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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, fill in the fields on the form and we’ll review your request promptly. 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 complete the refund request form

  1. Sign in to the Request an Xbox refund page 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.
  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.
  1. From the dropdown menu, select the reason for refund (Bought by mistake, Doesn’t work as expected, I didn’t make the purchase, Other).
  2. Provide additional information as required:
    • Doesn’t work as expected: Describe the issue and include any error codes you received.
    • I didn’t make the purchase: Select who made the purchase from the dropdown menu: My child, Someone else’s child, Family or friend (adult), or Unknown.
    • Other: List the reason if not represented in the other options.
  3. 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.

After you submit the request, you’ll receive confirmation and follow-up emails that will include instructions on how to keep track of the status of your request.

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