Troubleshooting downloadable content on Windows 10

If you're having trouble finding 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.

Solutions

To resolve this issue, try the following solutions.

Solution 1: Check for Xbox Live service alerts

If you see any alerts here, wait until the service is up and running and try again:

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2019-09-18T10:11:35.2583604+00:00

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

Make sure 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 you're currently using, check your Xbox purchase 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: Check if your content appears within the game

The content for some games appears within the game itself, so you may not see the option to manage it separately on your Windows 10 device, or in Microsoft Store.

Launch the game and look for add-on items or downloadable content while in the game itself. If you see that it’s available, you can use it within the game.

If you see that the content is not available, try selecting the option to purchase it. This may show that the item is available at no charge, as you already own it.

If you don’t see the content available, do not continue with the purchase as this may result in an additional charge to your account. Follow the steps below to check that the purchase appears in your purchase history.

Solution 4: Confirm that the content is in your order history at account.microsoft.com

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

If your purchase is listed under Order history but is not listed in the billing or purchase history for your Xbox account, contact Xbox Support.

Solution 5: 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. Try again to purchase the content.

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