Purchased Game Can't be Played

Thanks for your reply. I ended up finding a way to contact tech support by phone and they gave me the same solution, which worked.

Thanks,

Frank.

Hello @Frank Levy, I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support!

I highly recommend following the troubleshooting steps here:

After each step try to see if the issue is fixed!

First, please select System > Settings > account > remove accounts and then select your account and select Remove to confirm.

Then, hold down the power button for about 10 seconds, until the console shuts off, then unplug the power cord and wait for 2 to 3 minutes before plugging it back in and turn on the Xbox.

If you are still encountering the same issue, please select System > Settings > System > Console info > Select Reset console > Choose Reset and keep my games and apps.

If the issue persists, please try to check you games in the order games history in this following website : Microsoft account | Home, while making sure that it is the same account you are checking on your console.

After following these troubleshooting steps, please make sure to check if the download is appearing both in your Microsoft store and on my games and apps section.

I wish you a lovely day, and I hope this helps you out!

Kind Regards

Stay safe, and happy gaming!

hi. i think your best option is to contact xbox support team and see if they can assist further https://support.xbox.com/en-GB/contact-us

I have the xbox family app. Nothing in the app blocking the game. The issue is the xbox thinks I have not purchased the game even though I did.

hi. have you downloaded the xbox family app on your phone. with this app u can check ur sons profile settings and see if there is something blocking him from playing the game.