Why is my purchase not in my library/account?

Iker Blanchard ✔️ · Jan 12, 2024

All right.

This is a bit of a doozy and quite a weird problem.

To break it down I basically can't download Sea of Thieves in my new PC.

I am using this support as sort of a last resort. I have tried so many troubleshooting options and I don't know what else to do. I got SoT under the Microsoft Store App back on May 25th, 2018, for my birthday using my dad's account because at the time I was a minor and could not make purchases for myself. (However, the game progress is saved under my Xbox account [the one I am using for this support message] I love the game and I want to be able to play it in my new PC.

Therefore, I do what you would assume is standard. I sign into my dad's account in the PC as well as the Microsoft Store App which the game was purchased.

The game is not there.

"Okay, not a problem" I said to myself. Perhaps it is in the Xbox app. Sign in with dad's account.

The game is not there.

So, at this point I am beginning to think that I might be doing something wrong. So, I go to my web browser I sign in with dad's account into Microsoft.com. And I find the Order made on May 25, 2018. However, there is no way for me to download the game from within the Microsoft Order History.

There isn't even a product key to "redeem" or download the game from.

Because at this point, I don't know what else to do I try to sign into my account in the PC. I checked all the things I mentioned before to try to see if the game was in my account. Well of course it wasn't because I didn't own the game. I just have progress in the game.

From there on after I tried MANY troubleshooting articles from Xbox, Microsoft, and SoT website itself. I have tried multiple call and chat support options from both Xbox, and Microsoft and neither has been helpful.

I don't know what to do. At this point I am almost desperate. I am basically only wanting to play before school starts on January 16th, so my time is limited.

Please Help.

:)

Jhonkito

Hi Iker, my name is Jhon, and will be a pleasure help you

I understand a little about the problem you are presenting, for this type of problem the best thing I can recommend is to contact support directly. since this has something to do with payments and billing. We cannot solve these types of problems here on the forum since we are only players like you who help each other with basic problems, we are not Microsoft employees.

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

If you have any other questions, let me know, I will be attentive to continue helping you.

ShaelUtah

You miss understand, I am asking why Microsoft has removed my game from purchase history and library? I am using the account I purchased it with.

Andy Price2

Xbox account region does match the region in which the game is available

purchased the EA WRC game digitally, can verify that the license is correctly associated with my Xbox account

does not explain why i can see the game in my library on xbox1 which is not compatible for xbox 1 so therefore i cannot download even to an external drive log in to account on my xbox X and game does not show in library so cannot even download

Harriet Lawrie

Yes, when viewing the game on the store page it says it can be purchased, and it doesn't show in the Xbox library. The payment shows in my purchase history and the money is gone from my PayPal account.

DeniqL

You should have your game regardless haha.

I f you are sure you do not have another account then I would advice you to contact support if you still want to figure it out

Why is my purchase not in my library/account?