Purchases Disappeared

You should review your purchase history on the
Microsoft Account website (under Payment & Billing -> Order history) and find where you pre-ordered it. It's possible that an issue arose with your payment method and the purchase was cancelled, even if it was after the launch date.

Hi there,

It could be possible that the preorder was canceled and the license was revoked. Preorder's do not charge your credit or debit card until about 10 days before release, only account credit gets drained immediately after a pre-order. If the payment method
could not be charged due to insufficient funds or an authorization failure from the bank, then the license for the game gets taken since the game was not payed for and that can take a few days to allow time for the payment to be made hence why you were able
to play it for about a week and now it doesn't say you own it.

Make sure to check your purchase history to see what the status shows from that transaction:

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

You can contact customer support and they can go over your account with you for further clarification on what happened to the preorder and the payment method it was tied to:

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

Contact official support by phone.

They should be able to help you.

http://support.xbox.com/contact-us

I already contacted support, and they sent me here after 2 hours.

Contact official support by phone.

They should be able to help you.

http://support.xbox.com/contact-us

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

We need to make sure that the game is successfully purchased under the account that you're using, please follow the steps below:

Sign in to https://account.microsoft.com/billing/orders then locate the game order, it should be stated as "completed".

https://support.xbox.com/en-US/help/subscriptio...

Once confirmed that it is purchased under the correct account you may need to remove and re-add your account by following the steps below:

" 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.​​​"