Bought Roblox Robux vanished (from Official Microsoft/Xbox store)

Question

I recently bought Robux from the Official Microsoft/Xbox store and followed the instructions on the page, which were

To redeem after purchase, launch Roblox on Xbox and sign in to your account

So I did as instructed, and it's been over 2 hours, and nothing has happened. So I requested a refund, which was denied within a second due to

Your request has been denied due to refund policies.

This is really annoying. Has anyone had similar issues or knows how to solve this issue? Help would be appreciated.

The purchase page:
https://www.xbox.com/en-GB/games/store/400-Robux-for-Xbox/BS5KH5D3QQWV?msockid=024d823563a9632e1e8e964d624962de

Answer 1

Robux purchased through the Microsoft/Xbox Store are treated as a digital in‑app currency. Once the order is billed and delivered to the account, automated refund rules often block self‑service refunds, which is why the request was immediately denied with “due to refund policies.”

To resolve a missing Robux purchase or challenge the denial, use these steps:

1. Verify the order and status
   • Go to the Xbox order history page and confirm the Robux order shows as completed and not already refunded. The refund status for games and apps (including digital currency) is visible there.
   • If the order shows as refunded, allow a few days for the credit to appear on the original payment method.
2. If the Robux still have not appeared
   • Because this is a digital good and the self‑service refund was denied, direct assistance from Microsoft/Xbox support is required.
   • Use the Microsoft Store / Sales support channel to report that the Robux were never delivered to the Roblox account despite following the redemption instructions.
   • Provide the order number and any screenshots of the purchase and in‑game balance to help them investigate and, if appropriate, either credit the Robux or manually process a refund.
3. If the purchase used a non‑Microsoft billing platform
   • If, instead of Microsoft’s payment system, the purchase was processed by another billing platform inside the app, refunds must be handled by that platform or the app publisher. In that case, contact the publisher’s support as they control refunds for those transactions.

If the transaction is confirmed as a Microsoft Store/Xbox digital order and still undelivered, only Microsoft support can correct the entitlement or override the automated refund denial.

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References:

• Check the status of your Microsoft Store return or refund
• Cancel an order or pre-order from Microsoft Store
• In-app purchases with non-Microsoft billing platforms