Cant play games that were previosly purchased

Hey Robin thanks for keeping in touch!

First things first, as stated by fellow XBF Leslie D and our
My Home Xbox Settings page on our website; You can change which console is your home Xbox up to five times during a one-year period. This period works on a rolling basis, starting the moment you switch your home Xbox for the first time. If you reach
your limit of home console switches for the year, you’ll get a message letting you know the next available date you can change it.

What we believe is happening here is a simple confusion of accounts. It looks like the account that bought the content was set to home console thus every other account on the console could launch and play the games. When the new hardware was bought the account
was set up on the second console thus loosing the home console switch of the original console. In short, only one console per home console to share the content. Hope this helps!

Thanks, there are some other possible factors. These games were bought on my other sons console which was defined as the home console. Since then we have purchased 2 x new xboxone s consoles and copied the games from the old xbox one console to a hard
drive then onto the new console Does this make any sense?

Not sure as we have changed the hardware since the time they were bought from xbox 1 to xbox 1s. I have defined both xbox as home to try and fix.

Do you know if both nat must be open to possibly solve this problem?

Hey there robin,

Sorry to hear you are running into this problem. I would advise you take a look into your

Order History to make sure that the purchase was successfully completed on this account. If you do find the purchase in your order history then I would recommend contacting
Xbox Customer Support for further assistance.

I hope this helps.

Hi Robin,

Thanks for getting back to us in regards to this. With the information you've provided we can see what could be the problem here. Now, if these games were purchased under your son's Microsoft account then that account would have to be the one signed in so
it allows the games to play as that's where the ownership to the entitlements would be.

One thing available is setting up the Home Console that way it shares the games with you, but
Note You can have only one home Xbox at a time.
. Home Xbox switches are limited to five per year. Customer support cannot offer additional switches.

For more information in regards to setting up a Home Xbox click this article:
"How to designate an Xbox one console as your home Xbox'