Missing DLC that I payed for

Fireheart453 · May 18, 2019

So I've been trying to solve this problem for a couple of days now and it's lead me to here so hopefully I can get this solved. Anyway, here's the problem...

I'm missing dlc for a few games that I have. The dlc is either gone completely, or it's downloaded, but it's saying that I don't own it. And if I try to uninstall one of the "unowned" dlc and try to reinstall it, it just disappears. I've gone to xbox support
and they suggested to restart the console, however a new problem occurred that I lost even more dlc (funny thing is that it was free). After that, they said to try talking to the game company, and I did but they asked for a code that was given with the dlc.
I got confused and they restated that every purchase from the xbox store comes with a backup-code or something so I should talk to them. So after talking with the xbox store support, they said to post a forum here and explain my problem since the moderators
that look over this have better tech than them. So the main points from my problem are...

- none of the dlc are in my order/pay history, they just disappeared

- i noticed this first happening on April 28, 2019

- most, if not all, of the dlc are really old payments; like 3-5 years old basically.

- I have account shared in the past, but one of the games is unrelated to the people I shared accounts with so that's not the cause.

- the games missing dlc are Evolve, Dragon age: origins, Dragon age: inquisition(maybe), and maybe other games I haven't bumped into.

- one dlc worked just fine before the console restart, now it dosen't.

- and maybe some other information that I can't think of rn.

I did ask the xbox store support if this was common for people to lose dlc like this and they responded that the case that I have to were dlc just vanishes especially from the order/pay history is a very rare one, but not unique because someone had a similar,
if not the same, problem a couple weeks ago.

Hopefully someone can help me solve this problem because I just wanna swing a sword around -.-

:)

Fireheart453

UPDATE: So the problem still isn't solved, but I did find another game that was effected. I found I was missing all my dlc from cod:ghost (curse my nostalgia), however I was able to fix it the same way I fixed inquisition. But again, my
problem still persists on origins and evolve.

Fireheart453

Nope, never bought EA access. Is there a way to find out how I got something on my console specifically? Like I still have the origins dlc downloaded on the console, so is there like a payment/order history but for the console?

PalmettoBling

Do you have EA Access, per chance? You could check if it shows that subscription at your
Microsoft Account page under Services & Subscriptions.

Mr W0lfbane

'Go to the store to see if you can install it digitally. After uninstalling it.

- Wolfbane

PalmettoBling

You mentioned that it was Evolve which is the only one in that list that I think was an Xbox One only title, the others came on both Xbox 360. Are these all Xbox One titles or backwards compatible titles? Trying to just get a feel for where you're seeing
this issue.

And you've checked in My Games & Apps, highlighting the game in question, pressing the Menu button and selecting "Manage Game" to see if they are in there as "Ready to Install"?

It becomes tough, because if it's not under your Order History at your
Microsoft Account page under Payments & Billing > Order History it becomes very hard for us to verify, in support as we don't have access to transactional history, and there is no way to rule out that the content wasn't purchased with another account, either
intentional or by accident, or that it was loaded on the console by another account that did own it, and thus allow you access to it. By specifying the platform you're on, or specifics if it's across multiple platforms, we might be able to target troubleshooting
a bit more.

As is, though, I'd recommend you go to your Order History at your Microsoft Account page, and click on "Get order help" on any of your purchases, and that will provide you some links to contact billing. From there, you might want to talk to them about the
different accounts you own, and see if they can check if they can see the purchases in your History across the accounts you can validate as your own.

I wish I had a better or more clear troubleshooting steps for you right now, but we'll see what we can do!

Missing DLC that I payed for