My game does not appear in my game library

Hi there! This is Virginia O.

I understand that you are experiencing issues tracking your purchased game on the account.

I apologize for the inconvenienced this has caused you. I will do my best to help you.

To set your expectations properly, please be guided that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

Please verify the correct account. Make sure that you are logged into the correct account because games are purchased on one account but searched for on another will not show up from your Order history/game library.

And then log in to the account you used to buy the game and check your purchase history: https://account.microsoft.com>; Order history. This will confirm whether the purchase was successful.

Thank you for your cooperation.

It does make sense. The Xbox/Microsoft Store does give refunds via
xbox.com/refund. If your order was cancelled, then there would have been a reason behind it. Check on

https://account.microsoft.com/billing/orders/ see if you have been refunded or not. If you have been refunded, then just preorder the game again if you wish.

So Im a little confused because this game is not out yet. It was out for preorder with a Nov 2020 release date. If money was taken out of your account for this preorder Microsoft would need proof of that for any refund you are looking for. You would need
bank statements that show the money was in fact taken.

I just checked, and was not reimbursed, and I can't see the invoice either. I've tried everything I think. I'll try calling the support phone later. Thanks a lot for your help.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Theraip, if you are trying to install the game on your PC, see if it does not appear in your Microsoft store library, log in with the account that purchased the game then click "Library" click "Games" to just make the filter see if it is listed.