Can not recover purchased game in My Library

olafjass · Sep 15, 2021

Hi all,

Bought and downloaded RDR2. It worked fine until today. An error message showed up, telling me the game needs to be connected to my account ( it already was, coz I played it for a few days )

Regardless, after lots of research, it was advised to uninstall and reinstall this game. After uninstall, the game icon was nowhere to be found. I could not even download it from the Microsoft store! They expected me to repurchase the game again.

The purchase is both in my Microsoft payment history and Store Order history. On the Gold Pass site, it even says I own this game.

Now totally out of ideas. I have tried all troubleshooting measures listed on the net, and Xbox site. I also informed Microsoft and requested a refund. (to be used to buy a fresh copy of RDR2). Unfortunately, Microsoft bluntly informed me, that games that have already been played, will not be refunded.

Now I'm in a corner, no game, and lost $54.

Anyone out there with an answer, or a fix? That would be a tremendous appreciation.

Thank you

:)

MateusFontana

Thanks for contacting us, it will always be a pleasure to help the community.

olafjass

Hi Mateus,

Thank you so much for your quick reply. I tried all the steps on your list twice over without any luck. Actually worked on this issue until 3am ( Thailand time ).

In the end, the whole problem was, that I downloaded the “free” RDR2 online through Game Pass Ultimate. Nobody ( including forums ), had mentioned that in order to play RDR2 story mode, you would need the RDR2 “online” DLC.. Unknowing to me, Game Pass erased this free DLC this month. I did buy the story mode only, but without the DLC.....this game was not downloadable anymore.

I took the chance of purchasing the RDR2 “online” DLC to see if this would resolve the missing Game.

Bingo 😎

Thank you again Mateus

Regards Olli

MateusFontana

Hello, how are you? My name is Mateus. I'm an Independent Advisor and I'll be glad to help you today.

First, welcome to the Xbox community.

I recommend that you try the solutions below, please.

Solution 1:

Step 1. Press and hold the Xbox button on the console for at least 10 seconds to open the Power center.

Step 2. Then unplug the power supply from your console and wait for 3 minutes.

Step 3. Plug the power supply back into the Xbox console.

Step 4. Press the Xbox button on the console to turn it on again.

Solution 2:

Go to console settings, general tab>network and internet settings>advanced options>alternative mac address>click clear. After that restart your console.

Solution 3:

Press the Xbox button  to open the guide.

Select Profile & system > Settings > Account > Remove accounts.

Select the account that you want to remove, and then select Remove to confirm.

After that restart the console, and add the account again.

*Thank you in advance for contacting us, I hope these solutions can help you.

HomegrownSilky

Yeah, technically you had it backwards. Red Dead Story Mode is the DLC for Red Dead Online. Many are getting confused about this since RDO was removed from Game Pass. It did clearly state on the website that RDO was needed to play Story Mode. Glad you got it figured out though. Happy gaming!

SwordofWhedon

you need to sign in with the same Xbox account, everything on Xbox is account based

Can not recover purchased game in My Library