How to Get a Refund for a PC Game That Crashes or Performs Badly

If your new PC game keeps crashing, stuttering, or refuses to run at all, you don’t have to eat the cost. Most major digital storefronts (Steam, Epic Games Store, GOG, Microsoft Store) offer refunds for games that are broken or underperform, provided you meet their conditions. This guide walks you through the exact steps to request a refund, what to say, and what to do if your first request is denied.

What You’ll Need

The email address and password for the store account where you bought the game.
The order number or purchase date (found in your account’s purchase history or receipt email).
Access to the store’s refund page or support portal (web browser or the store’s app).
Your system specs (CPU, GPU, RAM, OS) if you need to explain why the game underperforms.
Screenshots or video clips of the crash or poor performance (optional, but very helpful).

Step-by-Step

Check the store’s refund policy first. Each platform has different rules. Steam allows refunds within 14 days of purchase and under 2 hours of playtime—even if the game crashes, the 2-hour limit still applies. Epic Games Store has the same 14-day/2-hour rule. GOG offers a 30-day refund window with no playtime limit for any reason. Microsoft Store allows refunds within 14 days if you have fewer than 2 hours of playtime. If you exceed these limits, your request will likely be rejected, but you can still try.
Gather evidence of the problem. Before you request, document the issue. Take a screenshot of the crash error message, a video clip of the game freezing or stuttering, or a screenshot of your system specs showing your hardware is below the minimum requirements. This evidence makes your case much stronger.
Go to the refund request page. For Steam: Help > Steam Support > Purchases and select the game. For Epic: Account > Transactions, find the purchase, and click “Request Refund.” For GOG: My Account > Orders, then “Report a problem.” For Microsoft: Order History, find the game, and select “Request a refund.”
Select the reason that matches your issue. Most stores have a drop-down menu. Choose “Game doesn’t work,” “Technical issue,” or “Game crashes” if available. If not, choose “Other” and explain clearly.
Write a concise, factual explanation. In the text box, state: the game crashes (or performs badly) on your hardware, you’ve tried the common fixes (verify files, update drivers), and you’d like a refund. Include your system specs (e.g., “Ryzen 5 3600, RTX 2060, 16GB RAM, Windows 11”) and mention the specific error code if you saw one. Avoid emotional language—stick to facts.
Attach your evidence. If the store allows file uploads, attach your screenshots or video. If not, you can include a link to a cloud-hosted file (e.g., Google Drive) in your message. Some stores only allow text, so be prepared to describe the issue in detail.
Submit the request and wait. Refunds are usually processed within 1-7 business days. Steam typically issues refunds within 24 hours if you meet the criteria. Check your email for a confirmation or a request for more information.
If approved, the money goes back to your original payment method. The refund may take 3-10 business days to appear on your bank statement or credit card. If you paid with store credit, it returns to your account balance.

Common Mistakes

Waiting too long. The 14-day window (or 30 for GOG) is strict. If you buy a game and don’t play it for a month, you lose the automatic refund right.
Playing more than 2 hours. Even if the game crashes every 10 minutes, the 2-hour playtime cap applies. If you hit 2.5 hours, your refund is almost always denied.
Not trying basic fixes first. Stores may ask you to verify game files, update drivers, or reinstall. If you skip these and go straight to refund, they may reject it as “unresolved technical issue.” At least try verifying files and updating your GPU driver.
Being vague. “Game is broken” doesn’t help. Provide specifics: “Crashes to desktop on the main menu with error code 0xc0000005.”
Using the wrong reason. If you select “I didn’t like it” when the game crashes, the refund is still possible but may be reviewed differently. Always pick the technical issue option.

Tips

Request as soon as you hit the problem. The earlier you request within the policy window, the better. Don’t wait to see if the next patch fixes it.
Keep your playtime under 2 hours. If you’re testing a game that crashes, stop playing once you hit 1.5 hours to leave buffer time for troubleshooting.
Use the store’s chat or email support if the automated system rejects you. A human agent has more discretion. Politely explain the situation and reference your evidence.
If the game is on Steam, check if you’ve refunded many games before. Steam has an unspoken limit on refunds—if you refund too many, they may start denying them. Use refunds for genuine issues.
If you bought the game on a third-party key site, you may have no refund rights. Keys purchased from resellers are usually non-refundable. Only buy from official stores if you want refund protection.

Troubleshooting

My refund request was denied. If you meet the policy criteria (under 14 days, under 2 hours) but were denied, contact support again. Sometimes the automated system flags it incorrectly. Use the store’s support chat or email and reference your original request. Politely ask for a manual review, and include your evidence again.

I’m over the 2-hour limit, but the game is truly broken. You can still try. Some stores make exceptions for games that are unplayable due to bugs. In your request, explain that the game is literally unplayable and you spent most of the 2 hours just trying to launch it. Attach a video showing the crash loop. It’s not guaranteed, but it works sometimes.

The store says the refund is approved, but I haven’t received the money. Refunds to credit cards can take up to 10 business days. If it’s been longer, check your account’s transaction history. If it’s not there, contact your bank or the store’s support with the refund approval confirmation.

The game crashed, but my system doesn’t meet the minimum requirements. If your PC is below the minimum specs, the store may reject your refund because the game is “working as intended” for your hardware. In this case, you can still request a refund, but be honest about your specs. Some stores will refund out of goodwill, but it’s not guaranteed.

I bought the game as a gift, and the recipient wants a refund. Gifts can be refunded to the original purchaser if the recipient hasn’t redeemed the code. If it’s already redeemed, the recipient must request the refund from their own account.

Frequently Asked Questions

Q: Can I get a refund if the game crashes but I’ve played 5 hours?
A: It’s unlikely. The 2-hour playtime limit is strict on Steam and Epic. GOG has no playtime limit, so you can refund after 5 hours if the game is broken. Microsoft’s limit is also 2 hours.

Q: What if the game doesn’t even launch?
A: That counts as a technical issue. You can request a refund even if you have 0 minutes of playtime, as long as it’s within 14 days of purchase. Make sure to select “Game doesn’t launch” as the reason.

Q: Do I need to uninstall the game before requesting a refund?
A: No, you don’t need to uninstall it. The store will revoke your license if the refund is approved. You can uninstall it afterward to free up space.

Q: How long does a refund take to process?
A: Steam usually processes within 24 hours, but the money can take 3-7 days to reach your bank. Epic and GOG can take up to 7 business days. Microsoft can take up to 14 days.

Q: Can I refund a game I bought as a pre-order?
A: Yes, pre-orders are refundable until the game releases. After release, the normal 14-day/2-hour rules apply.

Q: Will I get a refund if the game is just poorly optimized, not crashing?
A: Yes, if the performance is unacceptable (e.g., 15 FPS on a high-end PC), you can request a refund under “Technical issue.” Be specific about your specs and the frame rate you’re getting.

General steps for current mainstream versions; menus can differ by device and version. See the disclaimer or report an error.

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