Microsoft store failed to initialise

Question

Hello,

I am experiencing an issue with Microsoft Store that began immediately after redeeming $25 in Microsoft Rewards credit to my Microsoft account balance.

Since redeeming the credit, Microsoft Store briefly loads and then shows the error: “Something went wrong and the Microsoft Store failed to initialise.”

This issue occurs across three different Windows 11 devices, including my HP OmniBook Ultra. The Store works correctly on the same devices when signed into other Microsoft accounts. However, when my Microsoft account is signed in on any device, the Store fails in the same way.

Because the problem:

• Started immediately after Rewards credit redemption

Follows my Microsoft account across multiple devices

Does not occur with other accounts on the same devices

This strongly indicates an account-level commerce profile or Microsoft Store wallet sync corruption, rather than a device or Windows issue.

I have already attempted all standard troubleshooting, including:

Restarting devices

Windows updates

wsreset.exe

Re-registering Microsoft Store via PowerShell

Removing and re-adding my account

Removing devices from my Microsoft account

None of these steps resolved the issue.

Please escalate this case to the appropriate backend team to:

Reset or repair my Microsoft Store commerce profile

Re-sync or repair my Microsoft account wallet/licensing state

Investigate any corruption caused by the Rewards balance redemption

Thank you.Hello,

I am experiencing an issue with Microsoft Store that began immediately after redeeming $25 in Microsoft Rewards credit to my Microsoft account balance.

Since redeeming the credit, Microsoft Store briefly loads and then shows the error: “Something went wrong and the Microsoft Store failed to initialise.”

This issue occurs across three different Windows 11 devices, including my HP OmniBook Ultra. The Store works correctly on the same devices when signed into other Microsoft accounts. However, when my Microsoft account is signed in on any device, the Store fails in the same way.

Because the problem:

Started immediately after Rewards credit redemption

Follows my Microsoft account across multiple devices

Does not occur with other accounts on the same devices

This strongly indicates an account-level commerce profile or Microsoft Store wallet sync corruption, rather than a device or Windows issue.

I have already attempted all standard troubleshooting, including:

Restarting devices

Windows updates

wsreset.exe

Re-registering Microsoft Store via PowerShell

Removing and re-adding my account

Removing devices from my Microsoft account

None of these steps resolved the issue.

Please escalate this case to the appropriate backend team to:

Reset or repair my Microsoft Store commerce profile

Re-sync or repair my Microsoft account wallet/licensing state

Investigate any corruption caused by the Rewards balance redemption

Thank you.

Answer 1

Hello Isaac Webb,

Welcome to Microsoft Q&A forum.

If your account cannot sign in to the Microsoft Store but other account can. You're right, it could be an issue with your account profile.

Before we proceed further, I'd like to ask a few questions to better understanding the situation.

• Can you log in to the Microsoft website or any other Microsoft Services with your account?

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. I will do my best to help you with your account issues. However, for more escalating options and account specific details, please contact Microsoft Support. Thank you for your understanding.

Answer 2

It seems you are experiencing a persistent issue with the Microsoft Store that is linked to your Microsoft account, particularly after redeeming Microsoft Rewards credit. Given that the problem occurs across multiple devices and does not affect other accounts, it does suggest a potential issue with your account's commerce profile or wallet synchronization.

Here are some steps you can try to resolve the issue:

1. Check Microsoft Store Install Service: Ensure that the Microsoft Store Install Service is running. You can do this by pressing Windows Key + S, typing services.msc, and looking for the service. If it is running, try restarting it.
2. Reset Microsoft Store: You can reset the Microsoft Store by using the wsreset.exe command. This command clears the cache and may resolve issues related to initialization.
3. Check for Windows Updates: Make sure that your Windows 11 devices are fully updated, as updates can sometimes resolve underlying issues with the Store.
4. Sign Out and Back In: Sometimes, simply signing out of your Microsoft account in the Store and signing back in can help refresh the connection.
5. Contact Microsoft Support: Since the issue seems to be account-specific, it may be best to contact Microsoft Support directly to investigate your account's commerce profile and wallet state. They can provide more specialized assistance and potentially reset or repair your account settings.

If these steps do not resolve the issue, it may require deeper investigation by Microsoft support to address any corruption related to the Rewards balance redemption.

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References:

• Microsoft Store not working – unable to download or update any apps - Microsoft Q&A
• Microsoft Store Apps fail to start if default registry or file permissions modified