Owned Game doesn't show up in Microsoft Store

Question

Owned Game doesn't show up in Microsoft Store

JOSH 0

I purchased Halo Wars 2: Definitive Edition from the Microsoft Store over 7 years ago (so can't see it in purchase history). I had some computer problems and now the game has been corrupted and won't open. I've been trying to reinstall it or get in contact with support but neither have worked. When I log into my account in Microsoft Store it doesn't show as owned or show up in my library even though a different game I purchased at the same time that still works does. I was playing this game up until a few weeks ago and went to go play it again when I discovered this problem.

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2 answers

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Answer 1

Alex-L 13,280 Microsoft External Staff Moderator

Hi JOSH

Thanks for posting in the Microsoft Q&A Forum!

I’m really sorry you’re dealing with this, it’s frustrating to lose access to a game you know you bought and were just playing recently. Hopefully this helps point you in the right direction.

A few things you can try:

Reset the Microsoft Store cache:

Press Windows Key + R
Type wsreset.exe and hit Enter. The Store will reopen automatically afterward.

Double‑check which Microsoft account is signed in

This issue often happens when the Store is logged into a different account than the one originally used to purchase the game. Sign out → try any old emails you might’ve used years ago → check the Library again.

Check your purchase history on the web

Even if the Store app doesn’t show it, the online order history sometimes does: https://account.microsoft.com/billing/orders

Try installing from the Halo Wars 2 store page directly

If the license is recognized, it’ll show Install instead of Buy

If none of that works, contact Microsoft Support

At this point, the issue is almost certainly a missing or corrupted entitlement on Microsoft’s end. Support can manually look up old purchases, even 7+ years old, even if they no longer appear in your history.
Go to: https://support.microsoft.com/contactus
Select Microsoft Store & Billing, explain the issue, and ask them to verify your entitlements for Halo Wars 2: Definitive Edition.

Hope this helps. Feel free to update here if there's any progress

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Alex-L 13,280 Reputation points Microsoft External Staff Moderator

2026-01-12T15:04:52.6333333+00:00

Hi JOSH

I wanted to follow up to see if you’ve looked at my response. Let me know if you have any questions.
JOSH 0 Reputation points

2026-01-24T21:55:02.84+00:00

None of that fixed the problem and going through support only gives me the "community support" option which is useless. Is it that hard to be able to contact a real customer support agent? This is ridiculous.In regards to point 4 specifically I've tried going to the store page and redownload but it doesn't recognize that I own the game; the only option it gives me is to purchase it again.
Alex-L 13,280 Reputation points Microsoft External Staff Moderator

2026-01-26T14:53:11.51+00:00
Hi JOSH

Thanks for the follow-up!

I'm sorry to hear that you're still stuck with this issue and have been having trouble connecting to a live Microsoft Support agent. You can try these:

Go to: https://support.microsoft.com/contactus

Under “Contact Support,” select Microsoft Store & Billing

Choose “Purchases, subscriptions, billing & downloads”

When it asks what product you need help with, select “Microsoft apps & games”

Click “Chat with a Microsoft agent”

Hope this will do! I'll be here if you need anything.

Answer 2

rahul rudra 0

Hello Microsoft Support,

I purchased Grand Theft Auto IV on October 17, 2026, for ₹392. My order number is 4679782573, and the order status shows “Completed.”

However, the game is not appearing in my Xbox One S library, even though I am signed in with the same Microsoft account that I used to purchase it.

Please check my purchase and help me access and download the game on my Xbox One S. I have the order confirmation screenshot as proof of purchase.

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