I purchased Photoscape X Pro from Microsoft Store in May, 2017 but the Pro version is disabled

Question

I purchased Photoscape X Pro from Microsoft Store in May, 2017 but the Pro version is disabled

Arkady Zaslavsky 20

Hi, I bought Photoscape X Pro from Microsoft Store in May 2017. Initially it was offering me full functionality. However, a few years later I tried to install it on a new computer and it fails to recognize my version as a paid Pro version. When I login to MS store it shows only 7 years of purchased software. How can I enable the full functionality of this product ? Thanks.

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Answer accepted by question author

SD - IA 180.3K Independent Advisor

Hi,

The problem is mostly due to an account mismatch.

Can you cross-check whether you are logged in to the correct account everywhere, in the Xbox Store, Microsoft Store, etc.?

I look forward to hearing from you with the troubleshooting results.

Arkady Zaslavsky 20 Reputation points

2026-09-30T07:15:48.9933333+00:00

Unfortunately the order history is limited to 7 years while my purchase was done in May, 2017. I tried my different MS accounts with different browsers to access different MS services but to no avail. I can't see the option of refining the time range to go beyond 7 years as suggested in the answer. Thanks anyway.
Arkady Zaslavsky 20 Reputation points

2026-09-30T08:36:09.3466667+00:00

No, there isn't "restore" option. Here comes the screen shot of what I see in my account

As I menioned earler, the purchase date is May, 2017, and the order history goes back 7 years, which doesn't cover my purchase date. Thanks anyway.

3 additional answers

Your answer

Arkady Zaslavsky 20 Reputation points

2026-09-30T07:15:48.9933333+00:00

Unfortunately the order history is limited to 7 years while my purchase was done in May, 2017. I tried my different MS accounts with different browsers to access different MS services but to no avail. I can't see the option of refining the time range to go beyond 7 years as suggested in the answer. Thanks anyway.
Arkady Zaslavsky 20 Reputation points

2026-09-30T08:36:09.3466667+00:00

No, there isn't "restore" option. Here comes the screen shot of what I see in my account

As I menioned earler, the purchase date is May, 2017, and the order history goes back 7 years, which doesn't cover my purchase date. Thanks anyway.

Answer 1

Thank you. Let me route you to Microsoft Support to credit back the purchase to you.

Please contact Microsoft Support for further assistance.

Exact steps to reach support:

Please go to the https://support.microsoft.com/en-us/home/contact page.
Click Microsoft Office / Windows depending on the issue.
Click Get Home Support.
Type "Billing" and press Enter.
Please click on the "Contact support" button at the bottom.
Select the Category for support based on your requirements.

A friendly reminder that this is a user-to-user forum where users help other users.

Experts or Advisors participating here cannot make changes to Microsoft services or access internal systems and can only provide technical guidance, irrespective of Microsoft's Policy decisions.

I hope this information helps. If you have any more questions, don't hesitate to reach out. Wishing you good luck!

Answer 2

SD - IA 180.3K Independent Advisor

Thank you. Even if it is 7 years old, the product should not expire.

When you get a purchase prompt, do you see a Restore purchase option anywhere?

I look forward to hearing from you to get the results of the troubleshooting.

Arkady Zaslavsky 20 Reputation points

2026-09-30T22:12:12.18+00:00

The problem is solved. I was accessing MS store via the browser. When I accessed it via the app, I was able to download PhotoScapeXPro and install it with all features. Thank you.

Answer 3

Try these steps:

Sign in to Order history with the same Microsoft account that was used to buy Photoscape X Pro.
Find the purchase and select the product name. If Install appears, select it. Some products do not show a product key and are installed directly from the product page.
On the PC, open Microsoft Store, go to My Library, and check whether Photoscape X Pro appears there with a Download icon.
Reset Microsoft Store:
- Press Windows key + R
- Run wsreset.exe
- Wait for the blank command window to close and for Microsoft Store to reopen automatically
- Search for the app again
If the app still does not show as Pro, check these supported causes:
- the app may no longer be available in Microsoft Store
- the app may not be available in the current country or region
- the device may not be compatible
- the PC may need a restart after Windows updates
- the PC may not be authorized for Microsoft Store apps, so sign in with the Microsoft account used for the purchase

If Microsoft Store only shows a limited purchase history and the purchase cannot be found or restored through Order history or My Library, use Contact Support through Contact Microsoft Support.

References: