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2022-07-01

The game has gone - what to do?

If you have purchased Escape From Tarkov or used the gift key, and after some time, the pre-order disappeared from your profile, please make sure that you are logged in with the correct account. Also, if the pre-order is displayed as active in the profile, but instead of the “install” button in the launcher you see the “purchase” button, please make sure that you are logged in with the correct account in the launcher.

To check the correctness of authorization, please log in to the Escape From Tarkov official website, make sure that the profile shows an active pre-order. Please note that your Login (Unique Identifier) is displayed at the top of this page. Then, log in to the game launcher, then check the upper right corner, your login is also displayed there, it must match the one in your profile.

If these two logins do not match, then you are authorized in the launcher under a different account.

If you are certain that the pre-order was activated on that account or if the article didn’t help you, please contact Escape from Tarkov technical support service or send an email to support@battlestategames.com.

In order for us to process your request, please provide the following information:

If you purchased the pre-order yourself:

- The email address that the account was originally created with. 

- Account username.

- All in-game nicknames you have used.

- Pre-order purchase receipt.

If you received the pre-order as a gift:

- The email address that the account was originally created with.

- Account username.

- All in-game nicknames you have used.

- The key you used to activate the pre-order.

- Login and email address of the friend who gave you the key.

- Key transfer screenshot.

- Your IP address. You can check your IP address here: https://2ip.io/ 

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