Services: TV, Music and Video
If you’d like to request a refund for a purchase of digital content, be sure to sign in to and submit your request from the account you used to make the purchase.
We will help you identify the order number for your purchase and then provide the form for you to fill out to submit your request.
Note Refund requests can only be made through the form. Our dedicated team is ready to assist you.
For physical Xbox products (such as disc games and controllers) and other Microsoft products, see Returning items you bought from Microsoft for exchange or refund.
Note If you don’t have an Xbox account, please request a call from Xbox Support so we can remove your payment instrument to prevent any further charges. You will need to contact your financial institution for a refund.
Title and order number
Enter the name of the product for which you’d like a refund, as well as the order number for this purchase. If this information was automatically filled in, check to be sure the product title and order number are correct.
For multiple refund requests on a single account, the titles and order numbers should be separated by a comma without a space.
Reason for requesting a refund
From the dropdown menu, select your reason for requesting a refund. It is important that you choose the correct reason for needing a refund when you fill out the request form. You will have the opportunity to add additional details about your request after selecting the reason. Read the following carefully before you make your selection:
This category only applies to purchases made by you. If someone other than you made the purchase, select I didn’t make this purchase instead. “Accidental purchases” can include any of the following:
If the content you purchased isn’t working correctly, try troubleshooting the problem before you submit your request for a refund. You will be asked to list the troubleshooting steps you tried on the refund request form.
This category covers purchases made by someone else using your payment information (either on your account or their own).
If you DON’T have access to the account that made this purchase, please request a call from Xbox Support so we can remove this payment instrument from your account to prevent any further unauthorised charges. You will need to contact your financial institution for a refund.
If you DO have access to the account that made this purchase, see the article Prevent unauthorised purchases on Xbox One for tips on how to keep your account secure and prevent unwanted purchases in the future. To help us better protect your account, we’ll need you to tell us whether the person who made the purchase was your child, another child, an adult in your family, or a friend or other known adult.
You can provide additional details about who made this purchase, and whether the purchase was made on your account or theirs, when you fill out the refund request.
“Billing errors” can include any of the following:
Depending on which reason your select, you may be asked to provide additional info about your purchase. Fill in all required fields before you submit your request.
There is also an open text box at the bottom of the form that you can use to provide any additional information about your request for a refund.
Name and email address
Your name and the email address associated with your account will be auto-filled after you sign in. If you have a preferred contact email address, it can be updated on the form. (Updating this info on the form will not change the email address you use for sign-in.)
When you have finished providing all the required information, click Submit.
You’ll receive a confirmation email and should get a response from the support team within 72 hours.
Important! Do not fill out the refund request form again once you have submitted your request.
If you need to cancel your refund request, get the status of your request, or provide additional information during the process, reply to the confirmation email or the last email you received regarding your refund request. Our dedicated team is ready to assist you, and replying via email is the fastest way to contact them.
Note Be sure to check your email account’s junk folder or spam filter if you haven’t received a decision email.
Note We will respond if we have additional information to provide.
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