purchased something and it never came through on game

Question

purchased something and it never came through on game

Answer 1

If an in-game purchase was completed but the item did not appear in the game, follow these steps depending on how the purchase was made:

1. If the purchase was through the Microsoft Store (game, add-on, or in‑game currency):
   • Go to the game’s page in the Microsoft Store app.
     • If the usual Buy button now shows Install, select Install to add it to the device.
   • Check the Order history for the Microsoft account used to buy it at https://account.microsoft.com/orders and confirm the order shows as completed.
   • If the order is completed and the item still does not appear in the game, contact Microsoft Store support using the guidance in the pre‑orders article.
2. If the purchase was an in‑game item managed by PlayFab (virtual items/currency):
   • Use the PlayFab Economy APIs to verify the item is in the player’s inventory:
     • For Economy v2, call GetInventoryItems for the player. Ensure the request body is empty (the entity is taken from the entity token in the header). Check the response for the item ID and Amount.
       • If the player already owned the same item with the same StackId, the purchase increases the Amount instead of creating a new instance.
     • For Legacy Economy, call GetUserInventory and inspect the Inventory array for the purchased item.
   • If the purchase used virtual currency and failed with 422: InsufficientFunds, grant currency (for example, via AddInventoryItems or Game Manager) and retry the purchase.
   • If the purchase failed with error 1071, correct the PriceAmounts to match the catalog configuration and retry.
3. If the purchase was from the Microsoft Store and redeemed via PlayFab (Xbox/Windows add‑on):
   • Ensure the player has actually purchased the add‑on from the Microsoft Store (Xbox or Windows Store interface) and that the purchase is unredeemed.
   • Authenticate the player and obtain an Xbox token.
   • Call RedeemMicrosoftStoreInventoryItems with:
     • X-EntityToken header set to the PlayFab Entity Token.
     • Request body containing the Xbox token:

              {
                "XboxToken": "{Your Xbox token from GetTokenAndSignatureAsync}"
              }
       

   • Check the response:
     • Succeeded should list redeemed items.
     • Failed lists items that could not be redeemed.
     • TransactionIds lists redemption transaction IDs.
   • If the call returns 200 but Succeeded, Failed, and TransactionIds are all empty, this usually indicates a configuration issue between Microsoft Store and PlayFab (for example, Store IDs not mapped correctly). In that case, review the Microsoft Store integration configuration and, if needed, escalate to the PlayFab team via the support channel.
   • For Developer‑managed consumables, if the consumable does not appear as fulfilled after a successful redemption, retry RedeemMicrosoftStoreInventoryItems. If it still does not show as fulfilled, escalate to PlayFab support.

If none of the above resolves the issue and the order is confirmed as completed, contact the appropriate support channel (Microsoft Store support or the game’s support/PlayFab support) with the order ID and account details so they can investigate and, if necessary, grant the missing item or process a refund.

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References:

• Pre-orders for Microsoft Store
• Quickstart: Add your first item to a player's inventory
• Quickstart (Legacy Economy)
• Non-receipt payment processing (Legacy Economy)
• Set up PlayFab and the Microsoft Store to enable purchases