Troubleshooting downloadable content on Windows 10

If you're having trouble playing or using downloaded Xbox Live content that you previously accessed on your Windows 10 device, there are several possible causes:

  • There might be a temporary problem with the Xbox Live service.
  • You're not signed in to Xbox Live, or there's a problem with your Xbox Live connection.
  • You're trying to download content that's associated with another account or device.

To fix this problem, try the solutions on this page. If a solution doesn't work, go to the next one.

Solutions

Solution 1: Check for Xbox Live service alerts

Check for service alerts at Xbox Live status, or see if there's an alert at the top of this page. If there are any current service alerts, wait a while and then try again.

Solution 2: Verify that the content is associated with the account you're currently using

Make sure that you're signed in with the account that you used to purchase the content. The problem might occur because you purchased the item with a different account.

To confirm you purchased the content with the account that you're currently using, check your Xbox Live subscription and transaction history.

If the content isn't listed in the purchase history of your account, you might have purchased the item with a different account. Try signing in to your Windows 10 device with a different Microsoft account.

Solution 3: Confirm that the content is in your purchase history at account.microsoft.com and at Xbox.com

To sign in at account.microsoft.com or at Xbox.com, you'll need to use the Microsoft account associated with the gamertag that you used when you purchased the content.

When looking for the content at Xbox.com, remember that not all purchased items load when you first navigate to the page. To find specific content, press Ctrl+F and enter a keyword (such as a word in the content title).

If your purchase is listed at either of those sites but is not listed in the billing or purchase history for your Xbox Live account, contact Xbox Support.

Solution 4: Check the online location where you bought the content

If the content is listed at the online location as available to buy, your purchase may not have been completed. Again, try to purchase the content.

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