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Request an Xbox digital product or subscription refund

Refund requests

If you’d like to request a refund for a purchase of digital content, answer a few questions and we’ll provide the correct form for you to fill out to submit your request. Be sure to sign in to and submit your request from the account you used to make the purchase. You’ll need to provide the order number for each item. Order numbers can be found by signing in to your Microsoft account.

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.

How to request a refund

  1. Sign in to the Xbox Refund Request Solution with your Microsoft account. Be sure to sign in from the account used to make the purchase. If you have multiple accounts, you can check the purchase history on each to find the charge and order number.
    Note If you don't know your Microsoft account email address or password, use the Lost Account Solution or the Lost Password Solution.
  2. You will be prompted to verify that you are signed in to the correct account and have the order number(s) for this purchase.
  3. Select the reason you are requesting the refund, then answer any additional questions that follow.
  4. If your purchase is eligible for a refund, you will either be directed to the appropriate self-serve resource, or provided with a link to the correct version of the refund request form to fill out.

How to complete the refund request form

  1. Enter the name of the product for which you’d like a refund.
  2. 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.
    Note This will not change the email address you use for sign-in.
  3. From the dropdown menu, select the reason for refund (Accidental purchase, Doesn’t work as expected, I didn’t make the purchase, Billing error).
  4. Provide additional information as required:
    • Accidental purchase: Select the appropriate description from the dropdown.
    • Doesn’t work as expected: Describe the issue and include any error codes you received, plus any troubleshooting steps you tried.
    • I didn’t make the purchase: Select who made the purchase from the dropdown menu. This will help us provide steps to protect your account from unauthorized purchases.
    • Billing error: Select the best description of the error from the dropdown.
  5. Provide the date of purchase and order number. If you have multiple requests on this account, list all order numbers and dates separated by a comma. To find the order number, you can check the purchase history.
  6. If there is additional information you would like to provide, use the open text box.

After you submit your refund request

You’ll receive a confirmation email and should get a response from the support team within 48 hours.

  • To cancel your refund request: Reply to the confirmation email requesting cancellation.
  • If you don’t hear back from the support team within 48 hours: Reply to the confirmation email requesting an update on the status of your request.
  • To track the status of your refund request: Check your Order history.

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