Unable to install a game redeemed via a purchased code

Question

Unable to install a game redeemed via a purchased code

Nathan Horlock 0

I bought a CD key for Wolfenstein II: The New Colossus and redeemed it in the Microsoft Store app, but I am unable to install it, and since it is a CD key, I am also unable to refund it with the seller.
The Microsoft Store page shows this: User's image The CD key was sold to me as a PC game not for Xbox but there may have been a labeling error. The key was bought on Driffle. It could also be due to other reasons, my PC does have some old hardware but that generally isn't a problem except for games with high-level anti-cheat.
Is this a problem with Microsoft, or should I contact Driffle instead?

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Answer 1

Clary-N 16,910 Microsoft External Staff Moderator

Hi Nathan Horlock,

Based on the screenshot, it appears that the code redeemed successfully because the game and its included content are showing as owned in your Microsoft Store library. However, the message "This product can't be installed on this PC" may indicate that the redeemed license is not a Windows PC license or that there is a compatibility requirement preventing installation.

From my end, when viewing the Xbox Store listing for Wolfenstein II: The New Colossus Digital Deluxe Edition, I can see the "Play with" section lists Xbox One, Xbox Series X|S and Xbox Cloud Gaming but I do not see Windows PC listed as a supported platform. Could you check whether you see the same on your end?

User's image

Could you also let me know your Windows version and build number? You can check this by pressing Windows + R, typing winver and pressing Enter.

You may also want to review your Microsoft account order history to see how the redeemed product is categorized:

https://account.microsoft.com/billing/orders

If the code was advertised as a PC key but appears to be associated with an Xbox-only entitlement, I would recommend contacting Driffle and providing screenshots of the product listing, the redemption confirmation and the installation error shown in Microsoft Store.

Please note that Windows 10 has reached end of support. While this may not be the direct cause of the issue, Microsoft no longer provides regular feature and security updates for Windows 10. If your device supports Windows 11, upgrading may help avoid compatibility issues with newer Microsoft Store and Xbox services.

I look forward to your update and will be happy to help further.

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Nathan Horlock 0 Reputation points

2026-08-22T09:44:25.69+00:00

My Windows version is 22H2, Build 19045.6456. After looking at my billing page, nothing stands out about the intended platform. It's probably an incorrect labelling from Driffle rather than a problem on Microsoft's side. I do see the same device list as you showed, which supports this. Sadly, my motherboard prevents me from updating to Windows 11.
Image below is the order for the game.
Clary-N 16,910 Reputation points Microsoft External Staff Moderator

2026-08-25T07:38:01.2533333+00:00

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Message button as show below

Hi Nathan Horlock,

Thank you for the update and for sharing the screenshot.

Based on the information you've provided, it appears the redemption was successful and the content has been added to your account. Since the Store listing only shows Xbox One, Xbox Series X|S and Xbox Cloud Gaming as supported platforms, the installation message on your PC is consistent with the product being an Xbox entitlement rather than a Windows PC license.

At this point, I recommend contacting Driffle again and providing the screenshots and details you've gathered. Ask them to verify whether the key was incorrectly labeled as a PC version and, if so, whether they can offer a replacement key for the correct platform or a refund.

As this is a user-to-user community, I don't have access to Microsoft's licensing systems to verify the entitlement further. However, based on the evidence available, this appears to be an issue with the product purchased rather than your Microsoft account or Windows installation.

I hope Driffle is able to clarify the situation and provide a suitable resolution.