My xbox has stolen a game from me!

LifeM0delDec0y · Jan 6, 2020

Hi all,

First time posting on these forums.

I updated my sims 4 game this morning and kept getting an error message. Something about a subscription service renewal (I bought the game digitally when it came out for my wife). I tried the console reboot trick to no avail and then tried uninstalling and
reinstalling.

I uninstalled the game, and when I went to reinstall, the only option was an add on pack we had also previously purchased. I went to the game page and it is now prompting me to re - purchase the game. Its like I never owned it.

I went through the 'contact us' page on the Web bubeen told that chats or calls are not available for this issue.

Has anyone experienced this before? What can we do?

Any help is appreciated

Neil

:)

MightyQuinn75

Hi Neil. Did you possibly have EA Access at some point and met it expire? The Sims 4 is offered for free with thr subscription but if you no longer have it, you woukdnt have access any more.

OpzMaHaloSlipd

I have encountered this problem when my kids can't access games that I purchased on my home account(downstairs xbox) through their xbox(upstairs)

Who's account did you install it on? If you purchased it and gifted it to your wife's account then it probably means that you have to log into her account to redownload it from the store as it would be linked her her account then shared through the home
xbox for other users to access

dobby220216

Did you purchase the game on your account or your wifes account, you could sign into the account that purchased the game originally and try to re download it from there, you could also try here https://beta.support.xbox.com/help/subscriptions-billing/buy-games-apps/buying-digital-game-faq

xxALICEinOZxx

I know you stated that you tried the console reboot trick but did you try power cycling your xbox one. Power cycling is a bit different. When done properly you will see the green Xbox start up screen. If you rebooted but did not power cycle give it a try.
Hold down the xbox button located on your console for 10 seconds. The console should power down, then turn it on again by pressing the xbox button. I also see you purchased the game from the microsoft store but do you have EA access by any chance?

I have ea access and recently had this same issue with a game available from EA access. If you have or have ever had ea access I was able to fix this same issue,but with anthem, by hard resetting my console and uninstalling then reinstalling the EA access
app.

Noahgriff

If you would like to apply for a refund please use this link https://support.xbox.com/en-GB/billing/xbox-subscriptions/digital-goods-subscriptions-refund

My xbox has stolen a game from me!