Games being completely removed from my account. Gone from purchase history and library...

Yes, when viewing the game on the store page it says it can be purchased, and it doesn't show in the Xbox library. The payment shows in my purchase history and the money is gone from my PayPal account.

You miss understand, I am asking why Microsoft has removed my game from purchase history and library? I am using the account I purchased it with.

Hello, sdgarcia1215

Welcome to Microsoft Community.



Based on your description, the games you owned have disappeared and cannot be found at all in your order history.

If you are certain you’re logging into the correct account, we recommend contacting Xbox support online (due to privacy restrictions, community forums cannot access your account information or handle such matters).



To contact live support, please follow these steps:

1. Use this link: Contact us | Xbox Support
   
2. Scroll down and check the bottom-left corner to confirm whether the page matches your current country/region.
   
3. If not, select the displayed country/region and choose the correct one from the list.
   
4. Be sure to check the available contact hours for support.
   
5. Click the "Contact Us" button.
   
6. Select the dropdown menu option that matches your issue.
   
7. The next window will provide support articles based on your request. We recommend reviewing relevant articles before clicking the "View contact options" button.
   
8. In the final window, you’ll see multiple options. We suggest selecting "Chat online" or "Request a call" to speak with someone. Be sure to provide as many details as possible.
   

Before contacting them, prepare evidence to help them locate relevant records and assist you more effectively (very important!):

• Bank/Credit Card Statements: This is the most critical evidence! Locate the transaction records from five years ago when you purchased the two games. They should include the date, amount (converted to CAD), and merchant name (usually "Microsoft *" or "Xbox *"). Note the transaction ID/reference number if available.
  
• Any Old Email Receipts: Check all your email accounts (including spam folders) for purchase confirmation emails from Microsoft Store or Xbox. Even if the game names aren’t in the subject line, they might be mentioned in the content.
  

I hope this information is helpful to you. If you have any questions, please feel free to let me know, and I will be happy to provide further assistance.



Best Regards,

Ian Trinh | Microsoft Community Support Specialist

Hi MishaFoxx, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

In this situation, the best course of action is to contact Support.

Please, look for the purchase in your Transaction History.

Sign in here: https://account.microsoft.com/billing/orders?period=AllTime&type=All

Then, copy the order number and contact Xbox Support.

Please enter this link: https://support.microsoft.com/home/contact

Then, follow these steps:

Type in your query: "Agent"

Click on Get Help.

Scroll down the page and click on Contact Support.

Select your "Other Products" and "Billing and Account Profile Questions" > Confirm.

Select "Chat with a support agent in your web browser" > Confirm > Start Chat.

I hope this helps.

Sorry that has happened to you. Its not uncommon but there are several reasons I have provided a link hope it helps. One thing you can check is that is this your only account and were the purchases on this account? Are your time settings correct. Have you
checked your microsoft account?

https://beta.support.xbox.com/help/...g-payment-updates/check-xbox-purchase-history

Do you have all the updates. Is this the only issue with this xbox What type of xbox do you have.

Try doing a soft reset. Turn off the xbox completely Unplug the xbox from the wall or power unit. Leave unplugged for atleast a minute. Plug everything back in and restart your device. Check for updates at once and ensure the time is set correctly. See if
that does anything.