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Support for Missing Xbox Purchase​

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SecndChance NoO #1 Posted 08 March 2016 - 05:30 PM


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If you have made a purchase in-game or from the XBox dashboard and have yet to get your purchase, please use the information below to help you with your purchase.


Please understand we do not have access to your personal account information as Microsoft strictly controls it over Xbox Live.
If XBL is experiencing any core issue, this can cause purchases made to experience failed attempts after the purchase was completed on the player's side.This will result in the purchase showing a charge was made and you will still receive a receipt from Microsoft/Bank/Credit Card. You will not be notified if a refund was applied to your account.

You can check to see if this is the case by simply verifying your Billing History on Microsoft's Commerce site.
To acquire this, please go to the following site: https://commerce.microsoft.com/

  • Sign into your account. (You may be asked to "Help us protect your account" if you have not done so before) 
  • Continue to the next page. (This will bring you to the “Microsoft Account” page)
  • Select the “Review your purchases” category bottom middle of the screen (This is the page that will help to verify your purchase)


Purchase that were successfully made will only show once.

Purchases that failed after they were made will be listed twice with the refund showing the same charged price as a refund: this will be shown with a ($##.##) or -$##.## as verified by Microsoft Billing teams.


If your purchase did fail, a refund has been automatically made to your account by Microsoft. This refund will be reflected on your next banking/credit card statement. Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.Please understand this refund will not show on your Microsoft receipt or online bank statement.


If the purchase you have made does not show that a refund was made on this Commerce site, please submit a Support Ticket with information found on this site to us so we can get you your gold. We will use this information to contact our Partners at Microsoft's Billing Department to verify your purchase and credit you the missing purchase.


Please submit a Support ticket from this link and provided us with this information to speed things up if you have yet to contact us or add to your current ticket.


While we are here to help you with this purchase, we will need very specific information from you on this purchase. The information must be given to resolve this matter for you.

Please cut and paste your response with the information here:           
  •    What did you purchase?               
        ( Tank Bundle Name, Gold Amount,)                          
  •    Where was this bought?             
        (In-Game Store, XBox Dashboard Store or Online Store).                        
  •    What payment type was used to make this purchase?                
        (Credited Card, Pay Pall, XBL Gift Card. please DO NOT give us your credit card number)   
  •    When was this purchase made?        
        (Include Time Zone you are in)                        
  •    The amount paid for this purchase before taxes?                   
  •    What XBox were you using for this purchase? XBox One or Xbox 360?            
  •    Are you part of the Xbox Live Preview Program?   


******Due to changes made within Microsoft's Billing Department, our turn around time for confirming all purchase will take up to 3 days if a ticket is submitted on Friday. (Microsoft billing teams do not work weekends, while we here in Wargaming support are now fully staffed 24 hours a day, 7 days a week******




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