Digital Purchase disappeared and not even in Microsoft account.

Perryqhill · Jun 17, 2020

Hi all. Trying to contact Customer Support and getting nowhere. I have a Xbox One and a One s. On 29th March I paid Microsoft £14.99 for Zoo Tycoon Ultimate Animal Collection for my son to play with and downloaded it onto just the Xbox One. It's worked
fine since, but then the Xbox ran into problems and had to be factory reset at the weekend. On reinstalling every other purchase I have is there and available to re-install, but Zoo Tycoon isn't. At first I thought it may be because I'm not currently a Gold
subscriber, but then other purchases are there and it's not even in purchase history on Microsoft, though the purchase is there on my Paypal. Any ideas?

:)

zeroice007

check this link

https://support.xbox.com/help/subsc...g-payment-updates/check-xbox-purchase-history

You can also call support for additional information

BarrelPanda7753

Go to https://support.xbox.com/ to ask about your purchases

Perryqhill

Go to Xbox support and it wont open any kind of online chat, just keeps crashing on loading saying there's high demand.

Probably going to have to call them.

Smwutches

Even though he hasn't downloaded it, the game is tied to their account because they purchased it digitally from Microsoft. They don't provide a code for that.

Archangel676

If this hadn't happened before I would chalk it up as a mistake, but this isn't the first time something I purchased digitally vanished from my purchase history, therefore blocking me from accessing my purchase. When I try to contact microsoft it looks
like I never made the purchase and all my proof had been deleted. Its usually with games I no longer play. Maybe it shouldn't go down as a purchase but as a rental, then when it disappears off customers accounts after a couple of years they are not confused
and upset. As an accountant, I'm not likely to mistakenly purchase something and play it for a couple of years, and then come to you wondering why its no longer there. The mistake is on microsoft and I won't ever make a digital purchase again.

Digital Purchase disappeared and not even in Microsoft account.