If there are problems sending a digital game to someone as a gift, for example, it won’t send, it hasn’t arrived, the person never got it, doesn’t want it, or they can’t use the code to redeem it. See the following for help.
The giver can’t send a game as a digital gift
There’s a gifting limit of two copies for any one title on sale.
There’s a total gifting limit of any 10 sale items in any 14-day period. The giver should try again after this period.
The game might be one that can’t be digitally gifted. The giver should check the product page. Digital products that can be sent as a gift include the Buy as gift option.
It’s not a downloadable product. Some games are still sold as a packaged item we ship to you. See if there’s a downloadable version game available in Microsoft Store. To send the packaged gift, add the recipient’s info as the shipping address in checkout.
The gift wasn’t delivered
If the game hasn’t been delivered after a few minutes, it still might be processing. If it hasn’t arrived after 12 hours, contact support.
The recipient never got the gift
Have the gift recipient to check the junk mail folder in their email app. If it isn’t there, the giver should do the following:
Select View gift code. If the code was redeemed, look for the name it was sent to.
If the code is still active, select View gift code and then Copy. Paste the gift code into the body of an email and send it to the recipient.
The gift email was deleted
If the recipient accidentally deleted the gift email, have them check the deleted items folder in their email app. If it’s not there, the giver can email the code by following the previous steps listed under The recipient never got the gift.
The recipient already has the game or doesn’t want it
The recipient can give the code to someone else to redeem. Or, they can contact the giver, who can return the item for a refund.* The recipient can’t return or exchange the gift code.
The recipient can’t redeem the code
The giver should see if the code has been redeemed by visiting the order history page at https://account.microsoft.com/billing/orders. Locate the item and then select View gift code to check the code status. If the code was redeemed and sent to the right recipient, contact support. If the code is still active, copy and paste the code into an email and then send it to the recipient.
If the recipient is a child or teen, the maturity level on their account might be blocking the download. They’ll need to ask a parent or guardian to change the settings on account.microsoft.com/family. If necessary, the giver can return the item for a refund.*
Givers and recipients must always be in the same country or region. The giver can return the game for a refund.*