
Have you ever browsed your library of Xbox games and found that something appears to be missing for no reason? There might be a legitimate cause for it, as highlighted by one eagle-eyed Xbox user over on Reddit this week.
The user, known as UpstairsNo9249, advised that Microsoft appears to be doing compliance checking on the Xbox Store at the moment, and when something is deemed to fail, the game's Xbox Store page gets hidden from view. Unfortunately, when that happens, it also means that the game stops showing up - even if you've bought it.
A few titles are brought up in the conversation - the likes of Black & White Bushido and Shovel Knight: Treasure Trove that have both apparently suffered from this recently (although the latter now appears to have been rectified).
Here's a look at the thread that started this whole discussion off (hit the "Read more" button!):
The good news about this situation is that it can seemingly be fixed very easily. If the teams behind these games get notified of the issue, it gets rectified before long, but obviously there might be a few that aren't aware of it.
According to the OP, they've clarified with a couple of devs that the issue seems to be on Microsoft's end:
"This is a case of Microsoft doing maintenance and screwing up people's libraries by accident. Someone working there isn't following procedure and doesn't realize what they are doing. I've confirmed this with 2 of the dev teams of the games affected. About an hour or two after this post, they fixed Shovel Knight, and now it's back on the store and back in owners' libraries. These aren't intentional. With the exception of the One Step After Fall games, though owners still retain the ability to even play those provided they never deleted them."
This Redditor may not have all the facts, but they've raised an interesting topic that's already attracted a lot of discussion on the site. Microsoft has yet to provide any kind of official response, but we'll let you know if we get one.
We're also keen to know if you've come across anything along these lines on Xbox before. Have you been having similar problems with the same games? Let us know down in the comments section below.
Comments 47
Yesterday I contacted support about the Horrizon 4 offer. They asked for the order number of the expansion pass, I found it sent it and they said it didn't exist.
Spent an hour telling them I could see it on my orders, gave them the date it was ordered the billing address and last 4 digits of the card that used it, took screen shots of it but nope.
"Doesn't exist" and they refused to do anything.
100% this is happening. Few years ago I was looking for the telltale guardians of the galaxy game which I owned digitally. Wasn't on the store or in my library. I contacted Microsoft about this and they just said it had been removed from the store and there's nothing they can do about it. It did go back on a few months later though.
The only thing that went missing in my library was Scott Pilgrim Vs The World on the 360, mainly because it was rereleased
Thankfully i haven’t been stung by this but my Resident Evil 3 usually doesn’t show up on the phone app or in the store but appears in my console library. 🤷
Game preservation indeed. I'm not sure how effective this will be but when I eventually 'retire' my Series X and it's game library, I'll ensure it's disconnected from the Internet in the hope that nothing disappears!
It happens quite often. Shutting down my Xbox with an X amount of games and the next day starting up with a couple of games more or less in the library. In the end I’ve never missed anything that I wanted to start but there are definitely games dis- and re-appearing from the games list. Maybe just the older ones. Because it is a back and forth thing I’ve never went after it and with a certain amount of games installed it is very difficult to go through that list to find out what is missing.
Forza MotorSport 6 Apex disappeared from my library shortly after it was delisted. I contacted them with the order details and the game data (achievements, playtime, etc) but they said they “couldn’t find it” and I “never owned it”.
I know that was a free game but still… what a crap system.
Yes, it's true...as there is no dedicated option or screen to access and redownload all our purchases made over the years as many digital game purchases are not even showing up under the Microsoft account.
Everything from the Xbox 360 and Xbox One is a shot in the dark to find especially if those prior purchases have a newer remaster or remake for Series X/S in which you might not find the older title even using the search button.
Same goes with purchases made with the PS3 and PS4...but let's not speak of the devil.
You will own nothing and be happy 😉
I have not had any games go missing but I have noticed that frequently the Xbox store needs to run a update to the Xbox store. I only noticed this because I tend to have a slower connection and the Xbox store update frequently get stuck updating. I also see that once you "buy" a game it might take a few minutes to show as owned. The only game that ever just disappeared was a game called contract? which was a contra clone.
I have noticed games with the same name disappearing and only 1 version showing in my library eg Prey (360 & XB1) and Doom 3 (360 disc & XB1); they usually reappear after powering down the console
The only one I am aware I have lost is FIFA 15 (XB1) after it was delisted it disappeared from my library & even though it was installed on my console it would not start as I no longer had the rights to it - according to MS support, everybodys rights had been revoked (!!)
Usually if you go to the installed game tab & look at the metadata info, it will usually show an acquisition date for it, if you bought it. If its a disc install I don't think there is a date shown.
In my case with FIFA15 the acquisition date was missing.
I suspect that in the early days of XB1 there was a learning curve in how the digital rights to games were established and recorded on your account.
I suspect that if FIFA15 had an acquisition date or support could access & amend that data, then my rights would be re-instated
The whole world has got or nearly getting to computer saturation point, when involving data and complexity and a logarithmic etc.
It’s all there all the data, storages devices programmes etc and one little thing causes a chain of events sometimes.
One day it will all come crashing down very badly on us all.
And that’s not even including hackers, fraud etc etc.
Never happened to me... I think. I have +700 games so I wouldn't notice it immediately.
Had it happen when changing regions but that's because some games weren't available there.
This is why I keep a list of my game purchases, wishlists, and owned DLC for Game Pass games on Deku Deals.
@Altaria_97 @abe_hikura I generally find if you keep persisting you will eventually get through to someone who can help, or they decide it would be easier to just give you what you want. But is that palaver worth your time? Good luck.
@abe_hikura - that sounds poor. Presumably if you can demonstrate that you’ve earned an achievement (against your gamertag) for either or both of the expansions it MUST prove you’ve previously paid for them?
@abe_hikura Sue them and call your bank to remove the charge.
@Major_Player You can see all of your purchase history on your Microsoft account.
@ChopperCampbell Me too. I have a very extensive and detailed Excel sheet that keeps track of all my physical and digital games.
Yet another reason I prefer physical media, where possible, and on devices where the data is actually on-disc and not just an online key. The classic Charleton Heston line doesn’t pack the same punch in today’s cyber age; “I’ll give you this digital data when you pry it from my cold, dead hands.”
@Feffster That doesn't work. I had a Sherlock Holmes game disappear that I got free with Games with Gold. I called them and they said I never owned it or never claimed it. I had play time on it with an achievement and they said I could have the disc or been on someone else's account. I found out the reason that it disappeared is because they came out with the Redux version. It doesn't make sense why both can't exist together, but I figured it out when the original version was delisted. I stopped buying digital games on Xbox and have only been buying them on PC. I buy them mostly on GOG because they are DRM free and they provide the installation files for download as well, so I can make a physical copy of the game or just back it up. I know how to backup my digital games on the other stores as well, so that's what I've been doing. Until that bull$h!t stops with the Xbox I'm not giving them anymore of my money.
@Feffster they suggested I played it via gameshare or on another account. Despite me looking at it in my order page.
@Altaria_97 nice to know this is some BS they play and it's not just me.
Welcome to the, fantastic, great, fabulous awesome, totally rad, coolest thing ever, all digital format, that many have warned is very, very, bad idea. But...no one had listened. These situations will be many and more and different issues we have not even seen yet.
Just wait. Mark my words. When this all digital format is beyond point of return, many will see the error of their thoughts and wishes. They will want physical media back and forever regret did not heed the numerous warnings. Only it will be too late.
@ZYDIO:
You are wrong , I have looked, there's stuff missing there, especially DLC from the Xbox 360 era.
This is exactly what people are complaining about, the fact that some stuff are randomly disappearing.
I remember a game I purchased on XBLA way back in 2011, and it was called Burnout CRASH!. That disappeared... 😒
100% agree.
I've some Xbox 360 games that don't show up on Series X like Simpsons arcade, Transformers WFC, F1 2014, Street Fighter 3,
Even on PC I have games that come and go. Injustice 2 & Tomb Raider recent trilogy appear/disappear when they please. I also hate updates on PC as I need to re-download the entire game. Only on Microsoft 😂
@Major_Player That's why I keep all of the emails for all of the purchases as well. I've already spoken with my attorney about this situation and he says these companies that are doing this are about to get sued and it's about to be one of the biggest lawsuits of all time. He says legally they cannot deny you access to your content that you have paid for no matter what it says in their terms of service, because when you bought it it said purchase or buy. You are purchasing a license with unlimited access. If it said rent or borrow or if in the terms of sale it had a date in which your access would end that would be a different story. Basically, he said if they deny you access to your content or remove it from your library, it is theft unless they reimburse you the purchase price and technically it's still theft unless they have your permission. If they do that with any content that I have paid for, I have it handled. He says most likely he will send them a letter and they will send him a check and keep it quiet. If everyone did this they would probably stop doing it in the first place, because it's going to cost them the purchase price of the content and the attorney fee. There needs to be legislation put in place to correct the situation.
@MaseSco those are probably not showing up because they're not backwards compatible. Get an actual Xbox 360 and see if you can download them on that.
@abe_hikura I had a similar issue with their customer service years ago. I bought the Dead Rising 2 Case Zero and Dead Rising 2 Case West. Played them briefly but not fully. I tried to download them a few years later and it just seemed like I’d never bought them. Contacted customer service and after 30 minutes they just said there was nothing they could do and insisted I didn’t own them, even though I’d played them both and had achievements.
@SoulChimera I'm not sure if it's reassuring that so many seem to have the same issue with them but at least isn't not just me.
@ZYDIO : I really hope Sony and Microsoft get sued for this as it's completely illegal for them not to make these purchases easily accessible on the devices are meant to be used on....this is as illegal as not providing an accessable option to cancel subscriptions.
Removed - off-topic
@Major_Player And what about all of the other digital stores that have closed and took your purchases with it, like the Wii, the DS and the Wii U. Didn't they do that with the PlayStation 3 but backtracked on it or something?
I have encountered this issue a couple of times. It's been a while though.
Happened to me too. I bought Halo MCC ages ago (on disc) and bought Halo 3odst and Halo Reach to complete the collection. H3 odst is still there but Reach has vanished, been like that for over a year
@ZYDIO : To get purchases out of the PS3 , PSVita, and PS4 servers are as bad as the Xbox 360...it's convoluted and incredibly difficulty as many digital items no longer have their unique name to set them apart from the actual Games, or their DLC counterparts....so you no longer know what you are seeing on screen.
@Major_Player That was the one I forgot, the PS Vita. I haven't had a PlayStation product in a while but I do remember it being a mess trying to find my downloads. It's like they do it on purpose. There's no reason it should be so difficult and disorganized to download your purchases. I 100% guarantee you isn't that way on their side.
I think I we should all file a class action lawsuit, not to really get any money out of it, but to get our purchases back at least and to bring awareness so everyone else can participate and maybe they'll stop doing this. Power in numbers. People and companies seem to forget that we are the ones that control things. A company only exists to sell us what we want and if they're not selling us what we want, they have no reason to exist.
I think it's a complex problem, MS is largely to blame but think that there is just as many issues about publishers pulling the rights from the Xbox stores and MS has to go through and pull the game from purchase. I think another problem is developers have published games on the Xbox store and have abandoned them and MS is stuck with games they don't have full rights to. I think MS should include clauses in publishers contracts that the publishers doesn't update and game after a very long time, 4-5 years MS gains the rights to the games so long as the original publisher doesn't claim the rights. Agreements should also include the rights to retain all previously licensed games in perpetuity, so the publishers and demand the older games get removed from licensing libraries. The problems could also be as simple as a junior engineer get assigned to fix a problem with a particular game page and possibly someone get lazy or can't find any other solution and simply removes the back end store page so they can mark the problem as "solved".
@ZYDIO I can't speak for the DSi as I never bought anything digital with one, but you can still redownload anything purchased on the Wii, Wii U, & 3DS. A few years ago I connected my Wii to the internet for the first time since maybe 2010 and redownloaded a few demos and misc. things just because I had the space. They still give you access to the storefronts, but it limits you more or less to the Purchase History for redownloading. Although Nintendo is the only company so far I've had take away the ability to redownload a game I bought, that being DKC Tropical Freeze. Still not too happy about that.
I'm missing two games. One was an anti grav racer I bought about 18 months ago. It's completely disappeared.
Is Xbox run out of Phil Spencer’s garage nowadays? This is such a rookie error. You just don’t hear this kind of thing happening on Steam. They need to iron this nonsense out ASAP because accessing purchased games is absolute critical base level functionality.
@abe_hikura Not sure if you're in the US, but if you are, you should open a ticket with the BBB. People like to make fun of them, but I've gotten results multiple times.
@shoeses Why did they take away your ability to redownload?
@Lanmanna Because they really wanted people to buy it on Switch. It is the only game I have never been allowed to redownload on any Platform.
@shoeses Oh okay, I thought when they shut down those stores they took away the ability to redownload your purchases. I read that in multiple places, so maybe they backtracked like Sony did.
Leave A Comment
Hold on there, you need to login to post a comment...