Hi I purchased Hellboy twice on Xbox one for injustice 2, but I am unable to install him

Hi marcchetty,

We hope you are doing well.

We would like to ask you if you have requested for a refund? It shows in your screenshot that you requested for a refund. If any case, you haven't receive the refund, please expect it to be processed 5-7 business days. Refunds usually take time and to make sure when will you get your money back please contact your bank about it.

Regards,

1. May we ask if both purchase shows complete in your account's order history? Please check here: Microsoft account | Order history - yes
   
2. Since you mentioned that you cannot install Hellboy, may I ask if you keep on seeing an error message or code? Please post it and conceal any personal information. - installation cancelled
   
   
   
   
   
3. Do you have issues installation other games? Or apps? - no
   
4. When did this issue happen? Did this happen after an update? - no
   

EDIT: Removed personally identifiable information (PII) from screenshot.

Hi marcchetty,

We are pleased to know that you all good for the refund of your game.

Thanks for posting here in Community and we hope you have a great day!

Regards,

Thank you

Refund received

Hi marcchetty,

Welcome to Xbox Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

We understand that you are trying to install Hellboy on your Xbox One. Let us check on this together and sort this out in timely manner.

Based on your description, you have mentioned that you have purchased Hellboy twice. To better isolate your issue, we would like to ask for few questions:

1. May we ask if both purchase shows complete in your account's order history? Please check here: Microsoft account | Order history
   
2. Since you mentioned that you cannot install Hellboy, may I ask if you keep on seeing an error message or code? Please post it and conceal any personal information.
   
3. Do you have issues installation other games? Or apps?
   
4. When did this issue happen? Did this happen after an update?
   

We look forward to your response.

Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,



Xbox Forum Moderator

Microsoft Community