Digital game missing from purchase history after reset

Killerella · Aug 21, 2022

I went to reinstall Modern Warfare and it was not in my ready to install. Xbox is asking me to purchase the game. Seems my license has been deleted

I contacted Xbox CS and spoke to two people including a supervisor who couldn’t help me because they see the same thing as what I’m seeing on my console,that I don’t have the license. I have no achievements on the game yet 5days played, without touching Warzone.

I tried deleting my account and reinstalling, more resets

and nothing has worked.

Xbox CS says they “will not help me until I can show proof of purchase”. I’ve seen that this has happened to some people in the past as well but has anyone found out how to resolve this issue yet?

:)

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.

I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Killerella

Sorry to hear that, as Xbox support tells you. You may need to send them a proof of purchase. Your digital content is never removed from your account unless you refund it (via Microsoft refund form or disputing the charge with your bank)

Usually a valid proof of purchase is the one like in the picture.

Is an email sent from Microsoft Store giving you the order number and details

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If you're not able to find the confirmation email with the order number. Sadly nothing can be done.

In case you have more than one email address please check on each one and also check the order history:

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

[IMG]

AaronGasparetto1

Well, Battlefront 2 and Recore are showing up on my digital purchase history. Both in 2018. But they are not on my Xbox. Recore happens to be in my PC games library, because it is an Xbox exclusive and it goes to both systems. There is quite a vast majority of my digital games missing from the digital purchases link you posted. Not sure why.

Fltrby

oh boy, after further research, I found xbox.com/drm and purchase history. The games are not there. I don't know why they aren't in my purchase history, but when I look at my achievements, there are points from having played the games in the past. Any suggestions?
I miss those games!

Rodrigo Oliver

Hi Henry, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

I kindly ask you to speak with the Microsoft Staff.

Ask then to check your account and verify what happened.

Please enter this link:

https://support.microsoft.com/help/28808/microsoft-store-contact-support

You can also request a callback or try the Virtual Agent.

https://support.microsoft.com/home/contact

To use the Virtual Agent:

https://vsa.services.microsoft.com/v1.0/

I hope this helps.

HomegrownSilky

Were these digitally purchased games or were they games installed from disks? If they were originally installed from disks, then they still need to have the disks inserted to authenticate ownership. If they were digital purchases, do they show up in your accounts purchase history and what happens when you try to redownload them from that purchase history?

Digital game missing from purchase history after reset