Why isn't my game showing up?
This is the most common question we get. Here's the full debugging walkthrough.
Quick checklist
Before diving deep, verify:
If all four are ✅ and the game still doesn't appear, read on.
Step 1: Is the platform actually connected?
Open Account Settings → Connections. The platform should show:
✅ Connected (green) — fine.
⚠️ Reconnect required (yellow) — click Reconnect.
❌ Not connected (grey) — click Connect.
If you connected the platform years ago and never reconnected, it's possible the token has expired. Click Reconnect and re-authorize.
Step 2: Is your platform profile public?
Each platform has its own privacy controls.
Steam
Profile → Edit Profile → Privacy Settings.
My profile must be Public.
Game details must be Public.
PSN
Account Settings → Privacy on console or PlayStation app.
Gaming | Media → Trophies must be Anyone.
Xbox
account.xbox.com → Privacy.
Game and app history must be visible to Everyone.
Riot, Battle.net
Generally always public for in-game profiles; nothing to change usually.
After updating privacy, trigger an on-demand sync.
Step 3: Is the game actually associated with your account?
If you played the game on a different account (e.g., a family account on PSN), it won't be on yours. Check directly on the platform:
Steam: view your profile in a browser → games list.
PSN: open the PlayStation app → My Games.
Xbox: xbox.com → your activity.
If the game isn't there either, it's not your account. Maybe you played it on a friend's profile, or it was a guest account.
Step 4: Did you launch the game at least once?
Some platforms (especially PSN) don't list a game on your account until you've launched it at least once. Just buying it on the store isn't enough.
Launch the game, exit, then sync.
Step 5: Trigger an on-demand sync
From your profile page on RivalRyze, click Sync now next to the relevant platform. Wait 30–60 seconds, then refresh.
Scheduled syncs happen automatically every 4 hours (Free), 1 hour (Supporter), 30 minutes (Pro). On-demand sync works on all tiers and is the fastest way to get new data in.
Step 6: Check the sync log
Some platforms show a "Last synced" timestamp on your profile. If the timestamp is current but the game is missing:
Check Account Settings → Connections → [Platform] → Sync Log — this shows recent sync attempts and any errors.
Common error messages:
"Rate limited" — wait an hour and try again.
"Profile private" — fix privacy and retry.
"Account not found" — disconnect and reconnect.
"Game not in catalog" — see Step 7.
Step 7: Is the game in our catalog?
RivalRyze uses IGDB as its game catalog (covering virtually every released game). Very occasionally, a game might be:
Just released and not yet in IGDB.
A regional / niche title that IGDB doesn't have.
A heavily customized game (modded versions, fan-made patches) that don't show up under the standard name.
If you suspect this, contact support with the platform and exact game name. We can add missing entries to the catalog.
Step 8: Check if achievements are actually attached
Some games on some platforms have no achievements (especially older games, indies, or specific regional editions). If the game has no achievements at all:
It will show in your library if syncing is working.
It won't contribute to point totals or appear on goal-based Contest leaderboards.
This is by design — without achievements, there's nothing to compete on.
A game without achievements is still tracked for playtime stats, but it's effectively invisible in Contest contexts.
Step 9: DLC vs. base game
For PSN especially, DLC trophies are tracked separately from base game trophies. If you only see partial progress, check whether you're looking at the right trophy group.
RivalRyze respects PSN's trophy group structure — the base game and each DLC are separate sets.
Step 10: Region-specific weirdness
Some games have region variants (e.g., Japanese release vs. US release). They're treated as different games by the platform, with different achievement / trophy lists.
If you played the JP version of a game, you may see only the JP version in your library — not the US one.
When to contact support
If you've gone through every step and the game still isn't showing:
Contact support with:
Platform (Steam / PSN / Xbox / etc.)
Exact game name as it appears on the platform
Your platform username
A screenshot showing the game on the platform's own profile
What you've tried from this guide
We'll investigate within 24 hours.
Pro tip: sync timing
The most common "missing game" complaint is actually a timing issue:
Free tier syncs every 4 hours. If you just launched a game, you're up to 4 hours away from it appearing.
Trigger an on-demand sync immediately to skip the wait.
After triggering, wait at least 60 seconds before checking — large libraries take time to fully populate.
Upgrade to Supporter or Pro for shorter sync windows if this matters to you. See Subscription Tiers.
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