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Help with giving digital games as gifts

If you have problems sending a digital game to someone as a gift—for example, it won’t send, the person never got it, or they can’t use the code to redeem it—see the following for solutions.

Note Virtual currency, such as Fortnite Vbucks and FIFA Points, is not available as a gift item.

You can’t send a game as a digital gift

Possible reasons:

  • 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. Try again after this period ends.
  • The game might be one that can’t be digitally gifted. 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 of the game available in the Microsoft Store. To send the packaged gift, use the recipient’s shipping address at checkout.

The gift wasn’t delivered

If the game hasn’t been delivered promptly, it might still be processing. If it hasn’t arrived after 12 hours, contact Microsoft Store support.

The recipient never got the gift

Have the gift recipient check their email junk folder. If the gift isn’t there, do the following:

  1. Go to account.microsoft.com/billing/orders and look for the item.
  2. Select View gift code. If the code was redeemed, check the name it was sent to.
  3. 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 in 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 ask you to return the item for a refund. The recipient can’t return or exchange the gift code.

The recipient can’t redeem the code

  • See if the code has been redeemed by visiting the order history page at account.microsoft.com/billing/orders. Locate the item and then select View gift code to check the code status. If the code is still active, copy and paste it 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 other adult to change the settings at account.microsoft.com/family. If necessary, you can return the item for a refund.
  • If the recipient receives the following error message: “Contact the seller to get a code that works in your region. The code was purchased in a different region and cannot be redeemed”—this means that givers and recipients must always be in the same country or region. If not, you can return the game for a refund.

Important You must request a refund for an unredeemed code within 14 days of making the purchase. If the code has been redeemed, we’re unable to process a refund, even if it’s within 14 days of purchase. For more info, see Microsoft Gift Terms and Conditions (digital goods).

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