Have you made a purchase to your account but have not received your items? Please follow these instructions:

  1. Confirm that you’re logged into the correct account;
  2. Log out and back into the account;
  3. Verify that the proper funds are available on your account;
  4. Check your bank statement for pending charges;
  5. If you still have not yet received the items from your purchase, please contact Microsoft Xbox Customer Support for assistance.

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All other issues associated with your Xbox account (Xbox membership, refund, etc.) must also go through the Microsoft Xbox Customer Support team:

While we wish we could provide you with a refund, unfortunately, we cannot, because all payments are cleared through the Microsoft Store and can only be processed by Microsoft. Only in case the payment was cleared by MY.GAMES can we influence the situation.