bought games, but can't download them

Hi Xbox Support!

We bought Lego Batman 2 last week.  The payment cleared in my bank account with no problem, but the game would not download.  I called tech support per the instructions here.  After trying everything the tech could think of, he refunded me the money for the game and told me that it must be something wrong with the Batman 2 file on the Xbox Live end.  He advised me to go look for the game to purchase on disc.  

I just tried to buy My Shape: Fitness Evolved.  Again, Xbox has my money, but the game does not download.  The only message I get when I try to download it is "can't download".  I am able to buy movies, watch Netflix, and download free games/ demos.  What's going on?  Please help!

 

Question Info


Last updated July 4, 2018 Views 0 Applies to:

Is it possible your Xbox Live account region does not match your physical location? This will at times prevent the downloading of certain games.

Xbox Forums moderator. Xbox MVP. r/xboxinsiders moderator. Twitter: @13mxn

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I suppose that's possible :)  How do I check to see what region is associated with my Xbox Live account?

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Log in at https://commerce.microsoft.com and in the upper right it will show you the country your account is associated with - for instance, mine says "GB - personal account," indicating a UK account (GB = Great Britain).

If that is not the same as your physical location, you may want to consider an account migration to make them agree, but we can cover that later if need be.

For now just look there and report back. :-)

Xbox Forums moderator. Xbox MVP. r/xboxinsiders moderator. Twitter: @13mxn

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What model is your router?  I remember hearing a while back that a specific model of 2Wire router was literally incapable of downloading games on Demand.  Everything else worked, just GoD wouldn't work.

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I bought Alan Wake in May, 25. Today I deleted it cause of not having enough free hdd space. But I can't download this game again for free - I should pay over 19$ for this (region Russia). What to do? Buy it again? :(

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You should go to Settings/Account/Download History and find it in the list there, then press A to download again.

In future, please do not take over another thread with your own issue. Please make your own thread. It keeps things tidier and, more importantly for you, makes it easier for us to help you.

Xbox Forums moderator. Xbox MVP. r/xboxinsiders moderator. Twitter: @13mxn

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Thank you very much! I'm sorry, but I don't know how to start a new topic. I use my smartphone and I'm afraid it does not support this option. But for the next time I'll rember your notice. Thanks again.

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for those of you who keeps telling about mismatch in physical IP\account region - it was never an issue previousely. So why the funk it happens nowadays? Huh?

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and furthermore as a QA person and from the point of common sence i would like to notice: if it's not allowed to download some titles in certain regions - make everything to exclude them from everywhere or give appropriate user message about unavailability of the title. Stop charging money for what you cannot provide! Microsoft reputation is so critically damaged by now.

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