Account Balance is Incorrect

Question

I redeemed two $10 Microsoft cards to my account, so I should have $20. I then bought gamepass for PC, but at the end of the month, I cancelled my subscription and they gave me the opportunity to get a full refund. I did that so then I ended up with $20 in my account again. I checked my account and I have $0 in it, when I should have $20. I'm confused on why this is happening. Thank you and have a nice day!

Answer 1

Hi, Luis Salazar

Since Game Pass was purchased with Microsoft account credit, an approved refund should normally return the amount used to the same account balance. A $0 balance may mean the refund is still processing, the money was applied elsewhere, or you are viewing a different Microsoft account.

Here are some suggestions you can try:

Sign in to Microsoft Order History using the exact account that redeemed the two gift cards. Find the Game Pass purchase and check whether its status says Refunded. A refund may take a few days to finish processing.

Open Payment options and check the balance shown at the top. If you have more than one Microsoft account, try each one, since the credit stays with the account where the codes were redeemed.

Review Order History for another purchase, renewal, or past-due charge that may have used the returned balance.

If the order shows Refunded but the balance remains $0 after several days, contact Microsoft Support and provide the refund order number. Forum users cannot view or restore account funds.

Please be advised that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.   

Thank you for your patience in reading, I hope this information has been helpful to you. 

---

If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment."    

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.