Check the gem on the game
Open the game and look at the gem button. An active gem means you have added it to Gems. If it is inactive, tap it once and wait for the change, then open Profile and Gems. Tapping the active gem again removes it from the list.
Confirm the account
Check the username in your profile, especially if you use more than one account or browser. Gems given from one account do not appear in another account’s list. Refresh the profile after confirming the gem state. If the device was offline when you tapped the gem button, reconnect and check the game again before assuming the change reached your account. If you are signed out, sign back into the account you used when you gave the game a gem before checking Gems.
If the game is still missing
Search for the title directly. A game that has become unavailable may no longer appear in the library. If the title is available and its gem remains active but it is missing from Gems, contact support with the title and the steps you took. Do not include your password.
Questions about game missing from Gems
Does giving a game a gem preserve my current run?
No. Giving a game a gem marks it as a favourite and adds it to Gems. Progress depends on the game’s own features.
Why does Gems show different games on another device?
Confirm that both devices are signed into the same account and refresh the profile. A guest session or another account has a different Gems list.
Further reading
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