Unable to play purchased digital games - Unfixable

Houston Leanin · Dec 19, 2019

Hello, this is my first time posting on these forums so I am not too sure how they work or who will even see this post (hopefully someone from Microsoft/Xbox that can actually fix this issue). I was recommended to post here by a customer service representative.

I had an account with multiple purchased digital games on it. About three years ago, the account got banned but it was still on my Xbox so I could still play the games that the account purchased. I recently got a new Xbox but I am unable to download
the banned account because its... banned. So in turn, I am unable to play games I have purchased. I feel I am entitled to those purchased games, regardless of which Xbox account purchased them.

I got in touch with a Microsoft/Xbox customer service representative but they were unable to fix the issue as Xbox explicitly says in a message when you try to sign into a banned account, "Customer support cannot modify or provide further details
about this action." So I was at a dead end with the general Microsoft/Xbox customer service side.

The customer service representative recommended I contact the Enforcement Team however you cannot contact them, not even through their email since it explicitly says do not respond to the email, they do not monitor it.

I am reaching out to these forums in hopes that this issue can get resolved. I understand my account got banned but I am entitled to the games I purchased. Thanks to anyone that can provide some assistance.

Also, please no "you shouldn't have got banned" comments.

:)

CrazY1985

Have you tried clearing the cache of the console by holding down the power button on your console for 10 seconds?

Mister Quasar

Hey Tshepzino! Sorry to hear about the trouble.

To help us make sure to get you the right information, can you let us know if you're seeing that with an Xbox One console, Xbox 360 console, or on a Windows 10 PC? Also, is that just digital copies of games, or is that happening when you try to play a game
from a disc as well?

KhajiBower34

Hello FlipCoffee, I am an independent advisor and I will be happy to help you today. My name is Khaji

I understand that you are having trouble playing the digital games you purchased on your Xbox.

Verify Xbox account: Make sure you are using the same Xbox account that you used to purchase the games. If you need to change accounts, select “Add or Change” on your Xbox console

Check game files: It could be that some game files are corrupt or missing. However, that doesn't necessarily mean you have to reinstall the game. Instead, try checking the game files

Reinstall the game: If after checking the game files the problem persists, you could try uninstalling and then reinstalling the game

Reset your console: If the issue persists after reinstalling the game, you could try resetting your Xbox console. This will reset the console's operating system and remove all potentially corrupt data without deleting your games or apps.

hank you very much for your patience and understanding! If you need anything else, do not hesitate to contact us again.

onyxishere

Sorry to hear that you're having issues with purchasing the game. The reason you are unable to purchase a digital copy of the game is because the game is not available digitally in Ireland.

Houston Leanin

Okay, thank you for the information. I purchased digital games for the obvious and advertised convenience but will no longer based on that unreasonable Terms of Use rule. I understand it is in the Terms of Use, but that does not make the
rule reasonable. Thanks for your help today and Merry Christmas.

Unable to play purchased digital games - Unfixable