Help, i bought a game and it disappeared from my library

My sister bought Overcooked 2 in Pre-order, and today the game literally just disappeared from our library, and its not in "Ready to install" section, even the store says we need to buy it again! I checked the "Payment history" section
and the game appears but it says "Declined" what do i have to do, the money from the card its not refunded and we can't install the game, so please some tips?

Im from Mexico but i hope you guys can help me ):

:)

 

My Fifa 18 disappeared from game library

My Fifa 18 disappeared from the game library. I bought last year from the microsoft store, i played it for some months and now, a few days ago it disappeared from my games. I talked to someone from support but all he did was try to enable/disable some features
back, like my home xbox or hard reset and eventually he suggested to reintall the game wich I cant now because it looks like I dont own it. How can this be possible? Has anyone experienced this issue?

 

Call of Duty Ghosts - Xbox One - Don't appear in Library

I have Call of Duty: Ghosts Gold Edition bought for Xbox One, with almost all DLCs, and I don't know how or why but it disappeared from my library, I can't find it anywhere, even in hided games in library neither in the Store!

When I search for it in the Store, only appears the COD: Ghosts version on Xbox 360, even if I wanted to buy it again in Store I can't do it.

Is it possible that It could be deleted from the servers?

It's the game that I invested more in DLCs and now it's gone, and I can't understand.

Please help.

Thnks

 

You will need to contact support directly for assistance with that. Contact Us | Xbox Support

 

Hey Roberto,

You should specifically contact the Xbox Support Billing department:
https://support.xbox.com/en-US/contact-us#5

Best,

Nozzle

 

if the payment came up declined then your credit card should also be refunded eventually. In Addition to contacting Microsoft billing support, you may want to contact your bank.

 

Hi there,

You will want to reach out to billing support directly for assistance with this, unfortunately it is beyond the scope of what we can assist with here.

 

You may need to go to the store tab and see if the installed option is still available.

 

Call support Center to see how they can help you out.

 

Wow, all you guys repeating the same answer. I think the OP got it the first time.

 

Let me explain to you How pre orders work.

IF you pre- order a game with a credit/debit card Microsoft will not charge that card till approximately 10 days prior to the game actually being released.

IF you pre-order a game with Microsoft account currency/gift card the money will be withdrawn from that balance immediately.

So if your order is showing as cancelled that normally means that when the time came for Microsoft to pull the money off of the card (approximately 10 days prior to game release) the money probably was not there Microsoft then tries 3 more times to charge
the card and if at that point they still can not get the money they will cancel the order because they never received the money.

Now if your bank account is showing a charge on a certain date for a certain amount you will want to match that up with your order history at account.live.com and see if there is a match to a purchase.

Since Microsoft did not receive the money from the bank and it was declined your bank may have put a hold for the amount for some reason and you would need to talk to them about that hold.

 

You will need to contact support
Contact Us | Xbox Support . Also trying restarting the console completely