How to get my games back

Purchased games are permanently tied to the Microsoft/Xbox account they were bought on. They cannot be moved or shared to a new account. To play those games again, it is necessary to sign in on the Xbox with the original Microsoft account that owns the purchases.

If the original account can’t be accessed (forgotten username, password, or hacked), use the Microsoft account help and recovery options:

1. Check which Microsoft account owns the games
   • Review email accounts for receipts from Microsoft for digital games or subscriptions, as described in Check products or services where you used your Microsoft account.
   • If the account was used on Xbox, follow the guidance in the “Xbox gamertag” section to find the Microsoft email associated with that gamertag.
2. Recover or secure the original account
   • Use the account recovery and security help listed under Get help with your Microsoft account (for example, “Help with the Microsoft account recovery form” and “How to recover a hacked or compromised Microsoft account”).
   • If the account was compromised and recovery fails, the account (and its purchases) may not be recoverable.
3. Install or reinstall games once signed in with the correct account
   • On Xbox or Windows, sign in with the original Microsoft account.
   • Use the Microsoft Store or Xbox library to find owned games, as described in Find and install your Microsoft downloads from Microsoft Store.

To talk to a live person instead of only online help, use one of these options from the provided support channels:

1. Use the Get Help app (Windows)
   • On a Windows PC, open the Get Help app.
   • Enter a description like “Xbox account / game purchases” and follow prompts.
   • Select Contact Support, choose the relevant product/service, then pick Chat with a support agent in your web browser or Provide your phone number and a support agent will call you.
2. Use Microsoft’s customer service phone numbers
   • Go to the Customer service phone numbers page referenced in Help with Microsoft Store purchases or in the Q&A answer I need to talk to someone!!.
   • Select the region/country to see available phone numbers for Microsoft Store or account support.
3. Use the general Microsoft Support contact flow
   • Follow the steps described in the Q&A answers How do I get a live person at Microsoft.?, How do I send an email to Microsoft about my account being hacked and taken over by <removed> ?, or I need to speak with a real person and it seems impossible. to reach a live chat agent (for example, by typing “Chat with an agent” in Get Help or using the “Contact Support” flow on the Microsoft Support site).

References:

• Check products or services where you used your Microsoft account
• Find and install your Microsoft downloads from Microsoft Store
• Help with your Microsoft account
• Help with Microsoft Store purchases
• Get Help for Microsoft personal account users
• How do I get a live person at Microsoft.? - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A