Where to request a Microsoft refund

Microsoft handles refunds through your account settings, not through a phone line or email address you find online. The fastest route is the Microsoft Account website — sign in, go to your purchase history, and request a refund directly from the transaction. You can also use the Xbox app or Microsoft Store app on Windows if you bought something there.

The refund request form asks why you want the money back. Be specific: "I didn't mean to buy this" or "The game won't launch on my system" matters more than a vague reason. Microsoft's system flags requests and decides whether to approve based on what you write and how long ago you bought the item.

If you bought something through a third party — like a game key from a reseller, or an in-game purchase through a mobile app — you'll need to contact that seller instead. Microsoft only refunds things bought directly from Microsoft.

Key Takeaways

  • Request refunds through your Microsoft Account, Xbox app, or Microsoft Store app, not by calling or emailing a general support line.
  • Microsoft typically refunds purchases within 60 days if you haven't used the item much, but refunds outside that window are possible if the product is broken or doesn't work.
  • The reason you give in the refund request form affects whether Microsoft approves it — be specific about why you want your money back.
  • Refunds to your original payment method take 5 to 10 business days after approval, though the time varies by your bank or card company.
  • If you bought something from a reseller or third-party app, contact that seller directly — Microsoft cannot refund purchases made outside their system.

The 60-day window and what counts as "used"

Microsoft's standard refund window is 60 days from purchase. Within that window, refunds are usually approved if you haven't downloaded or used the item much. For apps and games, "not used much" means you haven't launched it or spent significant time in it. For subscriptions like Game Pass, it means you haven't streamed or played games through the service.

The 60-day rule is not a hard cutoff. Microsoft will sometimes refund purchases older than 60 days if the product is broken, won't install, or doesn't work on your system. These refunds take longer to process because a person reviews your request instead of an automated system approving it.

If you bought a game and played it for 10 hours, Microsoft will likely deny the refund even if you're within 60 days. If you bought it, downloaded it, and never opened it, approval is much more likely. The system looks at your account history too — if you request many refunds, later requests get more scrutiny.

What happens after you submit a refund request

After you submit the form, Microsoft sends you a confirmation email. The status then moves through stages: "pending review," "approved," or "denied." You can check the status by going back to your purchase history and looking at that transaction.

Most refund decisions come within 24 to 48 hours. If Microsoft approves it, the money goes back to your original payment method — the card you used, your PayPal account, or your Microsoft account balance, depending on how you paid. The refund itself takes 5 to 10 business days to show up in your bank or card account after approval, though some banks take longer.

If Microsoft denies the request, you get an email explaining why. You can submit a second request if you believe the decision was wrong, but Microsoft rarely reverses a denial without new information — like proof the product is defective or doesn't work on your system.

Refunds for subscriptions and recurring charges

Microsoft subscriptions like Game Pass, Microsoft 365, and Xbox Game Pass Ultimate renew automatically. If you want to stop being charged, you need to cancel the subscription first, then request a refund for the most recent charge if you haven't used the service.

To cancel, go to your Microsoft Account, find the subscription under "Subscriptions," and select "Manage." From there you can turn off auto-renewal. Once you cancel, you can still request a refund for the current billing period if you're within the refund window and haven't used the service much.

If you were charged after you thought you cancelled, that's usually because the cancellation didn't go through. Check your subscription status to confirm it's actually off, then request a refund for the unexpected charge. Include a note in the refund form explaining that you cancelled and shouldn't have been charged.

In-game purchases and digital content

In-game purchases — like cosmetics, battle passes, or virtual currency — follow the same 60-day rule, but they're harder to refund because you've "used" them the moment you buy them. Microsoft will rarely refund these unless the item doesn't work or was purchased by someone else on your account.

If a child made an in-game purchase on your account, include that in your refund request. Microsoft has a separate process for unauthorized purchases by minors and approves these more often. You may need to provide proof that you didn't make the purchase — like a statement that you were not near the device when it happened.

For games bought through the Microsoft Store, the same rules explore. For games bought through Steam, Epic Games, or other platforms, you'll need to contact that platform's support team instead.

When Microsoft won't refund and what to do next

Microsoft denies refunds for purchases older than 60 days if the product works fine, for heavily used games or apps, and for in-game purchases that were used when ready. They also deny refunds if you're requesting money back for a subscription you actively used.

If you paid by credit card, you can dispute the charge with your card company if Microsoft refuses. This is called a chargeback. Your card company will ask Microsoft for proof you authorized the purchase, and if Microsoft can't provide it, the card company may refund you. However, chargebacks can get your Microsoft account temporarily suspended while the dispute is being reviewed.

If you bought something by mistake and Microsoft won't refund it, the money is usually gone. Some games have a resale market, but most digital purchases cannot be transferred or sold. The best protection is to turn on purchase confirmation in your Microsoft Account settings so you have to enter a code or use two-factor authentication before any purchase goes through.

Refunds for pre-orders and early access games

Pre-orders can be refunded up until the game releases, as long as you haven't accessed early-access versions or beta builds. Once the official release date passes, the standard 60-day refund window takes over.

If you pre-ordered a game, got early access, and then want a refund after the full release, Microsoft treats it like any other purchase — you're within the window if it's been less than 60 days and you haven't played much. But if you've spent 20 hours in the early-access version, the refund will likely be denied.

For games that launch in Game Pass, pre-order refunds work the same way. If you pre-ordered and the game later appears in Game Pass, you can't get a refund just because it's now available through your subscription.

Frequently Asked Questions

Can I refund a game if I played it for a few hours?

It depends on how many hours and how long ago you bought it. Within 60 days and under 2 hours of play, refunds are usually approved. Beyond that, Microsoft looks at the total playtime and the reason you're requesting the refund. If the game is broken or won't run on your system, you have a better chance even with more playtime.

What if my refund was denied and I want to appeal?

You can submit another refund request with more detail about why you believe it should be approved. If the first denial was because you played too much, a second request will likely be denied again. If it was denied for another reason, explain that reason more clearly the second time — for example, provide error codes if the game won't launch.

How long does it take to see the refund in my bank account?

Microsoft approves most refunds within 24 to 48 hours. After approval, the money goes back to your original payment method, but your bank or card company controls how long it takes to appear — usually 5 to 10 business days, sometimes longer. Check your bank's website first before contacting Microsoft, because the delay is usually on the bank's side.

Can I refund a game I bought as a gift for someone else?

Only the person whose account the game is on can request the refund. If you bought it as a gift and the recipient wants a refund, they need to sign into their own Microsoft Account and submit the request themselves. You cannot refund it from your account.

What should I do if I think someone else made a purchase on my account?

Request a refund and explain in the form that the purchase was unauthorized. If multiple unauthorized purchases happened, change your Microsoft password when ready and turn on two-factor authentication. Contact Microsoft support through the refund form if you need help securing your account — they can review your account activity and may refund multiple charges at once.