Hello gamers!
As always, we continue to prepare for the build-up of games launching over the next few months. We understand that, at times, things can go wrong, and we want you to know that we're working to resolve frustrating experiences reported to us by the members of our Xbox community. Keep an eye on this list for updates to existing issues, along with any new problems that may come up as new games are released.
Additionally, please make sure to check out Xbox Support for a wealth of information that may assist you in resolving your issue.
Club Hub
Console
I'm getting a "Something went wrong" error when trying to access the Club Hub or achievements for a game
Users in some regions may encounter errors when attempting to use the Club Hub or achievements for games. We appreciate your patience while we continue to investigate this issue.
All Games
How do I keep my console updated?
We highly recommend that you always have the most up-to-date version of software installed onto your Xbox. The best way to do this is to enroll your console into automatic updates. To make sure your console is set to update automatically:
Press the Xbox button to open the guide.
Select Profile & system > Settings > System > Updates.
Under Updates, select Keep my console up to date to update your console automatically and Keep my games & apps up to date to update games and apps automatically.
You can also get an update at any time by following these steps:
Make sure that your console is connected to the internet, and then press the Xbox button to open the guide.
Select Profile & system> Settings > System > Updates.
Under Updates, you’ll see:
Console update available. Select this to begin your update, or
No console update available. This means your console is up to date.
To learn more about Xbox console updates, go here.
To see the history of Xbox updates and what each update includes, go here.
If you would like to keep your console updated but do not have an Internet connection available, check out our article on performing an offline system update.
When will I be billed for my pre-order?
If you used account credit to pre-order your game, your balance will be taken immediately. If you used a credit card or split your payment between credit card and account balance, you’ll only be charged around 10 days before the game launches.
If your account balance is lower than the amount you authorized for pre-order billing, the remainder will be taken from your credit card. You’ll receive an email to your billing account confirming that the remaining card payment was collected successfully, and the game will be available for you to play on the day it launches.
You can find out more about pre-orders here: Pre-order Xbox digital games in the Microsoft Store | Xbox Support
My pre-order isn't showing up, wasn't completed, or was cancelled
Sign-in to your account at Microsoft Account | Manage Your Payments and make sure that all of your payment methods are up to date.
If you received a message saying that your pre-order was cancelled, or if you have any other questions regarding your pre-order, review our support article here: Pre-order Xbox digital games in the Microsoft Store | Xbox Support
Many games have both an Xbox One and an Xbox Series X|S version available for purchase. Check that you purchased the version of the game that matches your gaming system here: Microsoft Account | Order History, or if you purchased a version or bundle which includes both the Xbox One and Xbox Series X|S versions of the game.
My console did something unexpected while I was playing or launching a game
If you experience unexpected console behavior such as a freeze, a crash to the Xbox home screen, or your console powering off when trying to play or launch a game, or any other issue - please report the issue when your console resumes again through the Report a Problem app. If you do not already have the Report a Problem app installed to your console, please download it from the Microsoft Store. For instructions on how to report a new problem or questions about the Report a Problem application, please read the following support article: https://support.xbox.com/help/account-profile/manage-account/xbox-insider-hub-report-a-problem.
All Other Games
If you have questions about how to find support for all other games, refer to our forum article here
Additional Resources
This page is also available in multiple languages:
Please visit our article for the complete list of supported languages and links to the localized Forums.