I bought game and the copy of the game is missing after system reinstalation

Hey there Ragros,

In cases like you describe, we often see the incorrect email was being used. It is required to use the same email as was used when claiming or purchasing the game. If you’re not sure what email that may be, please create a ticket so we can better assist. In that ticket you’ll want to include:

1. Email(s) used. If it’s the same as what you’re contacting with, please state that.
2. Order ID’s or CD keys claimed to the account (if you have them)
3. We also need to verify the original owner is contacting us. We do that through a picture or scan of government issued ID.

Once we get all that we should be able to track down the account and send a password reset(if you feel one is needed) so you can get back to playing.