I can't buy a game i refunded again

Partick Beaulieu 5 Reputation points
2026-04-05T22:06:53.07+00:00

I purchased RESIDENT EVIL CODE: Veronica and I then refunded it. Now I want to buy the game again but xbox says that I own it and I can install the game. When I install the game I get an error message basically saying I dont own the game. I go to the Microsoft store to buy the game but it says I own it which I dont. I already checked my order history and it says that the refund was successful and I got my money back for it. I have tried everything from restarting my xbox to contacting the ai support (didn't help at all). I even checked the online website to see if I could purchase the game there but even on the website it says that I own the game but I dont. I really dont know what to do.

Windows for home | Other | Gaming
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  1. AI answer

    2026-04-05T22:07:10.8766667+00:00

    This situation requires direct intervention from Xbox/Microsoft Store support because the account’s license state and refund state are out of sync.

    Based on the described behavior:

    • Order history shows the refund as successful and money returned.
    • Microsoft Store/Xbox still shows “You own this” and allows install.
    • Launching the game fails with an ownership error.

    This indicates the entitlement for the game is stuck on the account and cannot be fixed from the console or web UI.

    Actionable steps:

    1. Confirm refund status
      • Go to the Xbox order history page and verify that the game shows as refunded and that no active purchase for the same title exists.
      • If the refund is listed and completed, there is no valid license despite the “You own this” label.
    2. Use the official Xbox refund/support channels
      • For Xbox game purchases and refund-related issues, use the Request a refund for digital games / Xbox support flow: Request a refund for digital games.
      • Even though a refund was already processed, this is the correct entry point for billing/entitlement problems with Xbox games.
    3. Contact Microsoft Store/Xbox support for entitlement correction
      • If the online flow does not resolve it, contact support via the Microsoft Store/Xbox billing support pages referenced in the docs and provide:
        • The game title (RESIDENT EVIL CODE: Veronica).
        • Order number of the original purchase and the refund entry from order history.
        • Screenshots showing:
          • Store page saying “You own this”.
          • Error message when launching the installed game.
      • Ask support to:
        • Remove the incorrect entitlement from the account, or
        • Re-sync the license so the store correctly allows a new purchase.
    4. If the game was part of a bundle or subscription
      • If the game was ever included in a bundle or subscription (e.g., Game Pass), note that single items from within a bundle cannot be returned separately, and entitlements can behave differently. Provide this detail to support if applicable.

    Because this is an account/license backend issue, only Microsoft/Xbox support can fix it; local troubleshooting (restarts, reinstalling, using website vs console) will not resolve the stuck “You own this” state.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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