Classic jigsaw missing 2 collections

Question

Classic jigsaw missing 2 collections

Alan Beck 0

I have downloaded cheese lovers and Fiji islands, started the 2 games.

I have not used classic jigsaw for a while, but when I opened it yesterday, first I was asked if I wanted to renew my subscriptions, which I did.

The puzzle, cheese lovers, which I had started has disappeared from the downloadable collections and in my collection it is blacked out.

Likewise, for the Fiji Islands collection, it has disappeared from downloadable collections and black in my collection.

I have restarted Classic Jigsaw several times, to no avail, seems they are lost to me, and perhaps others.

Alan Beck

0 comments

2 answers

Your answer

Answer 1

Alan Beck 0

Thank you for your response Kai-H, the suggestions you make, I have tried those. The mystery is that the are missing from the whole downloadable collection, as well as opening on my PC. When selected on my collection, cheese lovers and Fiji Islands they are black.

The account checks are synced and valid. it is an oddity.

Kai-H 28,235 Reputation points Microsoft External Staff Moderator

2026-09-30T06:49:14.0333333+00:00

Hi, Alan Beck

If Cheese Lovers and Fiji Islands are missing from the downloadable catalog as well as blacked out in My Collection, repeating the account, update, and repair steps you’ve already tried isn’t useful. I can’t confirm from here whether those collections were removed or whether this is a catalog issue.

The best next step is to submit it through Contact support in the Microsoft Casual Games Help Center, which accepts in-game issues. Please include both collection names, screenshots of the black tiles and the downloadable catalog, and the fact that you started both puzzles before renewing. Ask the team to check whether the collections are still available and whether access to your in-progress puzzles can be restored. I would avoid resetting or reinstalling Jigsaw while that’s being investigated.

I’ve kept the cause open rather than calling it a confirmed outage or removal.
Alan Beck 0 Reputation points

2026-09-30T07:27:40.32+00:00

Thank you Kai-H

I will proceed down your suggested path.

Many thanks for your input
Alan Beck 0 Reputation points

2026-10-01T01:00:42.11+00:00

Well Microsoft has updated my X-Box account, after a painful search, to no avail.

Cheese lovers and Fiji Islands are still missing in my collection and also the downloadable collection.

AI seemed to have a list of solutions which seemed to be repetitive.
Kai-H 28,235 Reputation points Microsoft External Staff Moderator

2026-10-01T07:35:49.4333333+00:00

Hi, Alan Beck

That sounds frustrating, especially after the effort of getting the Xbox account updated. If you already have a Microsoft Casual Games support case, I’d reply to that case with this specific distinction and ask for a direct answer about the availability of both collections and your started puzzles. I wouldn’t reset or reinstall Jigsaw while those puzzles are in progress. The Casual Games Help Center accepts reports of in-game issues.

Answer 2

Hi, Alan Beck

Since both disappeared after the renewal, I’d check whether Jigsaw is recognizing your account and syncing your collections before assuming the puzzles are gone.

Here are some suggestions you can try:

Make sure your PC is connected to the internet. In Jigsaw, check the profile picture or Sign in option at the top right and confirm you’re using the same Microsoft account you used when you downloaded the collections. You don’t need an Xbox console to sign in.

Open Microsoft Store > Library and check for a Jigsaw update. Then use Start > Power > Restart and check the collections again.

If they’re still blacked out, go to Settings > Apps > Apps & features > Microsoft Jigsaw > Advanced options > Repair. Please don’t select Reset or uninstall the game yet, since you have puzzles in progress.