refunded movies are not clearing from my xbox ONE

kenncar · May 22, 2016

I have not had much luck on the media side of xbox. It seems as though quality control is low on this end.

I requested a refund for demolition man because it was not 2.35, but 1.85(HD tv size 1.77) as are some movies in the xbox catalog; hit or miss.

Now the movie is stuck in my list and will not clear after the refund.

I did the standard cache clear:

log out

unplug (2-10min)

plug in

turn on

log in

No luck, then I tried:

log out

hold xbox button for 10 seconds

turn on (1min)

log in

No luck...

I am guessing this is a higher tier tech support to actually remove it from my list.

It shows up on xbox.com/xbox one/xbox 360

Does not show up on Windows 10 - Movies/TV app

This tells me xbox is not directly linked with Windows 10.

Does someone have knowledge on this to help or a contact to help? There is no true number to call (that I can find) for tech support on this matter.

Thanks... no need to say you have the same problem, I just need a solution.

:)

Evo Fire · May 22, 2016

im missing 6 or more movies from my purchased movies

there are around 6 movies missing from my movies list on both my xbox 360 and xbox one i would like to be refunded for these movies if they do not return to my list! unleashed zack and miri make a **** and wedding crashers and the love guru, Jennifers
body, pandorum, fanboys and more are all missing

AKEEMX101 · May 22, 2016

I purchased disney planes on xbox one but it wont play on my Xbox One , but i rented it again on my Xbox360 and it played ? help please..

I purchased the movie Disney planes from Xbox Video on my Xbox One and I was charged , but it wont play the movie , it keep saying cant play video cause am not in the region of my profile .. but I am in the same region being Great Falls , Virginia USA...I
bought the movie planes again but this time on my Xbox 360 in Xbox Video and the movie played , can anyone help me and seeing why this is happen , I can rent movies and it will play on my Xbox 360 , but when I rent movies on my Xbox one , it says cant play
because am not in the region of my profile, FYI just so you know when I first got my Xbox One I was able to play all my movies and TV shows I bought from my Xbox360 but now it's saying the same thing . I just noticed this Yesturday , Sunday December - 15
- 2013 , this is my first time trying to buy a movie on my Xbox One , I was able to buy Killer Instinct Ultra Edition.. I was refunded from Xbox Support for the movie not working on Xbox One..I just want help on getting movies to work..

Hordie · May 23, 2016

Hi ZaneMagnum,

How did you go about getting the refund? Did Xbox Support give it to you, and if so did you get your refund for it already? It could be that they just refunded the money movie, but to know for sure you would need to talk to someone that can look at your
account. Account issues and licenses must be handled by Xbox Support directly, and unfortunately no one on the forums would be able to assist with refund issues.
Click here to contact them.

kenncar · May 23, 2016

Thanks for the reply.

The verbage explains that the refund is past tense. It has already happened.

So, I am not asking anyone to help me with refund issues, just how to get rid of the movie from my list.

I am guessing you mean for me to call tech support.

Just an FYI, I have dealt with this before, but for some reason, people never know what I mean, although the problem is basic.

Hordie · Oct 31, 2018

HI ZaneMagnum,

I understood what you meant, I just wanted to clarify and make sure you've already been refunded. If you want some self help options before calling support I would try the following. First, try doing a hard reset. To do that with your Xbox powered on, hold
the power button for 8 seconds. Your console will quickly turn off. After it's off, turn it back on and see if the movie is removed from your list. If it's still there, try removing your profile from the console.

Click here to see the steps on how to remove your profile. After it's removed go to the area where you sign in on the console, and you'll see an option to add it back. Provided you keep your Xbox connected to the internet your saves and data should be backed
up and saved to the cloud.

If you still have the movie in your list after all those steps, then you will need to call Xbox Support with the link I provided previously to see if the license is still attached to your profile.

Hope this helps!

Hordie

HI ZaneMagnum,

I understood what you meant, I just wanted to clarify and make sure you've already been refunded. If you want some self help options before calling support I would try the following. First, try doing a hard reset. To do that with your Xbox powered on, hold
the power button for 8 seconds. Your console will quickly turn off. After it's off, turn it back on and see if the movie is removed from your list. If it's still there, try removing your profile from the console.

Click here to see the steps on how to remove your profile. After it's removed go to the area where you sign in on the console, and you'll see an option to add it back. Provided you keep your Xbox connected to the internet your saves and data should be backed
up and saved to the cloud.

If you still have the movie in your list after all those steps, then you will need to call Xbox Support with the link I provided previously to see if the license is still attached to your profile.

Hope this helps!

kenncar

Thanks for the reply.

The verbage explains that the refund is past tense. It has already happened.

So, I am not asking anyone to help me with refund issues, just how to get rid of the movie from my list.

I am guessing you mean for me to call tech support.

Just an FYI, I have dealt with this before, but for some reason, people never know what I mean, although the problem is basic.

Hordie

Hi ZaneMagnum,

How did you go about getting the refund? Did Xbox Support give it to you, and if so did you get your refund for it already? It could be that they just refunded the money movie, but to know for sure you would need to talk to someone that can look at your
account. Account issues and licenses must be handled by Xbox Support directly, and unfortunately no one on the forums would be able to assist with refund issues.
Click here to contact them.

harvey575

Hi I've had the same problem downloading movies from zune status code 80072ef3 and could not get a refund of points as Xbox policy on refunds is that you are only allowed one every 12 months. I also cleared my cache and turn off my xbox and tried to
download it again but again the status error comes up. Did you manage to get an answer to your problem?

Zippymike

Unfortunetly, clearing the network cache did not resolve the issue... im still getting the:

————————

Cant play

Sorry, this item is no longer available from the catalog. Try searching for it in Store - a newer version might be available.

0x80190194

————————

I have tried deleting the movie from my movie list, and re-adding it with the Movies & TV app in the settings, tried a full shutdown of the console and TV itself, tried other movies in my library(they ALL play just fine on my xbox) im only having a problem
with this movie I just bought (Cars 3 + BONUS) on my Xbox One X. It will play fine on my iphone from the Movies Anywhere though.... but im not trying to watch it on my phone

if i cant get it to work on the xbox then ill need to request a refund... any other
ideas???

refunded movies are not clearing from my xbox ONE