Mytona game purchase via Microsoft

Question

I purchased tokens (Bundle) to continue an online game via my Microsoft account. I received email notification of a successful purchase, and my bank account was debited. The item purchased immediately appears on your online game, and you can resume play. This item never appeared on the game. I returned to the option to purchase tried again, and I received a message that I already have the purchase, and to check my Microsoft account; I did, and I can't locate the purchase. I also contacted the game creator, and haven't received any feedback. Can anyone help me?

Answer 1

Thank you everyone, and especially Tia Luna for your support with how to rectify this matter. While I never received a direct reply from Microsoft, or the game developer, the item for my purchase suddenly appeared on my game page today. In the past, when I had an issue with a purchase, it was resolved the same day, or no more than 24 hours with a reply from the party my inquiry was sent to. Nevertheless, I've been made whole. I'm now questioning the worth of future purchases. Again, thank you all, you're very kind.

Answer 2

Oh I understand. Since it happened multiple times already, that might be the reason why its taking some time to address it. But lets be positive that it will be fixed soon.

Answer 3

Got it! Thanks for letting me know. If that's the case, it would be best to wait for the response of the Game Dev. Other option is to reach your bank and request for refund from them.

Thanks,

Tin

Answer 4

Greetings!

This is Tin, looks like you've purchased a token for your game but it didn't came to your game account even you already paid for it. May I know if you have already signed out your account then try to sign back in just to refresh it?

If the issue persists, as long as it's showing on the order history and it shows completed, you may reach the MS Accounts & Billing to check it for you:

Kindly open this link: https://support.microsoft.com/contactus/

Ensure that your MS Account has been signed in (with the purchased item)

Type "Chat with an agent" and hit Enter.

Please click the "Contact support"

Please select the "Products and services"

Please follow the prompts to connect with a live agent.

You may also choose the "Call me back" option if you prefer to receive a call.

Once you're connected to the Live Agent, please let them know about your issue so they could check your account and address your concern.

Thank you,

Christine L

Answer 5

It sounds like you're experiencing an issue with your purchase not reflecting in your game despite being charged. Here are some steps you can take to troubleshoot this issue:

1. Check Your Microsoft Account: Make sure you are logged into the correct Microsoft account that was used for the purchase. Sometimes, purchases can be made under a different account.
2. Verify Purchase History: You can check your purchase history in the Microsoft Store to confirm that the transaction went through. This can be done by going to the Microsoft account billing page.
3. Game Account Linkage: Ensure that your game account is linked correctly to your Microsoft account. If the game uses Xbox services, the account you are using in the game should match the one used for the purchase.
4. Contact Support: Since you have already contacted the game creator without feedback, consider reaching out to Microsoft Support directly. They can provide assistance with billing issues and help track down your purchase.
5. Check for Updates: Make sure your game is updated to the latest version, as sometimes updates can resolve issues related to purchases.

If you continue to have trouble, documenting your purchase confirmation and any error messages you receive can help when contacting support.

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References:

• Handling mismatched store account scenarios on PC