Hello, this is my first time ever posting on this forum so my apologies if I make any mistakes.

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tl;dr: The "Order History" page displays only a large planet earth (Edit: apparently a so-called 'GoG Bear' page, I have learned). I have been in contact with customer support and technical support and have not heard from them in almost a week. Looking for ideas of what to do, even if that means I need to keep waiting for responses. (Edit 2: For clarity: I have sent a reply to Gog just now, and 2 days ago. I have not received any response in 4 days.)

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A little over 3 weeks ago, I made an order which did not appear in the "Order History" page, though the games did show up in the Library and I received an e-mail receipt from PayPal. I did not receive an e-mail receipt from GoG. I reached out to technical support, and after checking the order number, they replied back that they had reinstated the order to my order history page. However, when I tried to check the page, it was broken and displayed only a large planet earth. I assume there might be a name for this sort of broken page around here, but I am afraid I do not know it.
(Edit, apparently it is known as the 'GoG Bear' page.)

I informed customer support, and they began offering suggestions to fix it. Using only incognito tabs, checking if the ISP, Router, or Moden could be blocking various API addresses, and eventually using a pair of 'Refresh' links. None of these worked, and with the use of the refresh links a number of games vanished from my library. I installed GoG Galaxy for the first time and it too would not display the Order History. It did, however, show a complete library list, so I was able to determine which games were missing: the games from the order I had recently made, plus 3 games that had been received when purchasing other games (such as 'Spear of Destiny' when purchasing 'Wolfenstein 3D').

After these 'Restore' links were used and failed to fix the issue, I was transferred to Technical Support early last Monday morning. There were about 2 messages back and forth between us then, and I have received no responses since.

I understand things can take time of course but having heard nothing back after 4 days I'm wanting to reach out on here and see if anyone has any help or insight. This is my first time dealing with Support, as far as I can remember.

Questions I'd like answered, if possible:
1) Does anyone have an idea as to what hours Support works? I've been trying to be around the computer whenever I think they might be there, so I can make sure I don't miss any replies. Knowing their hours, rather than just guessing at them, could help.
2) Is a week typical of wait times for responses? I have replied back via the e-mail chain once 2 days ago in an attempt to get someone's attention, but with no luck.
3) Is there any way to check if my Ticket is still active?
4) Does anyone have any suggestions of anything else I could try on my end?
5) Do I need to start a new support ticket/request for the missing games?

I've tried to be brief (not my strong suit) so if there's anything you would like me to elaborate about or questions that I can answer that could help, let me know. Thanks in advance for any help or insight you're able to give, I appreciate it.

Can't confirm that error (meaning: not all of us are affected)
It works for me and shows all games back to 2011.

Try to reply to your existing ticket. That usually helps to wake them up.

I'm afraid support won't help anyway because problem seems to be on your side. Generic answers like try different browser, disable addons etc. is most you can get.

I don't think the problem is actually on OP's side, since they seem to be talking about the GOGbear page, which is a server-side thing. Not sure if there's anything a user could do to invoke that. Order histories are not broken in general, but given the info here, I'd say only support can solve this one.

For me only part of the Order History works fine. It shows all my orders, but when I search for a specific one with the name of the game (or part of the name), it always gives me no result.

So it's partly broken for me as well and it doesn't matter which browser I use.

I've edited the OP to indicate that I'm seeing the 'GoG Bear' page when trying to access Order History (thanks eric!)

I've also sent another e-mail reply to gog support on my ticket. To be clear, I sent a reply 2 days ago as well, and the last responce I received was 4 days ago.

It's probably just a bandwidth/server issue related to the current sale and where you live and/or maybe your ISP.

GOG have certainly been having web issues in the last few days, effecting many of us, with the occasional GOG Bear appearing.

Hello, I'm sorry to tell you, but not long ago, 5 weeks was the average waiting time before getting a first response. It sounds like things have improved since then, especially considering there's a big sale going on at the moment. But you definitely don't need to monitor your inbox on the hour. When you opened your support ticket, you should have received an e-mail with a link to it on the site. I don't know if the chatbot works differently, but with the old contact forms, you'd also have a link to the support ticket immediately after creating it.
If you know the ticket number, you can just replace the number at the end of https://support.gog.com/hc/en-us/requests/1000944 and there's your link. You'll need to click the SIgn In button in the top right if you're not logged in automatically, then load the link again and you'll see the support ticket. Unfortunately, there's no longer any way to get a review of all your support tickets; I don't know why that was removed.
If you're worried you missed a reply from support, be sure to check your Spam folder and do a full search of your mailbox. The GOG bear image indicates a server error. It's possible but unlikely to cause that via improper requests by the browser (perhaps caused by add-ons), but it sounds like you've already tried everything related to that. Don't. For starters, tickets are presumably handled in chronological order. The issue was also caused by advice from a support agent for the initial support ticket. To be clear, it wasn't bad advice, but the refresh links do have a chance of making things worse instead of helping.

If you don't get a response next week, you can try sending a polite chat message with your support ticket number to a staff member. You'll need to change your privacy settings to allow chat messages from everyone first. Did you search for a string at the beginning of the game title? For example, if I search for blade it shows me the order with Blade Runner but not the one with Hellblade: Senua's Sacrifice. The library page behaves the same way.

It actually just has to be the beginning of a word, not the whole title. e.g. "planet" returns Age of Wonders: Planetfall, Freedom Planet, Infested Planet, etc. However "fall" returns Fallout and so on, but not Age of Wonders: Planetfall.

Edit: wildcards actually work though! Searching "*fall" does return Age of Wonders: Planetfall.

Well, not to his ISP. The message he gets is generated by the server.

It doesn't matter. When I search for Dark for example it doesn't give me a single result. When I do the same on the shop, it shows me more than 300 results in my library. And a lot of the even start with the word Dark. That feature is definitely broken for me.

Edit: There shouldn't be 300 games with dark in my order history (the word is obviously also a tag in the store). But there should at least be around 30.

Silly that they're necessary, and many are unlikely to know about this. But yes, *blade returns both of the aforementioned games for me. Thank you.
Time for a support ticket then, if you haven't opened one already.

Yeah, searching for "dark" in my history gets games like Warlords III: Darklords Rising, King's Bounty: Dark Side, Darkwood, The Long Dark, etc.

It can still be related to his ISP, as it is likely all about the quality of connection and related.

If you read the OP's long and detailed and thorough post, I think you will come to the conclusion that it is not his ISP.

"GOGbear" is just a stylised page for any HTTP error response.

See https://developer.mozilla.org/en-US/docs/Web/HTTP/Status#server_error_responses


504 is Gateway Timeout (some sub-service is too slow to respond, maybe a database lock)
503 is Service Unavailable (usually the HTTP server is overloaded)
500 is Internal Error (usually some server-side script failed due to an unexpected and unhandled error)

All of these would presumably give a "GOGbear" error page rather than the stock apache or nginx error page.

You personally might only see a GOGbear for 503 as we all do from time to time.

It sounds like the OP is seeing a GOGbear for 500 consistently when he tries to view his order history which suggests that the database entries for his account have gotten into an inconsistent state and this is not handled by the server-side script.

I can understand the wait, it is not an easy problem to fix - it would require a database programmer - does GOG have any of these right now?? - but it absolutely needs to be fixed and the reason for it happening also needs to be fixed, otherwise you have a broken storefront that is potentially going to get more and more broken.