Minecraft is gone

Question

Three years ago, I have purchased minceraft through Microsoft. Now for some reason, the game is gone and wont let me sign back in. I have the purchase conformation, who do I talk to about this?

Answer 1

Hello Talitator,

Welcome to Microsoft Q&A forum.

I fully understand how it feels when you are unable to locate and play the game that you bought. Before we proceed, may I have a photo of the issue you are having and the order history that you bought Minecraft to check? You can locate the order at account.microsoft.com/billing/orders. Please remember to remove personal information like the order number, gamertag or timestamps before posting.

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'll do my best to help you locate the game and play it. However, if you need more information about your account or purchase, please contact Microsoft Support. Thank you for your understanding.

I'm waiting for your reply.

Answer 2

Contact Microsoft Support directly so an agent can look up the purchase and help restore access.

Steps:

1. Gather proof of purchase: keep the purchase confirmation email/receipt and note the Microsoft account (email) that was used when Minecraft was bought.
2. Check which Microsoft account owns the game: review all email accounts for receipts from Microsoft for game purchases as described in the account-usage article. This helps confirm the correct Microsoft account that has the Minecraft license.
3. If still unable to sign in or the game is missing, contact Microsoft Support:
   • Go to the Microsoft Support contact page ("Contact – Microsoft Support").
   • Use the Get Help / Contact Support flow, choose the appropriate product (for example, Microsoft 365 & Office or Other Products, depending on the options shown), then select a billing/subscription or account category.
   • Choose Chat with a support agent or request a callback if available.
   • Provide the purchase confirmation and account details so they can verify ownership and assist.

If the issue is specifically with the Microsoft account sign-in (not just Minecraft visibility), use the Microsoft account help and sign-in troubleshooting first, then escalate to a support agent if needed.

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• Get help with your Microsoft account
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