My xbox won't let me play a game I purchased.

Hi there.

Can you share the account that purchased it?

Did you set this account as the
Home console account on the console you are using?

Is either account a child account by chance?

Post back and let us know!

Hi!

The purchase is linked to the account, so you can not use it with another account, but on the same console, to play shared content, you can log in with both accounts and play on the one you prefer.

Hello, IRONxxWORM. I'm Arturo, and I'll be glad to provide assistance with your inquiry today.

I would like to suggest the following potential solutions:

A.
Step 1. Remove the affected profile from your Xbox.

Step 2. Connect your Xbox to a different Wi-Fi network, like a mobile hotspot.

Step 3. Re-add your profile and try playing games.

Make sure to know your credentials before removing your profile.

B.
Step 1. Disconnect your console from the internet.

Step 2.
Perform a physical power cycle on your Xbox:

Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. The console will turn off.

Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller.

If you don't see the green boot-up animation when the console restarts, repeat these steps.
Make sure that you hold the power button until the console completely shuts down.

Important: If your console is in Sleep mode, the above steps will shut the console off completely. Sleep mode, or the ability to turn on your console by saying “Xbox on,” won't be enabled until you restart the console.

Reference link: https://support.xbox.com/help/hardware-network/power/restart-or-power-cycle-console

I'll remain attentive to your comments or if you have further inquiries.

Regards,

Arturo.

Make your console as Home console https://support.xbox.com/games/game-setup/my-home-xbox

It is currently a known issue: https://support.xbox.com/xbox-live-status

Affected services:

• Browsing the Xbox Games Store, Downloading items that you have already purchased
  

Latest update:

We believe we have identified the issue causing some members to have problems finding previously-purchased content or purchasing new content. Thanks for your patience as the team works to resolve the issue.

It was fixed for now!

Hey there, Will!

I'm sorry to see any issues launching your game! If you haven't already,
contact us via phone or chat to verify that the purchase was indeed on this account. Sometimes purchases can be made on a different account on the same console, and that account might revoke their Home console without others knowing. This is the best way
to confirm your purchase.

They should be able to get you to a good state from there! Please let me know if you run into any snags. I'm happy to help where I can!

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Xbox Forums Staff



Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.