Request an Xbox digital product refund

Refund requests

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.

On this page

How to request a refund

  1. Check to see if your purchase is listed under Purchases that may qualify for a refund. Be sure to sign in from the account used to make the purchase.

    Note If you don't know your Microsoft account email address or password, use the Lost Account Solution or the Lost Password Solution.

  2. If you see your purchase listed, select that order number and click Request refund at the bottom of the list.

Note If you don’t have an Xbox account, you will need to contact your financial institution for a refund.

How to complete the refund request form

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:

  • Accidental purchase

    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:

    • You purchased the incorrect item.
    • You purchased the incorrect version of the item.
    • You accidentally purchased content that you already own.
    • You purchased the item through the wrong account.
  • Purchased content doesn’t work

    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.

  • I didn’t make this purchase

    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 error

    “Billing errors” can include any of the following:

    • You are seeing duplicate charges for the same item.
    • You were charged the incorrect amount for a purchase.
    • The incorrect tax was applied to a purchase.

Additional information

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.

After you submit your refund request

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.

  • If you don’t hear back from the support team within 72 hours: Reply to the confirmation email requesting an update on the status of your request.

    Note Be sure to check your email account’s junk folder or spam filter if you haven’t received a decision email.

  • To track the status of your refund request: Check your Order history.
  • If you have a question once your request is processed, reply to the decision email.

    Note We will respond if we have additional information to provide.

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