Bought a game, then showing as i don't own it

Hello @LitCheetos69! I hope that you are doing well!

Thank you for taking the time to post this on the Xbox Forums. We understand that you are currently facing issues locating the games you already purchased on your account.

Normally some basic troubleshooting steps such as removing your account and resetting your console can fix the issue. But since you already tried that, I highly recommend you to check your games through Microsoft account | Home. If you do not see the games through here, Or if you have checked your Orders as well and do not see them then you might have purchased them on a separate account.

However, If you’d like to request a refund for the purchase, be sure to sign in to and submit your request from the account you used to make the purchase.

1. See if your purchase is listed under Purchases that may qualify for a refund. Be sure to sign in from the account used to make the purchase.
   
2. If you see your purchase listed, select that order number, and then select Request refund at the bottom of the list.
   
3. The name of the product and the order number will auto-populate from your selections on the refund order page.
   
4. From the dropdown menu, select your reason for requesting a refund.
   
5. Provide the required information.
   
6. If there is additional information you’d like to provide, use the open text box.
   
7. Your name and the email address associated with your account will be auto-filled after you sign in. If you have a preferred contact email address, it can be updated on the form.
   

You’ll receive a confirmation email, and you should get a response from the support team within 72 hours. To cancel your refund request or to ask for an update on the status of your request, reply to the confirmation email.

If you don’t hear back from the support team within 72 hours, check our homepage for notifications regarding delays in refund processing.

To track the status of your refund request, return to the Refund Request order page or check your order history. If you have a question after your request has been processed, reply to the decision email.

I hope this helps you out! wish you lovely day!

Kind regards

Stay safe, and happy gaming!

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.

Hello, Jim. I’m Arturo, and I’ll be glad to provide some assistance with your concerns today.

Can you review your Microsoft account order history?

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

May I know if the base game appears there with the status completed?

Note: Please refrain from sharing personal information, including your order numbers, the community forums are public, and anyone on the internet can view them.

This was likely due to a service alert that was up effecting the ability to play downloaded games and apps. You should be able to use them now that the alert has lifted. If you continue to have this problem please post back.

Hello TheOldyMinecart,

Thank you for contacting the Xbox Support forums. I understand that you are receiving an error for Windjammers 2 even though you had purchased the game. Unfortunately, we are limited when it comes to viewing a users purchase history on the forums. If you're able, please contact us directly at Xbox Support - Contact Us so we may assist with the purchase.

As for the error, can you please confirm if you were attempting to make this purchase directly through your Xbox console or through a web browser on PC? Are you able to download the game as a Game Pass subscriber?

Looking forward to your response,

-Tali