of these that all happened at the same time, and they are bogged-down with it. Otherwise it likely would have been set right much quicker. But if it doesn't get set right by the end of the week - will do a charge-back since nobody from support is getting back to me. 2 weeks is a LONG TIME to wait for a response.

I think you're over reacting. I mean, from your account you own 250 games, with how many of those purchases have you had issues? Clearly this is an abnormality, both in the game not showing up, and with support being unable to respond. If you liked the game enough to buy it, I think you should continue waiting for a response. I'm certain the issue will be fixed just as soon as they get around to it.

I've also had an unaddressed ticket for more than two weeks(3 July - 19 July), and only recently have I received a response.

Could it be that you bought the upgrade to the base game? Playable content included would then probably be handled like a DLC and not show up as a seperate entry. Instead you would find it under DLCs in the base game entry. That means:

- seperate installer files in the Extras menu (Galaxy) or your library (website)
- for install through Galaxy Right Click on the game -> Manage installation -> Configure -> select additional content

I can actually identify with that point of view. BUT there have been quite a few problems that I wound up having to solve myself, because support couldn't help - which is totally understandable, as a lot of these are older games, but to not even get a reply saying "We are Aware of the Issue...", seems weird considering how long it's been nearly 3 weeks since contacting support. On their own support page regarding this issue they state flatly that if you don't get access to a title within a day that you've purchased to contact right away. Support is normally pretty good at getting back to you, and since this is taking so long, I have no choice but to assume this is a wide-spread issue, with no fix in site. What else would one assume when you don't get an item, and you contact customer service and don't hear anything for 2.5 weeks? I've had packages mailed from Europe take less time to arrive. First thing I suspected, but sure enough it was the deluxe version of the game.



So thanks for all the replies on this. I really appreciate the interest, and share your loyalty toward Gog, but I just wish there would be SOME response. It's not like I don't have anything to play, but at this stage am thinking I might as well setup an alarm on my computer for the 1st day of Fall, so I remember to check on whether this ever got straightened out.

On your profile under "recently played" it says "Paws: A Shelter 2 Game" which is the base version. That's why I asked.

So if you don't have the DLC option, there's a few possibilities left that I can think of:

1. There was a technical glitch which gave you the base game instead of the deluxe edition. In that case only GOG support can help.
2. You bought the base game before and then the full deluxe edition on top which gave your library the hiccups. Again only GOG will be able to help.
3. You did indeed buy the base game and the upgrade but accidentally chose the gift option when buying the upgrade. In that case you should have received an email condirmation with a gift code/link that lets you redeem the upgrade yourself. Check your emails if that's the case.
4. You bought the deluxe version but the additional content is not part of the game and thus is not filed under game contents but under bonus materials. I'm not familiar with Paws, so that's just a guess, though. Did you check if you can access bonus materials like the soundtrack?