Billed for Purchased Game But Not Showing Up List

Sorry to hear it. What you'll need to do is contact phone support as only they can deal with billing issues.

If you live in North America you can dial 1-800-469-9269

What Hassassinade said about the purchases showing up on the billing site is incorrect. If you use a code to acquire a game (versus buying on the dashboard) it will ONLY show as purchased in your download history. It will NOT show on the billing/commerce
site transaction list.

While signed in on the Xbox.com website go
here and check your game is listed in your 'My Games' catalogue for your digital purchases. Does it show in the list?

Does the game show in your billing history? https://account.microsoft.com/billing/orders

Purchases you make on the website, may not show right away on the console, especially if your console is set to 'Instant on'. If this is the case, with the console on, hold down the power button on the console until the machine goes off. Wait about 15
seconds and then power back on. Check your 'My Games and Apps'. Hopefully your game should now show up for download.

Please sign in with the account that you purchased the game with at
https://commerce.microsoft.com and check your purchase history on that account.

If the game doesn't show up there on the list, try to remember if you used a different account in the past.

Since this page contains tax relevant information (that has to be kept for at least 10 years in some countries), you can be sure that the game will show up there if you bought it.

If there were a tax relevant purchase missing from that list, the federal tax bureau would be all over Microsoft to find that purchase.

So if it doesn't show up there on the list, you probably bought it on a different account.

If you still need to contact Microsoft Xbox Support, you might have to do a little trial and error on the support page, depending on the country you're in.

First, go to
https://support.xbox.com/contact-us and go to the category about Billing.

Some countries have a dedicated billing section with a credit card symbol, others have the icon of a person and it's about "Account and billing".

If a virtual agent shows up, click on the "Show other methods" to dismiss the virtual agent.

Now you need to try several sub-topics. Click on each topic in the list, and click on the show contact options button at the bottom.

Depending on the category you chose, the time of day and availability, several tiles should appear at the bottom.

Among these tiles should be tiles to "chat with Xbox support" or to "Request a call", where support will call you on your phone.

Hi Monkey,

Thanks for reaching out to us here on the Forums!

We understand this is concerning since it's not showing the game in your purchases.



Try the following the steps below, however, if you still didn't see the purchase then I would recommend looking
in your inbox.

1. In a web browser, sign in to your Microsoft account.
   
2. Select Payment & billing, and then select
   Order history to
   view your purchase history.
   

What does it say about the transaction listed? Do you remember what day the item was purchased? Does
it show the confirmation email in your inbox? You can also visit the store and look up the game and check if it says to install or purchase the game.

We hope to hear back in order to best assist you.