How come it says I don't own a DLC I bought

Hi, I hope you're doing great out there. I am an Independent advisor and I am here to help you in regard to your concern.

We need to make sure that the DLC was purchased under the correct Microsoft account. Please sign in to https://account.microsoft.com/billing/orders and check if you can see the DLC from there stated as "completed".

If you were able to see the DLC from there simply remove and re-add your account.

"REMOVE ACCOUNT​​​

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1. Press the Xbox button to open the guide. ​​​

2. Select System > Settings > Account > Remove accounts. ​​​

3. Select the account that you want to remove, and then select Remove to confirm. ​​​

4. When you're finished, select Close. ​​​

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POWERCYCLE CONSOLE​​​

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1. Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. The console will turn off. ​​​

2. Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller. ​​​

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ADD ACCOUNT​​​

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1. Press the Xbox button to open the guide. ​​​

2. Select your gamerpic in the upper-left corner of the screen, move all the way down and select Add new. ​​​

3. Enter the Email address and the password.​​​

4. Read the Microsoft Service Agreement and Privacy Statement, and then select I Accept. ​​​

5. Follow the steps to configure your Sign-In & Security preferences to add your Microsoft account to your Xbox console.​​​"

If not, please check all Microsoft accounts that you own.

Hi Julius!

It's possible that your pre-order got failed. Please check it on your account order history via https://account.microsoft.com/billing/orders. Check if the status of your order says failed or canceled.

Please note that when pre-ordering an item or game from Xbox, you only get charged around 10 days before the release date. So you may have not noticed that the payment was unsuccessful.

I have the same problem. I bought the gaul expansion for civ 6 when it came out and now it says I don't own it. I bought it again and requested a refund seeing how I already bought the dlc. When I got the refund it also took away the dlc. I've had this issue
before, it says I dont own skyrim even though i bought it years ago and I never had that issue resolved either.

Please help, I can't contact anyone from xbox or Microsoft and I don't think I should have to buy something twice.

Hello!

I'm a Independent Advisor. I will be glad to help you.

From Home, select My Games and Apps.

Highlight the game, press the Menu button on your controller and select Manage Game and Add-ons.

Go to the add-ons section and verify that they are installed.

Then, try to perform a cache clear with the following steps.

Remove your account from the console

1. Press and hold the Power button on the front of your Xbox until the console turns off.

2. Unplug the power cord from the back of your Xbox.

3. Wait a minute, and then plug the power cord back in.

4. Press the Power button on your Xbox to turn it back on.

5. Your cache should be clear at this point.

Log back in with the account.

Best regards.

It will be free in Juggernaut but why does it say I don't own it anymore?I wanted to play before Juggernaut and you get bonuses if you own the dlc when Juggernaut comes out. But I suddenly don't own it anymore.