Missing game and money

Hi, I hope you're doing great out there. I am an Independent advisor and I am here to help you in regard to your concern.

Once the refund has been approved and already stated as "refunded" on your order history (https://account.microsoft.com/billing/orders), it will now depend on your bank on when they will credit back the money but it usually takes 5-7 business days.

If this procedure did not resolve it, it is likely that the account you purchased the game from is incorrect.

In this case, I advise you to consult the support in the online chat option, in the status page, in general it could be a problem with the digital license of your account.

Hey thanks for replying to help me

I tried the steps you suggested but it didn't work, my game is still missing from my library and tried checking the store to see if I can install from there but it said buy to own

Thank you for contact us! I'm Anderson, an Independent Consultant and a Microsoft user like you.

good evening

see if you can see your purchase in your order history.

https://account.microsoft.com/billing/orders/

if you can see try the following

Excluding profile:

It is easy to remove a Microsoft account from Xbox One console as it is not necessary to sign in to the account. See how:

Press the Xbox  button to open the dashboard.

Select System > Settings > Account > Remove Accounts.

Select the account to be removed, then select Remove to confirm.

When finished, select Close.

Clearing the cache:

Turn off your xbox, remove the source/cable from the socket and leave it like that for 2 minutes, then you can turn it on.

adding the account:

You can add your Microsoft account to any Xbox One console. See how:

Press the Xbox  button to open the dashboard.

Select your gamerpic in the top left corner of the screen, scroll down and select Add New.

Enter the email address of the Microsoft account you want to add and select Enter.

Important Do not select Get a new account unless you want to. By selecting this option, you will create a new Microsoft account. If you've forgotten the email address associated with your Microsoft account, see Lost Account Solution.

Enter the password for the Microsoft account you want to add and select Enter.

Read the Microsoft Service Agreement and Privacy Policy and select I Agree.

Follow the steps to configure Sign-in and Security Options to add your Microsoft account to your Xbox One console.