Lost access to my game and still charged

Discus and support Lost access to my game and still charged in XBoX Games and Apps to solve the problem; I had purchased Mortal Kombat X on the Microsoft Store, but I was charged twice, two purchases of $21.24, even though I only bought one game. I... Discussion in 'XBoX Games and Apps' started by PaineintheBurke, Nov 3, 2019.

  1. Lost access to my game and still charged


    I had purchased Mortal Kombat X on the Microsoft Store, but I was charged twice, two purchases of $21.24, even though I only bought one game. I contacted Xbox Support through their support website, and explained the issue, and asked for the second payment
    back since I had bought the game with the first purchase. They were quick to respond, and sent me a refund today for the second payment, which I'm glad about. However, the first purchase was still charged to my account and not refunded, so I assumed that I
    still had access to the game that I had paid for. However, I tried getting on, and the game informed me that I currently do not own it. I can't ask for a second refund as the game counts as refunded. I just either want my money back in full, in which case
    I'm willing to repay for it since the full refund would allow me to finally have purchased this game with only one charge, or else I want access to the game I currently have paid for. Before you ask, I had bought the DLC a long time ago when I had the game
    under Game Pass, meaning I wasn't charged for them when I bought the game this week, but I was charged for the game October 29th. I did receive one refund, but since I was charged twice, I expected to either be refunded fully or retain access to the game I
    have currently bought.

    Thank you for your understanding.

    :)
     
    PaineintheBurke, Nov 3, 2019
    #1
  2. XBF Amber M Win User

    Lost access to my game and still charged

    Hi PaineintheBurke,

    Thanks for reaching out to us in the forums for this issue. It sounds like the license to the game was somehow lost when you had the refund; however, the situation is one that can be fixed.

    In order to get the matter looked into directly, I would highly recommend
    contacting Xbox Support by requesting a call back
    so that they can look into your account and determine what may have happened. They should be able to rectify the situation as well. Sadly, we here on the forums lack the necessary tools to more directly
    assist with these types of account issues.

    • Log into Support.Xbox.com
    • Scroll down, Click on Contact Us
    • Step 2 : Select a Category, then See other options
    • Step 3 : Select your Issue/Topic
      • Select - Show contact options
      • Select – Call me back or chat with Xbox Support

    If you do not see the selection that you wish to use for contact, then switch topics until it becomes available as the selections may change from time to time.



    Hope this helps out! Let us know the results!
  3. Ricardo Cintra Win User

    Lost access to my game and still charged

  4. Wolfie McG Win User

    Lost access to my game?

    First thing to do is to clear system cache to remove corrupted file on your system. Here are the steps to follow:

    1.Remove the disc from your console. (Ignore this if digital)

    2.Press the Xbox button to open the guide.

    3.Select System > Settings > System > and then Storage.

    4.Select Clear local saved games.

    Note Selecting this option will not delete any games or progress you have saved in the Xbox Live cloud. It will only clear data you have saved locally.

    5.Select Yes to confirm.
  5. SpyShadow Win User

    Lost access to my game?

    Hello I am sorry that it seems your game has disappeared. Game sharing can cause unwanted difficulties if one is not careful, make sure you are signed into your account and that you have unfettered access to it. Please let me know what things have changed
    since one week ago, it might help me deduce what has gone wrong.
  6. BAD lNTENTlONS Win User

    ERROR 801540B7 and Cannot Manage Account on Xbox.com

    if the 801540b7e rror was fixed how come i still recieve it and cannot access my profile...and im still being charged
Thema:

Lost access to my game and still charged

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