Why does it say that I own a game when it’s in my cart, but it doesn’t show up in my library?

Hello,



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Respectfully



Moderator

Microsoft Community

Hello Dylan Underwood,

Thank you for sharing your concern here in Xbox Community Forum and we hope that all is well.

Based on the description, you are trying to purchase the game and is unable to because of the error message while adding it to your cart. Let us check on this together and sort this out. We will make sure that you will be able to install the game in your Xbox Series S console.

We would like to ask few questions to help us isolate the issue further.

1. Have you purchase this game before while using older version of Xbox console?
2. Where did you make the purchase? Is it from Microsoft Store or in Xbox official website?

3. Can you send us screenshot where it shows the error?

4. Is it your account that was signed into the website where you are trying to purchase the game?

If you have not purchased this game before and shows you own the game when adding to the cart, it is possible that there is a different account signed in that owns the game. Try making a purchase by opening a browser in private window or press Ctrl + Shift + N and try to repurchase the game again.

If you purchase this game on your older version of Xbox console, let us check the game in Microsoft Store in your device. Try searching for the game like Call of Duty: Black Ops 2 and if you can see an Install button, that would mean you owned the game and just click install button to download it. You can also check from your order history if you have owned this game before. Go to this link: Microsoft account | Order history

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,



Microsoft Community Moderator

I preordered call of duty Cold War and it was working fine until last night and now when I try to open it it says “to play this, you’ll need to buy it” and in my full library it doesn’t show up but in the store it says I own it

Do you own the game on disc or digital? If it's disc, then that will be why the game does not show in your library on PC, as you need to own the digital version for that to show up in your PC library.

The only option that shows up from the store is tapping on it to purchase it, but then it says I already own Netflix and to check my games and apps, when I do it doesn’t show up