How to request a refund on the Xbox Store in 2025: steps and conditions

We explain how to request refunds for games, DLC or subscriptions on Xbox, and in which cases Microsoft approves them.

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We’ve all been there (or might be there in the future): you buy a digital game by mistake, it downloads incorrectly, or it simply wasn’t what you expected. Fortunately, Microsoft allows you to request refunds on the Xbox Store relatively easily, as long as certain conditions are met. However, not all cases are approved, and it’s a good idea to understand how the process works to avoid rejections.

In this updated guide for 2025, we’ll explain when you can request a refund on Xbox, which products are eligible, and how to make the request step by step, whether you’re playing on Xbox Series, PC, or in the cloud with Game Pass.

What purchases can be refunded on Xbox?

Microsoft allows you to request a refund for digital products such as:

• Digital games

• DLC and additional content

• Season passes

• Mistaken purchases (e.g., if you bought it on the wrong account)

• Active subscriptions (like Game Pass, if you haven’t used it yet)

You can’t refund virtual currency (like V-Bucks or COD Points, FIFA Points), redeemed gifts, consumed purchases (even if you didn’t like them), or games bought more than 14 days ago.

Xbox’s official policy establishes two main criteria:

1. The purchase must have been made less than 14 days ago

2. You must have played the content for less than 2 hours

In some cases, Microsoft may be flexible (e.g., if there are technical issues or the download is corrupted), but it’s not guaranteed.

How to request a refund step by step

The process for requesting a digital refund on the Xbox Store is as follows:

1. Go to Microsoft’s purchase history site: https://account.microsoft.com/billing/orders

2. Log in with the account that made the purchase.

3. Find the game or content you want to return and click on “Request a refund” (if the option is visible).

4. Complete the form, choosing the most suitable reason (error, issues, dissatisfaction…).

5. Submit the request. You’ll receive a confirmation email and a response within an estimated 24 to 72 hours.

You can also check the status of your request on the same page.

Frequently asked questions and recommendations

• Can I request a Game Pass refund?
  Yes, but only if you haven’t used it. If you played for even a few minutes, it’s likely you won’t get a refund. For recurring subscriptions, you can cancel automatic payments at any time.

• What if I bought something by mistake on the wrong account?
  Microsoft usually approves these types of requests if you haven’t used the content.

• Can I request a refund from the console?
  No. The process is done exclusively through a web browser, on Microsoft’s official site.

• How many times can I request refunds?
  There’s no fixed limit, but if abuse is detected (frequent refunds), they might restrict this option for you.

Our advice

Always review your purchases carefully before confirming, especially if you have multiple accounts active on the console. And if you’ve made a mistake, don’t delete the content or keep playing, as that could prevent a refund.

At Generación Xbox, we’ll keep you informed about changes in Xbox policies and other useful tips to get the most out of your account.