Introduction
If you are having trouble purchasing an item on the marketplace or accessing something you previously bought, the most common cause is an account mismatch. This guide explains what to check and where to report payment errors.
Check the account used for purchase
Make sure the account you are using now is the same account that was used to make the purchase. Marketplace access is tied to the original account, so a different account will not show the item as owned.
If the accounts are different
If the purchase was made on a different account, you have two options:
- Merge the accounts if that option is available on the marketplace.
- Contact the marketplace team for help restoring access to the purchased item.
Payment errors
If the issue is related to a payment error rather than access to an existing purchase, report it on the Microsoft forums for assistance.
Summary
To resolve marketplace purchase or access issues, first confirm that you are signed in with the same account used for the purchase. If the accounts do not match, merge them or contact the marketplace team. For payment-related problems, use the Microsoft forums to report the issue.