item not show in "items you have purchased"

I have open tickets with flight simulator zendesk, and with Microsoft support for the last 5 days. I have sent screen shots to both. They are helpful ... as are you ... but they are not solving the issue. For example:

quote: you can still access and play the game normally from your library or the store page. unquote

I have received that advice many times, but actually, if I had to, I can't!

The store page and the xbox library show only the BASIC version as available. The Premium deluxe version is shown as $103.99. I purchased the Premium Deluxe and have sent them screen shots to prove it.

There seems to be a total disconnect between the in-game market-place ...and the Microsoft account ...and the Store's knowledge of what I am permitted. And even between different sections of the Microsoft account.

1. The microsoft account has the record of my purchase in the "billing" page, but does not show it in the "product's you've purchased" list.

2. The store says I am permitted the Basic version, but not the Premium (which I paid for). Yet the "digital ownership" seems to be okay, because the game continues to run.

3. The in-game market-place seems quite happy and shows the Deluxe and Premium upgrades as "owned".

So as long as the game is running, I seem to be fine. But if I had to re-install, it becomes a question.

I could chat with Xbox support, but i do not see what additional information i would give them. You can review all the emails and screen shots that I have already given the zendesk and microsoft support, and you can let me know.

Hello ArtL1,

I'm sorry for the confusion, if you are not seeing the game as one of your purchased products, you can still access and play the game normally from your library or the store page. Since it is not appearing from your purchased products, I recommend for you to speak with our live support team to confirm the validity of your purchased.

For your second question, you can still access and play the game normally from your library or the store page. Please see this link and confirm if the image shows the same as what you are getting, then you can proceed with the troubleshooting.

Purchase issues: The Buy & Download button is grayed out – Microsoft Flight Simulator Support (zendesk.com)

(Note: If this issue is closer to your concern, you need to submit a ticket to MSFS Support here: Submit a request – Microsoft Flight Simulator Support (zendesk.com))

You may perform the troubleshooting steps here: Checklist: Troubleshoot game issues on Xbox Series X|S – Microsoft Flight Simulator Support (zendesk.com)

If issue would persists, please contact our live support team by following the guide below.

1. Please use this link: Contact us | Xbox Support
   
2. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
   
3. If not, please select the country/region it is showing and select the correct one among the list.
   
4. Make sure to use to check the available contact times of the support.
   
5. Select the "Contact Us" button
   
6. Select the drop-down menu options that will match your concern.
   
7. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
   
8. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
   
9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
   
10. Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.
    

Hello ArtL1,

Thank you for posting in the Microsoft Community.

I can see that you are having trouble with your Flight Simulator 2020 purchase. You can try the following steps to access your game:



- Go to the Microsoft Store app on your Xbox console and sign in with the same account that you used to purchase the game.

- Search for Flight Simulator 2020 and select it from the results.

- You should see an option to install or play the game. If not, select Manage and then Install on my devices.

- Choose your Xbox console from the list of devices and confirm the installation.



If this does not work, please contact our live support team.

We're looking forward to hearing from you. If there are any inquiries about our description or if there are any misconceptions, do reply to the post.

Hello ArtL1,

Thank you for your response. Since there is already an open ticket, I would recommend that you wait for an update from the team, kindly also check your email if there are any updates coming from the team.

We'll leave this thread open for our other amazing and helpful volunteers and community members, just in case they have some insights or knowledge they want to impart. However, our team specifically will bow-out for now, since our findings is that this concern is beyond the reach of the community.

You do not understand the problem.

RIGHT NOW, i have no problem accessing the game (Flight Simulator 2020)

But it does not show up in my "Products you've purchased" list on my account.

Therefore, should my installation become corrupted, how would I be able to download it to re-install?

If i go to FLight Simulator in the store (as you suggest), it shows me a "PLAY" button because it knows that I have it installed. But "PLAY" would not help me if the installation were corrupted. I would need to DOWNLOAD it, and I do not see any option to do that, since it is not in the "Products You've Purchased" list, where it should be.

Fortunately, my installation is not corrupted AT THIS MOMENT... but this situation should be corrected in case I need to re-install.