Missing downloaded game.

Hey there Nicola,

Sorry to hear you are running into this problem. Is this a brand new bundle that was supposed to include the game? or did you buy the creators bundle for the Xbox separately?

If you have purchased the bundle then there should be a prepaid code within the box that will be for the game and any addons that may be included.

Look carefully through the content included within the bundle, If you do not find the code within that bundle I would recommend
Contacting Xbox Customer Support for more assistance with this issue.

I hope this helps.

Thx buddy. It was an all in one console and games bundle. It shows on the account that the codes have been redeemed

Hi there,

We appreciate you reaching out to us with this issue. Can you tell us if you're using an external drive attached to your console? Also, does this only happen with a certain game? Is it a physical game or a digital game? Be sure to let us know, we're here
to help.

On your Xbox One, can you go to My Games & Apps and scroll to the far right? There should be a section called "Ready to Install" (may need to wait a few minutes for this to appear) and in there you should see the content you are looking for.

You should be signed in with the same account that purchased the content.

Let us know how you get on.

Hi Nicola,

Thanks for getting back to us in regards to this. It's good that you can see the codes showing as redeemed on your account. Now, there should have been 3 Minecraft codes and a 14-day trial for Xbox Live Gold and a Month of Game Pass in the

Xbox One S 1TB console- Minecraft Creators Bundle.

1. The full-game download of Minecraft
2. The 1,000 Minecoins. (This is in-game add on, which you'll be able to use in game)
3. The Starter pack & Creators pack. (This is in-game add on, which you'll be able to use in game)

If you log in here does it show that all these items were redeemed? https://account.microsoft.com/billing/orders

If the items aren't showing up to be redeemed on your account, or If they appear but not in the console feel free to contact Live Support as they have further more tools to assist.

As provided above the best way to reach Live Support would be here:
https://support.xbox.com/contact-us#0



Step 1 ----Select Xbox One

Step 2 ----Select See other options

Step 3 ----Select topic (Ex. System Update)

Step 4 ----Select "Show contact options"

Step 5 ----Select request a call from support

Thank you for your detailed reply.

All the codes have been redeemed however the starter pack is showing as being redeemed on 12 Dec. Which is odd as bought the console on the 24th Dec. We do already a recurring gold subscription from our xbox 360. Would that be an issue?

Are you logged in on the console using the same account that you used to set it up on the phone?

Yes