My records are missing
When your in-house records or Riot games are missing from your profile, check the usual causes one by one.
On this page
- Check this first when your records do not show
- 1. Open your profile
- 2. Find which side is empty
- 3. Look at the chip in the Riot row
- You may be on another server’s profile
- 4. Enter from the right server's card
- Your Riot link is missing or was removed
- 5. Link again and finish the check
- An in-house match is not showing as a card
- 6. Ask a matchmaker or a server admin
- A game you just played is not there yet
- 1. Refresh with the profile button
- 1. Refresh right away with a command
- The game is not collected, or is too old
- The game lists you as an outside player
- You unlinked Riot or deleted your data
- Records are there, but rankings or numbers look off
- If it still does not work
- Where to go next
- Check it worked
Check this first when your records do not show
Read this when the records on your profile are empty or one game seems to be missing. Any server member can follow it. You can fix most causes yourself; when you cannot, the section says who can.
Open your profile
On kletoi.com Home, press My profile on the server's card. Your profile shows only the records of the Discord account you are logged in with.
Find which side is empty
Under the Riot row there are two tabs. The Custom games tab opens first, and when it is empty it says “No custom game records yet.”. The table on the Riot matchmade tab needs a linked Riot account. If you linked and the table is empty, it says “No games synced yet — run /riot sync in Discord to pull them now.”.
Look at the chip in the Riot row
If you linked, the linked chip carries the date records were last pulled; with no pull yet there is no date. If you did not link, you see the Link needed chip and a Link button.
- Both the Custom games and Riot matchmade tabs are empty: start with You may be on another server’s profile.
- The Riot matchmade tab is empty: read Your Riot link is missing or was removed, A game you just played is not there yet and The game is not collected, or is too old, in that order.
- A game is missing on the Custom games tab: read An in-house match is not showing as a card and The game lists you as an outside player.
- Records that were there are gone: read You unlinked Riot or deleted your data.
- The records are there but rankings or numbers look off: read Records are there, but rankings or numbers look off.
You may be on another server’s profile
Records are kept per server, and each server has its own profile. The in-house records, the Riot link and the collected games you see all belong to that one server. If you are in more than one server, first check that you came in from the server where you played.
Enter from the right server's card
Check the server name on Home and press My profile on that card. If the Riot matchmade tab on that server only shows the link prompt, you need to link Riot on that server separately.
Who fixes it: you. The linking steps are in Link and re-verify your Riot account.
Your Riot link is missing or was removed
If the Riot matchmade tab says “Link your Riot account to see matchmade games” and the Riot row shows the Link needed chip, there is no link. Your in-house records on the Custom games tab are unaffected. If the server requires a linked Riot account, a member who has not linked cannot be put on a match roster. What that means for invites is in I didn't get the invite DM.
- Another member on the same server verified the same Riot account with its icon and took it over. Your link then moves to them, and the next time you open your profile you see “Your Riot link was removed” once. If the account is yours, link it again and verify to get it back.
- If you linked the account a while ago, the link may still be waiting for the icon check. Such a link carries a “Needs check · Nd” badge and must be verified within 30 days. After the deadline, a clean-up job that runs once a day removes the link.
- For 7 days after it is removed, a “Your Riot link was removed” notice shows at the top of the server screens, and the Riot row of your profile keeps a “Last link · removed date” line.
- Records already collected are not deleted when the link is removed. They continue if you link the same account again.
- Records keep being collected while the “Needs check · Nd” badge is on. Do not wait, though: once the deadline passes the link is removed.
Link again and finish the check
Start from the Link button, or from the Link again button in the notice at the top of the server screens. The link is created only after the icon check is done. Follow Link and re-verify your Riot account for the steps.
Who fixes it: you. What stays when you unlink or switch accounts is in Link and re-verify your Riot account.
The Riot row shows the linked chip, and the Riot matchmade tab shows a section with the Refresh now button instead of the link prompt.
An in-house match is not showing as a card
The Custom games tab shows as cards only the matches you joined and were put on a team for, once the result is confirmed, plus manually entered games that were approved. If one of these applies, having no card yet is expected.
- The result is not confirmed yet. The match is still running, or the game is over but nobody has confirmed the result.
- The match ended as No result or Cancelled. A match ended without a result and a cancelled match never become cards.
- You did not answer join, or you were not on a team. A match you declined, one where you were replaced by a substitute, or one where you had no team slot does not count.
- A manually entered game is still waiting for approval. Nothing counts before it is approved, and a rejected entry creates no record.
- Cards show newest first, only up to the latest 10. Older games do not appear on this tab. The past matches you were called to are on the web My matches page, under Past (recent ones only).
Ask a matchmaker or a server admin
Ask whether the result of that match was confirmed. For a manually entered game, ask whether it was approved on the review page. A new submission sends the matchmaker no separate notice, so tell them you submitted it.
Who fixes it: the matchmaker who created the match, or a server admin, confirms a result. A matchmaker or a server admin also approves a manual entry. The steps are in Confirm a result and enter records (confirming a result) and Confirm a result and enter records (reviewing a manual entry).
The confirmed match shows as a card at the top of the Custom games tab, and the Custom games number on the right of the Riot row goes up by one.
A game you just played is not there yet
Ranked and normal games do not show up the moment they end. Every 30 minutes the bot takes the linked members 5 at a time in turn and checks their latest 10 games. The turns run across the linked members of every server the bot is in, so the more linked members there are, the later your turn comes. Right after you first link, though, an account that has never been pulled sits at the front of the order and is pulled first.
Where do you want to do this?
In the web console
Refresh with the profile button
Press Refresh now on the Riot matchmade tab. When it finishes, a notice like “No new games to add” appears.
In Discord
Refresh right away with a command
/riot syncRefreshes the ranked or normal game you just played without waiting. When it finishes, it answers like “Sync complete — no new matchmade games to record.”.- The command and the button share one cooldown, so after one refresh you cannot refresh again for about 5 minutes. During the cooldown you see the time left: the button shows “You can refresh again shortly” with “Try again in about 5 min” under it, and the command says “You just synced. You can refresh again in about 5 min.”.
- If Riot's servers are unstable, the button says “Couldn't fetch your games”. Try again a little later. The cooldown still counts as used.
- If it says “No new games to add”, the refresh finished and found nothing new to save. A game that just ended can take a few minutes to show up on Riot's servers, so try once more after the cooldown. If it still does not appear, check in the next section whether the game you just played is one that gets collected.
Who fixes it: you. The refresh spot on the screen is also described in Your profile and match history.
The ranked or normal game you just played shows as the top row of the Riot matchmade table, and the date next to the linked chip changes to today.
The game is not collected, or is too old
The only games the Riot matchmade tab collects on its own are the ranked and normal games of your linked account (approved manual entries are listed in its table too). If one of these applies, that game never arrives automatically.
- A custom game (a game you set up yourselves, like an in-house match). Riot does not provide it in its match history, so it never arrives on this tab by itself. Custom games (in-house matches) are on the Custom games tab, and games played outside are entered by hand.
- Only these queues are collected: Normal (Draft) · Ranked Solo · Normal (Blind) · Ranked Flex · Normal (Swiftplay) · Normal (Quickplay). Games from any other queue are not.
- A game shorter than 10 minutes. It is treated as a remake and left out.
- A game played on a Riot account other than the one you linked. A server keeps just one linked account for you.
- Each pull looks at only your latest 10 games, so if you played more than that in between, older games can be skipped.
- The table lists only the latest 10 games, one row each.
Older ranked and normal games are filled in when a server admin starts the past-record import. It walks back through up to 200 recent games per account. Only a server admin can start it. Who fixes it: a server admin. The steps are in Importing past records and replays.
We are preparing a way to help fill in records from replay files.
The game lists you as an outside player
If someone entered you in a manually entered game on an outside-player line, by Riot ID instead of picking you as a server member, that game is not merged into your records automatically, even after approval. If you had linked the same Riot account on this server and Riot confirmed it at submission, the line would have been saved as your member line instead, so this case means there was no link or Riot could not confirm it. Whoever owns that line can prove they own the Riot account with the icon check and then take the record as their own on the Find my records page. Details are in When you are short of players.
You unlinked Riot or deleted your data
If you unlink with the Unlink button or the /riot unlink command, new games are no longer collected and the Riot matchmade tab shows the link prompt. Records already collected are not deleted, and they continue if you link the same account again. When a server admin unlinks your Riot account from the web console, it is the same in this respect: new games stop being collected and the records already collected stay.
If you ran the /voice-meta forget-me command, the Riot link and collected games on that server were deleted, and so was your roster row in manually entered games. In-house match participation is not deleted; it is only cut off from you and stays on screen without a name, like “Departed member”. It is not linked back to you even if you join the same server again, so those matches do not come back on the Custom games tab of your profile.
Who fixes it: if you unlinked, you do; link again. If you deleted your data, there is no way to bring it back. If you link Riot again, records are collected anew from then on. What is deleted and what stays is in Delete your data or change privacy settings.
Records are there, but rankings or numbers look off
- With the Hide my name from duo rankings switch on kletoi.com Home turned on, pairs and stacks you are part of drop off the duo and stack rankings on every server. The switch removes you from rankings only. The records on your profile are not deleted or hidden.
- On a server that uses seasons, the season's games and wins in the ranking go back to 0 when a season ends. The records on the in-house and Riot tabs of your profile stay as they are, whatever the season.
Who fixes it: switch it off yourself if you do not want to be left out of rankings. Numbers going back to 0 after a season are not something to fix. What changes and what stays when a season ends is in Running a season and its wrap-up.
If it still does not work
For an in-house match or a manually entered game, ask a matchmaker or a server admin of that server. Confirming and approving can be done only inside that server. The “Ranked game records” group of the Frequently asked questions answers which queues are collected and what happens with custom games.
- Read the Frequently asked questions page first.
- The
/supportcommand in Discord shows how to reach us. - You can also send the bot a DM directly, and the message is passed to the operator.
- You can also write by email: admin@kletoi.com
- If a Discord support server link is set, it also shows at the bottom of the FAQ page and in the
/supportreply.
When you write, include the server name and which game is missing on which tab.
Where to go next
Your profile and match history: how to read the profile screen and where records come from. Link and re-verify your Riot account: how to link and finish the icon check. Confirm a result and enter records: confirming a result and approving a manual entry. Importing past records and replays: how a server admin fills in older records. Delete your data or change privacy settings: what the delete command covers. Running a season and its wrap-up: what changes when a season ends.
Check it worked
The missing record shows. An in-house match appears as a card on the Custom games tab, and a ranked or normal game as a row of the Riot matchmade table. If you linked Riot, a date sits next to the linked chip.