Downloaded Xbox game not working

Thank you, I'll try that 😊

Hi,

Yes, my son went to purchase the game, put in all the details including my card details, but when he clicked "submit" nothing happened.

He went to see if he could play the game - there is a "play" button but when he clicks it, it tells him to go to the Microsoft store.

When he does that, he gets the "This item cannot be purchased at this time" message.

(No payments have been taken out of my account, so I know it's not gone through properly But there's now no option to enter the details again.)

I think my son is using his account, but he plays Fortnite on there, so I don't think it's an age issue ...

Oh, and he's tried downloading it from Xbox.com but he gets the same message.

What game is your son trying to purchase?

Also, only games that your son already owns should show the "Play" button. Games he's just trying to buy should have a "buy" button.

Or is that a game he gets via Game Pass or Games with Gold?

Hello Tekoa,

Thank you for posting here on the Xbox forums. So if I'm understanding this correctly, you guys were able to add your payment information to the Xbox account but are un able to make a purchase for a specific game. Is this correct?

Is this a child account or an adult account that your son is using? If it is a child account, then his account may not have the correct permissions to make purchases. You can find instructions for managing child accounts here : Xbox
One online safety and privacy settings for parents and kids

Aside from that, have you tried making the purchase from Xbox.com? Just make sure you are logging into the same Xbox account when you try on the website.

Thanks - I'll try that 😊