Jigsaw problem - can't download the set I bought- and worse

zannaz · Dec 20, 2022

This may, though I think should not, be slightly complicated by my currently using both a new Windows 11 laptop and my older Windows 10 laptop.

I purchased a new set of Jigsaw puzzlles, the Atacama Desert set. For possibly the first time ever I did not immediately download the set. The next time I started Jigsaw it still displayed the Atacama Desert set as one I had not purchased, although it had debited the appropriate number of golds. I checked this on both laptops for the same result.

On the old laptop I have now checked again. When I selected "All Collections" the Atacama set showed up as downloadable. However when I selected a puzzle to load it stopped at the usual ad display and didn't seem to want to allow me to continue without downloading the advertised game which I did not want. I therefore closed Jigsaw. When I re-opened it the set was no longer downloadable.

Since I have a pretty good stack of golds I decided to bite the bullet and went to purchase the same set again. To my surprise it said I didn't have enough golds to purchase the set. As you can see from the screenshot below this is absolute rubbish.

This is't the first time Jigsaw has stolen the golds I have earned - I'd have been well past 2 million by now otherwise. This is very shoddy work Microsoft - you should be ashamed of yourselves. I used to like both Minesweeper and Solitaire in their original versions but you spoiled them. I'm glad I've never actually paid for any microsoft game and with this example to follow you can bet I never will.

:)

zannaz

I have submitted a request on the link you provided.

Thank you very much.

Glenn Rue

Good day, zannaz!

Thanks for reaching out to our Microsoft Community Forum. Please accept our warmest regards and sincerest hope that all is well.

We understand that you're experiencing multiple in-game purchasing issues in Microsoft Jigsaw. One issue involves a puzzle set that you bought that seems to have disappeared. While the other issue involves being unable to purchase items even though you have the necessary gold for them.

Just to ease your worries, using both a Windows 11 and Windows 10 laptops is not actually complicating the issue. In fact, because the game launches and your purchasing issue is inside the game itself this is more a problem with the Microsoft account you are using. As such you need to submit a request with our Microsoft Casual Games team using the link below.

https://microsoftcasualgames.zendesk.com/hc/en-us/requests/new

Please make sure to login with your Microsoft account before submitting your request. Photo below for reference.

Feel free to reply to this thread. if you need further clarification.

Sincerely,

Forum Moderator

Microsoft Community

Glenn Rue

Good morning, zannaz!

We haven't heard from you in the last 72 hours, so we will be considering your issue resolved. Moving forward, we will not be monitoring this thread so if you need further assistance, please create a new thread to discuss these concerns by clicking the link below. Or click on the Ask a question option as shown in the photo.

https://answers.microsoft.com/en-us/newthread?threadtype=Questions&cancelurl=/en-us/

Thank you for understanding.

Respectfully,

Glenn

DWoodbine

Downloaded it yesterday and must say the improvements makes it look worse, but it is the mobile version. Also I had a bit of a problem with the audio.

Can't believe this is like the 4th time I've bought this game lol.

GrandmotherOwl

I found this by accident.

Close MS Jigsaw

Go to settings

Click on privacy

Click on background apps

TURN ON Microsoft Jigsaw

Open MS Jigsaw and try downloading again.

Now I can downloading.

You're a genius.Works for me.

Thank you

Tried this. Didn't work. Any other suggestions for the same problem? Microsoft Jigsaw was already turned on in my apps. I turned it off, then back on & still didn't help.

Jigsaw problem - can't download the set I bought- and worse