Purchased a game, but i don't own it?

Check your purchase history to see if you have the game, if you don't communicate a support to see what happened and refund

HI,

I am sorry your are having problems with your purchased game. I would suggest you use the

https://beta.support.xbox.com/contact-us

To contact Microsoft support.

If you are close to the 2 week limit, i would follow the Refund information as below to get a Refund and then possibly buy it again ?

Microsoft's new refund system works a lot like Steam's does. To initiate a refund, you must head to
Microsoft's account website and sign in. Once you've signed in, you can select "payment & billing" from the top bar and navigate to "order history." Once you're on the order history
page, you can click on an app or game you've purchased and choose to request a refund.

To qualify for a refund, you'll have to meet a few criteria though. A refund has to be requested within two weeks of an app or game purchase, and you must wait until at least one day after the release date to start the refund process. You also have to have
used the product for less than two hours across all accounts. Additionally, season passes, add-ons and DLC are not eligible for a self-service refund.

New Xbox refund system: What to do if you can't use the self-service refund
As stated above there are certain products sold on the Xbox Live storefront that don't qualify for a self-service refund. For these, you'll have to contact

Xbox customer support directly. Microsoft also reserves the right to block access to any user who abuses the self-service refund system. So don't think you can demo a game for an hour and a half and then return it, or you may end up barred from self-service
refunds.

Hope this helps.

Hi, I hope you're doing great out there. I am an Independent advisor and I am here to help you in regard to your concern.

First, please sign in to https://account.microsoft.com/billing/orders, and make sure that it is showing from there as "completed". Once confirmed remove and re-add your account.

"REMOVE ACCOUNT​​​

​​​

1. Press the Xbox button to open the guide. ​​​

2. Select System > Settings > Account > Remove accounts. ​​​

3. Select the account that you want to remove, and then select Remove to confirm. ​​​

4. When you're finished, select Close. ​​​

​​​

POWERCYCLE CONSOLE​​​

​​​

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

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

​​​

ADD ACCOUNT​​​

​​​

1. Press the Xbox button to open the guide. ​​​

2. Select your gamerpic in the upper-left corner of the screen, move all the way down and select Add new. ​​​

3. Enter the Email address and the password.​​​

4. Read the Microsoft Service Agreement and Privacy Statement, and then select I Accept. ​​​

5. Follow the steps to configure your Sign-In & Security preferences to add your Microsoft account to your Xbox console.​​​"

If that didn't work, this may be related to Xbox's issue. Here's a screenshot for your reference:

Hi, Jayee! Thank you for reaching out.
I'm AJ, an Independent Advisor for the Xbox Community.
I'm sorry to hear you are experiencing issues with your games.

- If you don't mind, could you check if these games are showing on your account's order history? As a rule of thumb, all games purchased through the Microsoft Store, redeemed with a code, or claimed from a console bundle should be displayed there, regardless of the date they were acquired on.

You can use this link to get there: https://account.microsoft.com/billing/orders

Please make sure to select "Digital" and "All available" from the two drop-down menus at the top section of your order history.

- If these games are not showing on your order history, they may have been purchased with a different account that was also removed from your console by the factory reset. I'd suggest checking the order history in all your accounts to determine which one was used for these purchases.

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Due to the nature of our query, I find it important to offer a friendly reminder that this is a public forum and personal information should not be posted here. Please be careful not to reveal any personal or sensitive information through text, pictures, or other media.

Thank you! I'll be looking forward to your reply.
Best regards.

You can request a call back or chat with support at http://support.xbox.com/contact-us If you don't see those options, change the category/topic until you do.