I can’t download the game I purchased

Hello Jorge Campos2,

We appreciate for your patience and for a very detailed response.

Apology for a belated answer as I was out from the office for the past days.

With the latest update, allow me to check and investigate the issue further in order to provide you the accurate resolution.

Thank you for your understanding.

Kind regards,



Xbox Forum Moderator

Microsoft Community

Hi ,

Welcome to Xbox Community Forums. We appreciate for sharing your concern with us and we hope that you are doing well today.

We understand that you cannot download a game from your account giving an error message that "not currently available". As per description you were able to play it previously with Xbox 360 and Xbox one. Now here comes the Xbox Series X, the issue occurs.

To further check on this we would like to ask few questions about it.

1. Was there no issue with the internet connection the time you try to download the game?
   
2. What about the account, was it the right account that contains the game?
   
3. Have you check if the game is playable in Canada, since you bought it ins States?
   
4. Can you send back the screenshot that you mentioned? It was not successfully attached.
   

These above questions would help us provide the necessary information. Once we have gathered all the information, we will formulate the viable solution to help you with your case.

We are looking forward to your response.

We will be glad to follow up and help you.



Sincerely,

Geri M.

Xbox Forum Moderator

Microsoft Community

Hi there Geri,

Thanks for taking the time.

Before answering, a clarification the message “not currently available” is not an error message it is in place of the download/purchase button when you enter in a game in the store. Here a screenshot for it:



When searching in the store for the game name “Shadow of Mordor” here are the options I have:





As you can see the one I own and want to download is the one in right.

Now for your questions,

1 - no internet connection whatsoever, it was not a problem while downloading it, it is that couldn’t even start downloading it as there is no option for it.

2 - yes it was the right account, here a screen shot for it: v



3 - I can only assume yes it is as it shows on the store here (image attached above at the start) and I checked with people on Reddit that owns the game here as well.

4 - sorry about that: here it is:



*** EDIT: Removed personally identifiable information (PII) from post.

Thanks again for you fast response.

Best,

Jorge

Hello Jorge Campos2,

We have check that the game Shadow of Motor is not backward compatible on Xbox Series X/S. If you really want to play, you need to purchase the current generation of this game. It is not part of the backward compatible list. You can redownload it on Xbox 360 to play that version. The only version that works via backward compatibility is the Xbox One version which the game developer made.

You can check lists of backward compatible games here. https://www.xbox.com/games/backward-compatibility.

We hope it worked out well for you.



Kind regards,



Xbox Forum Moderator

Microsoft Community

Hi Jorge Campos2,

Welcome to Xbox Community Forums. We appreciate for sharing your concern with us and we hope that you are doing well today.

We understand that you cannot download a game from your account giving an error message that "not currently available". As per description you were able to play it previously with Xbox 360 and Xbox one. Now here comes the Xbox Series X, the issue occurs.

To further check on this we would like to ask few questions about it.

1. Was there no issue with the internet connection the time you try to download the game?
   
2. What about the account, was it the right account that contains the game?
   
3. Have you check if the game is playable in Canada, since you bought it ins States?
   
4. Can you send back the screenshot that you mentioned? It was not successfully attached.
   

These above questions would help us provide the necessary information. Once we have gathered all the information, we will formulate the viable solution to help you with your case.

We are looking forward to your response.

We will be glad to follow up and help you.



Sincerely,



Xbox Forum Moderator

Microsoft Community

Hi Jorge Campos2,



We haven't heard from you for 72 hours, so we assume the issue has already been resolved. We will not monitor this thread going forward, so if you need further assistance, click this link to create a new thread to discuss these issues. Create a new question or start a discussion (microsoft.com)








Thank you for your understanding.



Kind regards,



Moderator

Microsoft Community