HVEC PRO upgrade is paid for but i cant download or find it on my laptop and it hasn't automatically installed on the player

Question

i have the hvec player installed and paid to upgrade to pro as it will not play mp4, but the pro upgrade hasn't installed automatically and i can not find the download anywhere to install it. can anyone help with this

Answer 1

Hi kevin roper,

I understand the confusion seeing you've downloaded everything correctly, but it doesn't work as expected. The key point is this: there is nothing missing to download, and the purchase worked as designed.

You purchased HEVC Video Extensions from Microsoft Store. This is a system codec, not a player and not a Pro upgrade. It installs silently, has no Install button, and correctly shows as Owned only. That part is already done. The issue is app licensing, not Windows.

The reason the HVEC / HEVC Player does not become Pro is because it is a third‑party app. Its Pro version is licensed separately, and the Microsoft HEVC codec does not unlock Pro features in any player. Microsoft Store cannot install or activate a Pro upgrade for a third‑party app. This is why:

• There is no Pro download to find
• The player stays in Free mode
• Nothing changes after buying the codec

To move forward from this, open the HVEC / HEVC Player and use Restore purchase / Activate Pro inside the app. If Pro was already purchased and still does not activate, you’ll need to contact the app developer, as Microsoft cannot unlock or reinstall third‑party Pro licenses.

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Answer 2

Try the following steps to locate and install the HEVC-related purchase from Microsoft Store on Windows 11:

1. Open Microsoft Store and make sure the same Microsoft account used to buy the upgrade is signed in.
2. Select your profile icon > My Library and look for the HEVC/codec or player app there. If it appears with an Install button, select Install to download and install it.
3. If Install is not visible in the library, select the app name to open its product page in Microsoft Store. If the button on that page shows Install instead of Buy, select Install to add it to the device.
4. If the purchase was a codec such as HEVC Video Extensions, verify it is installed by going to Settings > Apps > Apps & features and searching for “video extension”. If it is missing, install it again from Microsoft Store.
5. If the Store is not showing the purchase correctly, reset the Microsoft Store app:
   • Press Windows logo key + R to open Run.
   • Type wsreset.exe and select OK.
   • A blank command window opens and closes after about 10 seconds, then Microsoft Store reopens. Check My Library again and repeat steps 2–4.

If the HEVC/Pro upgrade was bought from a third-party website rather than Microsoft Store, download and product key details must be obtained from that seller.

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References:

• Find and install your Microsoft downloads from Microsoft Store
• What is HDR in Windows?