Bought a game, but account says I don't own it

Hi, I hope you're doing great out there despite the issue that you're experiencing. I am an Independent advisor and I am here to help you in regards to your concern.

Kindly validate the transaction for the game first. Please sign in to https://account.microsoft.com/billing/orders and locate your order for Sea Of Thieves. It should be visible as "redeemed" or "completed".

Once you have located the transaction, kindly sign out both on your Microsoft Store App and Xbox App then restart your PC before signing back in. Make sure that you will sign in under the account where the game was redeemed.

Hi there! This is Virginia O.

I understand that you are experiencing installing a game.

I apologize for the inconvenienced this has caused you. I will do my best to help you.

Be guided that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

Please check your Purchase history by going to your Xbox account's Order History at https://account.microsoft.com>; Order history and see if both games are listed as purchased. If Saints Row 1 is missing, it may not have been processed correctly.

And then verify the promotion details because a “Buy One Get One Free” deals have specific conditions, like needing to add both games to your cart. Check if the promotion was applied correctly.

Next is to restart your device and refresh your library. A quick restart can update your game library and make missing purchases appear.

Then redownload the game. To do this, go to the Microsoft Store or your Xbox game library and check if Saints Row 1 appears. If it does, you should be able to install it again.

Thank you for your cooperation.

Hi Julius!

It's possible that your pre-order got failed. Please check it on your account order history via https://account.microsoft.com/billing/orders. Check if the status of your order says failed or canceled.

Please note that when pre-ordering an item or game from Xbox, you only get charged around 10 days before the release date. So you may have not noticed that the payment was unsuccessful.

Hey there,

This is quite odd and may be a bug between your account and console. Have you checked your recent purchases on your Microsoft account via the website to see if it was picked up on their end as well?

You can view your recent purchases using the Order History page at:

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

If it shows up but you are still not able to download it on your console, I would suggest contacting support and have both your email and the Order History on hand as they may ask for it.

I hope that will help you.

Hey, SychoSide,

Yeah I checked the order history and it said that the order was complete, I guess it time to call tech support. Thanks anyway for the help.