My minecraft game order dissapeared from my account

Hello Paul Onasoga,

Welcome to Microsoft Q&A forum.

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button.

Before we proceed, may I know what you have already tried so far? That will help me in excluding what you have done.

In the meantime, you can also follow these steps if you haven't done so already.

• Type "Credentials manager" in the search bar and press Enter.
• Select "Windows credentials"
• Remove all entries:
  1. Starts with or contain "Xbl".
  2. Related to your account.
  3. Contains "Mojang"
  4. Restart your computer.

Since you said the order history also doesn't appear, there is another possibility that your account might have been hacked and the hacker has changed your log in email. You can check it by comparing the gamertag of the Xbox profile with the one you used. Since this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. If that is the case, please contact Microsoft Support.

• Type Live chat in the search box. 
• Now click Get help, and Select Contact Support or Sign in to contact support below. 
• Go to the Products and services tab, and choose Other products
• On the Category tab, choose Billing and Account Profile questions 
• Go to Confirm. 
• You can now choose the option of Chat with a support agent on your web browser. 

 Thank you for your understanding.

The purchase email shows that Minecraft was bought, but because the game no longer appears in Order history and Xbox says there is no ownership, the purchase is not currently associated with the signed‑in Microsoft account.

Do the following checks and then contact support with the evidence (order email, order number, date, and the screenshots):

1. Verify the exact Microsoft account used for the purchase:
   • Check all email accounts for Microsoft purchase receipts (including other addresses that might have been used). The account that received the receipt may not be the same as the Microsoft account actually used for the purchase.
   • Follow the guidance in Check products or services where you used your Microsoft account to look for receipts and Xbox gamertags that might reveal a different Microsoft account.
2. Confirm the correct account is signed in everywhere:
   • Sign out of all Microsoft apps (Microsoft Store, Xbox app, Minecraft Launcher) on the PC.
   • Sign back in using the Microsoft account that matches the purchase once it is identified.
   • Then go to the Microsoft Store library or Order history again and check if Minecraft appears. If it does, select Product key/Install or Install to download it.
3. If the game still does not appear in Order history:
   • Use the Can’t find your order? / Microsoft Store support path from the Order history page and provide the order number and purchase confirmation email so support can investigate the missing order and restore access or advise on next steps.

Because ownership and billing are handled only through Microsoft’s commerce systems, resolving a disappeared order requires direct investigation by Microsoft Store support once the account used for purchase has been confirmed.

References:

• Check products or services where you used your Microsoft account
• Find and install your Microsoft downloads from Microsoft Store
• Cancel an order or pre-order from Microsoft Store