# Unable to find my game **URL:** \ **Category:** Phoenix Point\ **Created:** [June 14, 2019, 10:32pm UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680 "2019-06-14T22:32:12Z")\ **Posts on this page:** 14\ **Page:** 1
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [June 14, 2019, 10:32pm UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/1 "2019-06-14T22:32:12Z")
OK for some reason I had to make a new account ( I have been gone for awhile). but somehow I seem to no longer be able to find or launch the game. has stuff changed that much? yes I played for a bit then had to delete it off hard drive to make room for AC Odyssey now I’m trying to re-download it and cant find it anywhere, plus when I tried to log in it said there was no account by that name or email. ---
**Author:** ![Kings\_Rook](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/kings_rook/32/942_2.png) [@Kings\_Rook](https://forums.snapshotgames.com/u/Kings_Rook)\ **Post date:** [June 14, 2019, 11:23pm UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/2 "2019-06-14T23:23:01Z")
are you trying to download from xsolla or Epic? ---
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [June 15, 2019, 12:11am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/3 "2019-06-15T00:11:18Z")
Only option I get is to buy it again ---
**Author:** ![Kings\_Rook](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/kings_rook/32/942_2.png) [@Kings\_Rook](https://forums.snapshotgames.com/u/Kings_Rook)\ **Post date:** [June 15, 2019, 12:42am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/4 "2019-06-15T00:42:12Z")
which backer build were you playing before? ---
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [October 1, 2019, 3:36am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/5 "2019-10-01T03:36:37Z")
I think it was 4. ---
**Author:** ![Ryu](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/ryu/32/1207_2.png) [@Ryu](https://forums.snapshotgames.com/u/Ryu)\ **Post date:** [October 1, 2019, 6:56am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/6 "2019-10-01T06:56:07Z")
In any case you should have received a mail from Snapshot Games from 27.03.2019 including a BB4 Key for Epic. BB5 will be automatically updated from 4. If you didn’t used epic before it will be BB3, so you have to install the epic launcher and if you can’t find the mail you should write to [contact@snapshotgames.com](mailto:contact@snapshotgames.com). ---
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [October 11, 2019, 7:08pm UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/7 "2019-10-11T19:08:45Z")
Nope, don’t remember seeing any email. Sent email to [contact@snapshotgames.com](mailto:contact@snapshotgames.com) but have yet to receive answer. Seems like every time the do a new backer build I loose my game. ---
**Author:** ![UnstableVoltage](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/unstablevoltage/32/5_2.png) [@UnstableVoltage](https://forums.snapshotgames.com/u/UnstableVoltage)\ **Post date:** [October 11, 2019, 11:03pm UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/8 "2019-10-11T23:03:13Z")
You sent an email to us on October 9th at 6:09pm UK time. I replied at 6:11pm UK time. The email was to inform you that Backer Builds 4 and 5 were through the Epic Games Launcher as your email indicated that you were still using the retired Snapshot/Xsolla launcher. You have since not responded to that email, over 48 hours later. Your Epic Games Store key was sent to you on Match 27th along with all other customers. Our records show that is was never opened, so probably got caught up in your spam/promotions folder. I will resend the key again via email now. ---
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [October 12, 2019, 3:18am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/9 "2019-10-12T03:18:34Z")
Thank you very much ---
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [October 12, 2019, 3:25am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/10 "2019-10-12T03:25:18Z")
OK Ive Looked in my email, Gray mail and spam filter and see nothing from you guys… ---
**Author:** ![UnstableVoltage](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/unstablevoltage/32/5_2.png) [@UnstableVoltage](https://forums.snapshotgames.com/u/UnstableVoltage)\ **Post date:** [October 12, 2019, 4:37am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/11 "2019-10-12T04:37:29Z")
I sent the second email with the key the moment after I replied to you on here. I didn’t receive any notification that the email couldn’t be or wasn’t delivered. ---
**Author:** ![UnstableVoltage](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/unstablevoltage/32/5_2.png) [@UnstableVoltage](https://forums.snapshotgames.com/u/UnstableVoltage)\ **Post date:** [October 12, 2019, 10:24am UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/12 "2019-10-12T10:24:43Z")
I’ve sent you the information via the forum’s DM system, given emails don’t seem to be reaching you. ---
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [October 15, 2019, 8:02pm UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/13 "2019-10-15T20:02:36Z")
Sorry , but because of my job I cant get to my emails but 1 maybe 2 times a week ![DC8DBBF371F6425FAF2D23D1D855E273.png](https://canada1.discourse-cdn.com/flex036/uploads/snapshotgames/original/2X/7/7159a975d714a6caee787759490140daf4d4fda6.png) ---
**Author:** ![SplattMcnasty](https://avatars.discourse-cdn.com/v4/letter/s/d9b06d/32.png) [@SplattMcnasty](https://forums.snapshotgames.com/u/SplattMcnasty)\ **Post date:** [October 15, 2019, 8:04pm UTC](https://forums.snapshotgames.com/t/unable-to-find-my-game/3680/14 "2019-10-15T20:04:46Z")
Getting a 19009 error….Code redemption failed. Please contact customer service with the code you entered. ![DC8DBBF371F6425FAF2D23D1D855E273.png](https://canada1.discourse-cdn.com/flex036/uploads/snapshotgames/original/2X/7/7159a975d714a6caee787759490140daf4d4fda6.png)