A game I bought years ago (2017) now says I don’t own it

Hi Chicks_207,

Thank you for posting in Microsoft Xbox Community. I'm sorry to hear that you're having issues locating your account where you purchased Dark Souls 3. All the games that are purchased from Microsoft store are bound into the account. This means that there is no way to remove it from the account, even intentionally.

As part of our initial troubleshooting, kindly make sure that you are logged in using the same Microsoft account where you purchased the game. If you purchased it from Microsoft store, you may check it by logging into this link:

https://account.microsoft.com/billing/orders

Choose "All Available" in the ordered within drop down.

Regards,

Alvaro

I'm Samy an independent advisor and I'll be helping you

How are you?
First, check that you can find the game in your purchase history and that the purchase status is "completed"
If everything is ok with your purchase press the menu button on the game icon and go to manage game and add-ons and see if all packages are installed and try starting the game again.

https://account.microsoft.com/billing/orders

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

Please, open the Microsoft Store on your computer.

Then, click on Library > Games.

On the far right corner, click on the drop-down menu and uncheck "Show only installed Apps".

I hope this helps.

Hello MakennaPluymers, I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support!

I highly recommend following the troubleshooting steps here:

After each step try to see if the issue is fixed!

First, please select System > Settings > account > remove accounts and then select your account and select Remove to confirm.

Then, hold down the power button for about 10 seconds, until the console shuts off, then unplug the power cord and wait for 2-3 minutes before plugging it back in and turn on the Xbox.

If the issue persists, please select System > Settings > devices and streaming > blue ray > persistent storage > clear three times > restart console.

If you are still encountering the same issue, please select System > Settings > System > Console info > Select Reset console > Choose Reset and keep my games and apps

I wish you a lovely day, and I hope this helps you out!

Kind Regards

Stay safe, and happy gaming!

Hi Lior.

I’d recommend contacting Xbox Support and see if they can register it as owned again. The only advice I could give you is to hard reset your console using the instructions here: https://support.xbox.com/help/hardware-network/console/reset-console-to-factory-defaults

Little warning that if something isn’t connected or saved with Xbox Live that it will be erased. Hope this helps!