Purchased Digital Game has Disappeared from my Game Library

StuXR · Jun 29, 2022

I bought Elden Ring in March had a bit of a problem when I bought it, At first it didn't let me install the game, but then I restarted the Xbox and all was fine. Then yesterday I did a factory reboot as my Xbox was a little slow and afterwards the game had disappeared from my purchase history, and now it's like I have never owned the game. Please help as I tried using customer service and got told to restart my Xbox again, then was put on hold for 20 mins, then they hung up which is a little annoying.

:)

StuXR1

I'll look forward for your feedback

Hi, thanks for getting back in touch.

I checked my order history and it has disappeared from there as well.

When I look in the store it doesn't say install, only buy.

I tried factory resetting my xbox series x and removing and re-adding my profile.

It is set as my home xbox too.

I've played a lot of hours on this game and it worked fine until this point, it cost 69.99 euros. I should not have to buy it again. I'm genuinely baffled as this has never happened to me before.

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.

I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today StuXR

Please double check your Microsoft account order history to see if the transaction is there:

https://account.microsoft.com/billing/orders

Also, may I know if you tried looking for the game directly on the store to see if the install button appears there?

Thanks in advance for your reply

JosefLBohorquez

I'll look forward for your feedback

XBF Eladio M

Hey Grigoriy

Thank you for taking the time to post this on the Xbox Forums. We understand that you are currently experiencing difficulties with being able to find a game in your Library.

Are you able to see this code redeemed on your account whenever you check your

Order history?

When you try to download it from the Store, do you experiencing any difficulties?

When you are viewing your Full Library, are you able to select on the top left-hand side to show any hidden items? Do you see your game there?

If you can provide these details for us, we should be able to assist you further on this matter.

Desertlumens

Hello my friend! I know thats super frustrating! Ive had this happen myself just a few months ago. I’d suggest you contact support either by calling them or by chat. Heres a link, thank way they can walk you through the process of trying to recover your
game and troubleshoot what the problem may be. Don’t lose hope! https://support.xbox.com/help/games-apps/troubleshooting/game-issues-solution

Purchased Digital Game has Disappeared from my Game Library