Game disappeared from Account

NACHOGUY229966 · Jun 6, 2017

I have owned 2k17 as a digital download for months and was playing it last night. Went to bed and woke up this morning and tried to start it and it gave me the error that said insert the disk or buy it from the store. I thought it was weird so I tried uninstalling
and reinstalling and it said that I could play it for now or buy a copy but still let me install it. I installed it again and when it said it was ready to play I tried to load it and it gave me the same error. I tried uninstalling again and it now doesn't
even give me the option to install it and basically says I have to buy it. I have tried resetting the console through the settings but that did not fix the problem. Can anyone help?

:)

T20cent · Jun 6, 2017

My game disappeared from my account

Hello, I activated acode of Rise of the Tomb Raider on my account last year and i have only one account, so i couldn't used it on an other account. It no longer appears in my games, even when I want to re-download it, and when I go to the store it
is displayed as if I had never bought it. I finished the game and so unlocked the successes. Can you help me ?

onyxishere · Jun 6, 2017

My game disappeared from my account

Sorry to hear it. Can you please try going to My Games and Apps then Ready to Install to see if the game is listed there? If it is not then you'll need to call phone support for further assistance with your missing game.

Please click this link to get the number for your region Customer Support

Miss Bijoux · Jun 7, 2017

Hey there Nachos!

I'm sorry to hear about the issue. When did you purchase the game itself? Do you see a purchase for it in your
Microsoft Commerce account? Do you game share with a friend that may have owned the game? If you aren't sure, you can reach out to your local phone/chat support and have them review your licenses/purchases.

Let us know how it goes.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines
and if you're a member of the Xbox Insider Program, check out the
Xbox Insider Program Forums for help with Insider Program troubleshooting.

Miss Bijoux

Hey there Nachos!

I'm sorry to hear about the issue. When did you purchase the game itself? Do you see a purchase for it in your
Microsoft Commerce account? Do you game share with a friend that may have owned the game? If you aren't sure, you can reach out to your local phone/chat support and have them review your licenses/purchases.

Let us know how it goes.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines
and if you're a member of the Xbox Insider Program, check out the
Xbox Insider Program Forums for help with Insider Program troubleshooting.

steeledwand7664

My guess is that is where the problem lies then.

Until that gets cleared up and shows completed then you will probably not have the license/ability to play the game.

Your next step would be to contact Xbox support support.xbox.com/contact-us and they should be able to tell you what is going on with that.

choppyseize

Anything you own will show in the Xbox store as owned. You can always download it through the store again if it's not appearing in the ready to install section.

Alucario Ultra

Hello,

thanks for using the MS forums.

I think in order to fix your issue, you has to contact MS support.

steeledwand7664

When you look at the order history at account.microsoft.com what does the status show:

Completed: sale completed and should still have the license on that account.

Refunded: sale was refunded for some reason and you would need to purchase again. This is why it is showing that you do not have the license.

Charged Back: This means the purchase was disputed with your bank and MS gave the money back to your bank and took the license for the game away from the account because of this. This would be another reason that it would show that you need to purchase again
in the MS store.

If it shows the sale as completed in the order history and showing that you need to purchase the game again in the store that means that you are not signed into the same account at both places.

Game disappeared from Account