I bought a game, they charged me, but I cannot see the game

Question

I bought a game for my Xbox on the Microsoft store, I see the charge on my credit card but I cannot download the game.

Actually they charged me twice for the game, they reimbursed one charge and the other one no. But I still cannot download the game from my account and it doesn’t appear on my history of purchases.

Answer 1

If you have purchased a game but cannot see it in your account or download it, there are a few steps you can take:

1. Check Your Microsoft Account: Ensure that you are signed into the correct Microsoft Account on your Xbox and the Microsoft Store. Sometimes, purchases may be linked to a different account.
2. Purchase History: Verify your purchase history on the Microsoft Store to confirm that the game is listed there. If it does not appear, it might indicate an issue with the transaction.
3. Reimbursement Issues: Since you mentioned being charged twice and receiving a reimbursement for one charge, it’s possible that the transaction is still being processed. Check with your bank or credit card provider for updates on the charge.
4. Contact Support: If the game is not appearing in your purchase history and you are unable to download it, it may be best to contact Microsoft Support for assistance. They can provide detailed information regarding your account and any issues with your purchase.
5. Wait for Processing: Sometimes, it may take a little time for transactions to reflect correctly in your account, especially if there were issues with the payment.

By following these steps, you should be able to resolve the issue and access your game.

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References:

• Managing refunds and chargebacks from your service
• Handling mismatched store account scenarios on PC

Answer 2

Try Xbox support:

https://support.xbox.com/en-US/help/subscriptions-billing/buy-games-apps/why-dont-i-see-my-purchase