Pre-order was unexpectantly declined

I had pre-ordered Forza Horizon 4 a while back and when I tried to launch the game, instead of the game launching a message popped up saying "When you got a refund on Forza Horizon 4 it was removed from your device." I didn't refund the game and when I
went to check the order history it had said that my pre-order was declined. I checked my bank account to see if the money had actually been refunded and so far it has not. I'm wondering what had caused this to happen and if I'll actually be getting my money
back so I can purchase the game again.

:)

 

Pre-order was unexpectantly declined

Hello!

If you go to your account, under Orders does it show the purchase/pre-order or does it show that it's cancelled?

 

Pre-order was unexpectantly declined

Hello Prime,

Sorry for the issue with the game. I would try and contact Support again as they will be able to see what happened with the purchase. There are many different reasons why it can be declined. For example if there was a service alert for purchase and content
usage (which there have been a lot of lately) it could mess up the transaction. So definitely get in touch with support they can look it over for you.

Thanks,

Brad

 

You'll need to contact support and speak to billing for assistance. Contact Us | Xbox Support

 

Okay, Thank you for the reply.

 

As above, you'll want to contact support.