Digital game licenses disappeared from account after gamertag move

ReticentRobot · Nov 9, 2015

It was suggested that I make a post here so that I can tweet it @xboxsupport after creating this topic on reddit: Digital game licenses can disappear from your account : xboxone

I recently (in the last few months) moved my gamertag to a new microsoft account via the process described here: Error 0x8015402d | Microsoft Account Error | Xbox 360 Error

For the most part this was successful and 99% of my digital game licenses transferred over just fine; however, during the process I lost the licenses for the following four games:

* Fallout 4 (Pre-Order)

* Halo: Master Chief Collection

* Elder Scrolls Online: Tamriel Unlimited

* Banjo Kazooie: Nuts and Bolts

The games show as unpurchased on the xbox.com store for both my old and new microsoft accounts, and do not show up in my 'Ready to Install' section on Xbox One. If I go to the store on the Xbox One/360 they just show the price and if I try to download them
it tries to make me pay for them again.

I discovered this on October 1st and since then I have spent over 10 hours on xbox support chat, and 5 hours on xbox phone support. These games have been verified by them on my purchase history but the licenses are no longer on my account.

Support has been completely useless - they keep telling me it is being escalated, then the next thing I know I'm getting an email from them saying if I don't contact them that they will mark my issue resolved. When I contact them again they make me start
the troubleshooting process all over (most of the steps of which don't make any sense to do) and ignore any ticket numbers/history I give them. I even had one rep tell me that they might be able to do something about the MCC (which they haven't), but that
I would have to contact Bethesda about Fallout 4/TESO.

I've been trying to get this resolved for nearly a month and a half now, and am particularly anxious about it now that Fallout 4 is releasing tomorrow and I will be unable to play it even though I preordered it back in August.

Anyway, just wanted to warn everyone that transferring your gamertag to a new email address can result in licensing being orphaned and support is completely useless for getting your games back. I'm now out $194.96 unless by some miracle xbox support actually
escalates my ticket.

:)

King Tones · Nov 9, 2015

X Box One - Things You Need to Know

Digital games are tied to the account that purchased them so if that is the previous owners account and they have removed it, the games are no longer accessible.Click to expand...
Click to expand...

Not exactly, you get 2 licenses for each game. 1 for the console and 1 for the gamertag.
The Home console will have access to the games until the gamertag is setup on another console and that one set as home.

Its how people share digital games and reduce the cost of them.

ninjamm14 · Nov 9, 2015

Could i transfer Destiny to my brother's xbox?

Yes, and I was referring to any other games you own digital. When you do a license transfer, it transfers every license attached to that gamertag, DLCs and digital games, so everytime you aren't connected to the internet, those items will not be playable on your account.Click to expand...
Click to expand...

ah ok makes sense. cheers for the advice, I appreciate it

saves my brother paying £40 for it so why not

but just to be 100% sure before I do it, if I do the license transfer to my bro's xbox. after when I remove my gt off that account will I still be ok to play destiny on my xbox

Mister Quimby · Nov 10, 2015

Hey there x Evil Robot x!

Sorry to hear about the issue! It looks like Mister Beep has already passed your information to the proper folks. In the meantime, I recommend keeping an eye out for contact from the appropriate teams. Thanks!

Mister Quimby

Hey there x Evil Robot x!

Sorry to hear about the issue! It looks like Mister Beep has already passed your information to the proper folks. In the meantime, I recommend keeping an eye out for contact from the appropriate teams. Thanks!

Smwutches

Sorry, but if the content is no longer available in the marketplace there is no way to purchase it for the new account. Content licenses are tied to the gamertag that purchased (or downloaded) the content and the console it was purchased on. So you can't
move the license to your new account either.

A license transfer would move the console license to your new console and should allow you to access the content from your new account, but if you don't want to do a license transfer, then there is no other way.

Sinnihilation

This is the answer you are looking for and how DLC add on's work. Please read all.

What is "Digital Rights Management"?

Digital Rights Management (DRM) technology is used by content providers such as Xbox LIVE Marketplace to control how game and video files are used and distributed. Xbox LIVE Marketplace sells and rents DRM-protected videos, games, and add-in content that
are covered by media usage rights that allow specific uses of that content.

When you purchase content, you receive a license to use that content. The license has two parts: the system license and the local license. The system license applies to the gamertag that purchases the content, and the local license applies to the console
where you first downloaded the content

Can I transfer a content license from one Xbox 360 console to another?

Yes, you can transfer content licenses from one console to another once every four months.

If your console was recently repaired or if you’ve purchased a new console, use the license transfer option on your console to transfer content licenses. Here’s how:

1.On your console, sign in to Xbox LIVE using the gamertag that you used to purchase the content.

•Don't know your gamertag? See Download, move, or delete your Xbox LIVE profile.

•Need to find your Microsoft account? See Find your Microsoft account.

•Can't remember the password for your Microsoft account? See Recover your Microsoft account password.

2.Go to Settings and select Account.

3.Go to Your Billing Options and select License Transfer.

4.Follow the instructions to transfer the content licenses.

After the licenses are transferred, you need to download the content again to update the local licenses. Then the content can be used by other profiles on your console and
when you’re not connected to Xbox LIVE.

For information about how to download previously purchased content, see Buy and redownload content from Xbox LIVE

Photonimus

If he is trying to use your account to download to the other Xbox, then it wont work because the game's digital license is tied to your gamertag AND the console it was downloaded to first.

.

If he is using his own separate gamertag with Gold, he should be able to download it fine from his own account.

andersonpassos

microsoft informs you that account sharing must be on xbox that your account is the main one, meaning it is possible to share the games, but for both to play with the Game Pass, both need the service.

see what microsoft says:

"Your digital gaming licenses have two access points: your main Xbox and your gamertag.

When you change your primary Xbox, all digital content console licenses will be moved to the new primary Xbox and licenses will no longer be available on the previous one. That is, when you change your primary Xbox, access to your content moves to your new primary Xbox and anyone connected can enjoy it.

Your gamertag access means you can download and play your digital games on any Xbox you join.

When you set a friend's console as your primary Xbox, that person gets access to your games. However, if you change your primary Xbox to a different console, your digital gaming license will be moved to the new console and your friend will no longer be able to start those games.

If you want to share your games with your friend, sign into their Xbox with your account and make this console your primary Xbox. You can then remove your Xbox account from it. If your friend wants to share games with you, just do the reverse.

Important You can only change Major Xboxes five times in a one-year period."

original text:

https://support.xbox.com/en-us/help/hardware-ne...

Digital game licenses disappeared from account after gamertag move