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
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.
Select View gift code. If the code was redeemed, check 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 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 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).