My game disappeared from my account

T20cent · May 20, 2017

Hello, I activated acode of Rise of the Tomb Raider on my account last year and i have only one account, so i couldn't used it on an other account. It no longer appears in my games, even when I want to re-download it, and when I go to the store it
is displayed as if I had never bought it. I finished the game and so unlocked the successes. Can you help me ?

:)

amatsutenchi · May 20, 2017

points disappeared from my account

I would reccommend calling 1-800-4myxbox

the representative can see your points activity and will be able to tell you what happened to them and if they see anything on your account

it is true promotion points do expire but if you don't have those then you wouldn't have to worry about that.

Mister Gwyther · May 20, 2017

points disappeared from my account

Hey there Esoterik! You can also check your point history on
https://commerce.microsoft.com. Just sign in and check out your recent history there. Perhaps that will jog your memory a bit. If you are still unsure about where the points went,
contact us via chat or phone and an agent will be happy to assist you. Thanks!

onyxishere · May 20, 2017

Sorry to hear it. Can you please try going to My Games and Apps then Ready to Install to see if the game is listed there? If it is not then you'll need to call phone support for further assistance with your missing game.

Please click this link to get the number for your region Customer Support

onyxishere

Sorry to hear it. Can you please try going to My Games and Apps then Ready to Install to see if the game is listed there? If it is not then you'll need to call phone support for further assistance with your missing game.

Please click this link to get the number for your region http://support.xbox.com/contact-us?isChatCallAvailable=false

steeledwand7664

My guess is that is where the problem lies then.

Until that gets cleared up and shows completed then you will probably not have the license/ability to play the game.

Your next step would be to contact Xbox support support.xbox.com/contact-us and they should be able to tell you what is going on with that.

choppyseize

Anything you own will show in the Xbox store as owned. You can always download it through the store again if it's not appearing in the ready to install section.

Alucario Ultra

Hello,

thanks for using the MS forums.

I think in order to fix your issue, you has to contact MS support.

steeledwand7664

When you look at the order history at account.microsoft.com what does the status show:

Completed: sale completed and should still have the license on that account.

Refunded: sale was refunded for some reason and you would need to purchase again. This is why it is showing that you do not have the license.

Charged Back: This means the purchase was disputed with your bank and MS gave the money back to your bank and took the license for the game away from the account because of this. This would be another reason that it would show that you need to purchase again
in the MS store.

If it shows the sale as completed in the order history and showing that you need to purchase the game again in the store that means that you are not signed into the same account at both places.

My game disappeared from my account