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Business Profile

Entertainment

Epic Games, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Entertainment.

Complaints

Customer Complaints Summary

  • 3,908 total complaints in the last 3 years.
  • 3,639 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i need help getting my account back ive reached out to epic games support using the recovery form but its no help at all i constantly get told im not the "Creator" of my account when ive provided as much information as i could and made sure it was 100% correct

    Business Response

    Date: 05/06/2025

    Hello,

    Thank you for reaching out for assistance. We cannot find a recent support contact from the email address associated with this request. To allow us to properly help please open a support request here: **************************************************.

    We look forward to assisting you.

    Best,
    Epic Games Support

  • Initial Complaint

    Date:04/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I need help getting my original account back please.. Epic Game employees are not helping me at all even after i did the recovery form and provided them with all the information i need to get my account back.. they denied it and said i wasnt the creator when ive recovered my account with this information before but there being lazy and not looking good enough to help me gain access to my day 1 account.

    Business Response

    Date: 05/05/2025

    Hello,

    Thank you for reaching out for assistance. We cannot find a recent support contact from the email address associated with this request. To allow us to properly help please open a support request here: **************************************************.

    We look forward to assisting you.

    Best,
    Epic Games Player Support

  • Initial Complaint

    Date:04/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The issue I have is with a video game company associated with the game ********. I have had an account with this company for well over 5 years playing this game with my son. We have bought their monthly subscription every month for years which include special outfits and visual effects for your characters. We also bought 3 other game through their website. Because of the outfits called skins we owned it made are account or profile intriguing to other players. Are account caught the attention of a hacker that somehow got into are account and swapped all of our accessories or skins with theirs. We gave contacted **** multiple time with no help and excuse is we can not prove it. We have tried to provide all information they have asked for. **** will not take phone calls or return phone called to help me in a more detailed manner. All I want is my account back which they vaguely said in emails that they can see the changes but will not do anything about it. Maybe they can call me just to help or explain in a more detailed manner on why or what can be done. Im not looking for anything more then what was originally purchased.

    Business Response

    Date: 05/06/2025

    Hello,

    Thank you for reaching out for assistance. We cannot find a recent support contact from the email address associated with this request. To allow us to properly help please open a support request here: **************************************************.

    We look forward to assisting you.

    Best,
    Epic Games Support

  • Initial Complaint

    Date:04/25/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally express my frustration regarding the ongoing issues with my Epic Games account, which has been compromised. On February 1st, I successfully recovered my account after it was hacked. However, on February 28th, my account was suddenly disabled, and when I tried to log in, I received a message indicating that my account was inactive.I have contacted Epic Games Support four times, only to be informed that, for security reasons, they were unable to assist me. This rationale is perplexing, as my account should not have been disabled in the first place. Additionally, over the past two months, I have received messages from the hackers who have claimed to have recovered my account, sending me images of my account. It is highly concerning that they were able to regain access while I, the legitimate account holder, was denied recovery. This situation is unacceptable, and I am seriously considering legal action over the lack of security and ********** October 2024, I once again tried to recover my account, fully expecting a difficult process. Unfortunately, my experience did not improve. When I entered my account ID "********************************" on the Epic Games account recovery form, I was met with an error stating that an account recovery was already in progress, which I did not initiate. After reaching out through live chat, I was told to wait three days for a resolution, but after that time, the status of my account remains unchanged. The persistent issues with Epic Games support are troubling, and I am requesting immediate action to restore my account to my possession.Thank you for your attention to this pressing matter.Sincerely,*******

    Business Response

    Date: 05/01/2025

    Hello,

    Thank you for reaching out for assistance. We cannot find a recent support contact from the email address associated with this request. To allow us to properly help please open a support request here: **************************************************.

    We look forward to assisting you.

    Best,
    Epic Games Player Support

  • Initial Complaint

    Date:04/25/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Im reaching out because Im having a bit of trouble with my Epic Games account. Back in December, it was disabled, and Im still not sure why. I haven't violated any Terms of Service, and I believe everything is in order.When I try to log in, I see a message saying, "sorry, your account is inactive and may not login." I attempted to recover my account through the form provided and received a message that my case would be escalated to a specialist. I waited a week for a response and, to my surprise, I was told that I needed to verify the very first email I used for the account. Unfortunately, I no longer have access to that email.Interestingly, I recovered my account in October after it was hacked without needing to go through this process. At that time, I was able to provide them with my account information to verify ownership.I truly value my account, and Im feeling a bit stuck. I would appreciate any support or guidance you could provide regarding this situation. Thank you for your help!

    Business Response

    Date: 05/01/2025

    Hello,

    Thank you for reaching out for assistance. We cannot find a recent support contact from the email address associated with this request. To allow us to properly help please open a support request here: **************************************************.

    We look forward to assisting you.

    Best,
    Epic Games Player Support

  • Initial Complaint

    Date:04/25/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, my Epic Games account has been compromised, and I have tried to recover it in the past without receiving the assistance I expected. I provided all the necessary information, which is completely accurate, yet I was informed that I am not the account creator. It is incredibly frustrating to be told that I'm not the rightful owner of my own account. A couple of months ago, Epic Games released a recovery form, but when I attempt to access it, I receive an error message stating that "there is already an account recovery for this account." I have waited for weeks, and the situation remains unchanged. Their account recovery system seems flawed, so I am reaching out for help.

    Business Response

    Date: 05/01/2025

    Hello,

    Thank you for reaching out for assistance. We cannot find a recent support contact from the email address associated with this request. To allow us to properly help please open a support request here: **************************************************.

    We look forward to assisting you.

    Best,
    Epic Games Player Support

    Business Response

    Date: 07/03/2025

    Thank you for reaching out to us through the BBB service, a North American consumer organization. We appreciate your feedback and we would be happy to assist with any inquiry. Please get in touch with our Support experts through *********************************************************.

  • Initial Complaint

    Date:04/25/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Epic Games account was recently hacked, and I have submitted multiple recovery requests to their support team. Unfortunately, I havent received much help so far.Ive provided them with as many details as possible and followed all the steps theyve asked me to complete. Despite my efforts, Im still unable to recover my ********** this point, Im doing everything I can to regain access, but the lack of support has been really frustrating.

    Business Response

    Date: 05/01/2025

    Thank you for reaching out to us through the BBB service, a North American consumer organization. We appreciate your feedback and we would be happy to assist with any inquiry. Please get in touch with our Player Support experts through *********************************************************.

    Customer Answer

    Date: 05/01/2025

     
    Complaint: 23248991

    I am rejecting this response because:
    The response wasnt helpful as i have already tried what it says and it did not work.


    Sincerely,
    ***** ****

    Business Response

    Date: 05/02/2025

    We have already addressed this issue with the user and will not be able to provide a different outcome. If the user has any further questions or concerns, they are welcome to contact us via our help site at *******************************************

  • Initial Complaint

    Date:04/25/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    el dia 22/04 se metieron a mi cuenta de epic y cambiaron mi correo, no puedo ingresar a mi cuenta desde ese dia, intento varias veces enviar un ticket con mi problema a epic games pero solo me da "error" y no encuentro una solucin e intentado de todas las maneras posibles, solo quiero recuperar mi cuenta y que se ****** el correo a mi correo original, ***********************

    Business Response

    Date: 05/01/2025

    Gracias por comunicarse con nosotros a travs del servicio BBB, una organizacin de consumidores de Amrica del Norte. Agradecemos sus comentarios y estaremos encantados de ayudarle con cualquier consulta. Comunquese con nuestros expertos de asistencia al jugador a travs de *********************************************************.

  • Initial Complaint

    Date:04/25/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently had my Epic Games account hacked on April 13th 2025. My email was changed, so I am unable to resolve it myself. When I reached out with a support ticket, they told me I had to submit a form through their account recovery process, so I did. I was denied. So, I submitted it again with as much information as possible and was denied. I am frustrated because I cannot get my account back even with the proof I have. I want someone to help me get my account back.

    Business Response

    Date: 05/01/2025

    Thank you for reaching out for assistance. We have addressed this issue. If you still need assistance, please open a support request here: **************************************************

    Customer Answer

    Date: 05/01/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:04/25/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    MY ACCOUNT HAS BEEN HACKED BY SOMEONE WHO HAS CHANGED THE USERNAME I HAVE 2000 VBUCKS ON THIS ACCOUNT AND A LOT OF SKINS PLEASE HELP ME RECOVER THIS ACCOUNT xbox gamertag: SHAWNPAPIII HE CHANGED MY ACCOUNT NAME TO: ****************

    Business Response

    Date: 05/01/2025

    Thank you for reaching out for assistance. We have addressed this issue. If you still need assistance, please open a support request here: **************************************************

Epic Games, Inc. is NOT a BBB Accredited Business.

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