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Chris G
Microsoft Answer Tech
End chat
Victoria I
Thanks for contacting Microsoft support, my name is Victoria I. Please allow me a few moments while I review the information you provided.
10:58 pm
Victoria I
It doesn’t appear the information you entered came through completely, how can I help today?
10:58 pm
Me
Hi there, I contacted you and spoke to Erin R just over a week ago on the 11th March regarding Halo Wars 2 Ultimate Edition not appearing in my Library on PC. I still haven't heard back from anyone regarding this.
11:00 pm
Victoria I
Do you have a case number from that conversation?
11:01 pm
Victoria I
So that I can take a look of it.

11:01 pm
Me
Yes
11:02 pm
Me
1376517634
11:02 pm
Victoria I
Thank you Christopher. Let me just take a look of it.
11:03 pm
Me
Thanks
11:03 pm
Victoria I
Not a problem.
11:03 pm
Victoria I
Hi Christopher. May I know regarding in the Halo Wars, is it for your desktop or Xbox?
11:07 pm
Me
Windows 10
11:07 pm
Victoria I
Is it for desktop or laptop?
11:08 pm
Me
Desktop
11:08 pm
Victoria I
Thank you Christopher.
11:09 pm
Victoria I
Are you using the same account when you tried to look for the Halo Wars?
11:11 pm
Me
the account that the licence is on is spartand1994@live.co.uk
11:11 pm
Victoria I
Hi Christopher. May I know if your Microsoft Account which is being logged in your desktop is the same with the Microsoft Account that you used to buy the Halo Wars?
11:13 pm
Me
The account that I am signed into Windows 10 with is christopher_foster@outlook.com. However the account that I am signed in with for the Xbox app and Store app is spartand1994@live.co.uk, which is the account that the Halo Wars 2 licence is on.
11:15 pm
Me
You can see from my previous communications with you guys at Microsoft Support that it was found to be an issue at your end, not on my end.
11:16 pm
Victoria I
You can create a new account in your desktop using your username live.co.uk.
11:19 pm
Me
I tried that and it didn't work. I found that it doesn't really matter what account Windows 10 is signed in with. It's the account that the Store app is signed in with. I can see everything else I own on that account, it's just Halo Wars 2 that isn't showing up.
11:21 pm
Victoria I
Can you check again on what account is signed in your Store App?
11:23 pm
Me
Yep
11:24 pm
Me
It is spartand1994@live.co.uk
11:24 pm
Victoria I
Thank you Christopher.
11:24 pm
Victoria I
Hi Christopher. Would you mind trying to sign out and sign in again using the same account?
11:25 pm
Me
I have tried that, still no change.
11:26 pm
Me
I have also talked with over 3 other Microsoft Support Techs since the launch of the game and, and I've been told every time that it's an issue at your end and that I will get an email when it's fixed. I'm just tired of waiting now, I just want this finally fixed.
11:26 pm
Victoria I
I apologize for the inconvenience this has caused you.
11:29 pm
Victoria I
Please give me 5 minutes to check on what other steps we can work on to fix this issue.
11:31 pm
Me
Ok
11:31 pm
Victoria I
Hi Christopher. Thank you for the patience. I still working on it. Please bare with me.
11:40 pm
Me
Ok. Thanks.
11:41 pm
Victoria I
Hi Christopher. For now, since I don't have the tool to check on why we can't look for the your Halo Wars. I have here my counterpart in which where we can verify if your payment is already done purchasing that game.
11:50 pm
Me
It was done through redeeming a code, as I stated to previous Microsoft Answer Techs that I have spoken to.
11:52 pm
Me
Previous Microsoft Answer Techs have already confirmed that the licence is on the account.
11:53 pm
Me
Again, the account that it is on is spartand1994@live.co.uk
11:54 pm
Victoria I
Okay. Thank you.
11:56 pm
Victoria I
As I much as I want to help regarding with your concern Christopher. We don't have here the tool to check for the redeeming code. I will do is to hand you over to my counterpart for the team that we can check for other steps or suggestions that they can share with us.
12:04 am
Me
That's similar to what I got told from my previous chat with a Microsoft Answer Tech. Then I expect an email notifying me with a fix, but then I get nothing. It seems like an endless loop.
12:06 am
Me
I've been waiting since February to play this game!
12:06 am
Victoria I
I understand your concern Chris.
12:07 am
Victoria I
I'm a gamer also Chris. I really understand the frustration that your having right now.
12:08 am
Victoria I
well again nothing to worry because I'm contacting the Xbox department so they can handle your concern properly.
12:08 am
Me
Ok, thanks.
12:09 am
Victoria I
Hi Christopher.
12:13 am
Me
Hi
12:13 am
Victoria I
I already contacted to my counterpart in Xbox Department and they provided me this. Here is the link for your reference that you can also provide.
http://support.xbox.com/en-US/xbox-live-status
12:14 am
Me
Ok, but thats the Xbox LIVE Status Page? What's that got do to with my situation?
12:16 am
Me
That doesn't make sense.
12:17 am
Victoria I
Here is also their direct number that you can call to 800-469-9269 800-936-5700.
12:19 am
Me
I don't understand why you are giving me this information.
12:19 am
Me
The licence for Halo Wars 2 is clearly on my account, can't you guys just issue me a new code for the game given the amount of time I've been waiting for this to be fixed?
12:20 am
Me
This is getting beyond ridiculous now.
12:21 am
Victoria I
I do understand the frustration, However our XBOX team is the right department to fix your concern. That's why we need to contact the XBOX department so we can get the best resolution/
12:22 am
Victoria I
What I can do for now is to give you the direct link and phone number so that you can get connected to them.
12:23 am
Me
But I started off originally by contacting the Xbox department and they said it was for you guys to sort out because the game is supposed to be on my Windows 10 PC. What is going on?
12:24 am
Me
Xbox support told me to contact you, here's a few messages from my last communication from them:
12:29 am
Me
Erin R
No worries, we have a proof that the license of the game is already on your account. Additionally, this case on your account is still open for review by the previous support and I'm certain that sooner, you'll receive am update via email.
11:44
Me
Ok, thanks.
11:44
Erin R
To make it easy for you, I'll share this quick link with you to reach our Windows Support Team. https://partner.support.services.microsoft.com/en-us/contact/chat/4/
11:45
Erin R
You're welcome, Chris. You may provide this reference number to your Windows Tech Support where our conversation is recorded. 1376517634
11:45
12:30 am
Victoria I
Hi Chris, I've talked to one of the technicians from Xbox. He will help you check the Halo Wars 2 that you purchased.
12:32 am
System
You've been transferred to another agent
12:33 am
Me
Ok, hi.
12:33 am
Chris G
Howdy! How are you today?
12:33 am
Me
I'm doing ok. Just frustrated about how long this issue had taken to solve.
12:34 am
Chris G
Indeed, from what I'm reading in the chatlog with the previous agent, sounds like you've been going at it for a while. Would you mind if I took a brief moment to read the full chat log, as well as notes on the account from previous agents, so I can fully understand the issue?
12:35 am
Me
Of course.
12:35 am
Chris G
Excellent - OK, hang tight while I take a quick read over it.
12:36 am
Me
Ok, thanks.
12:36 am
Chris G
Hmm.. OK, sure does sound like a fun match of support ping-pong - these things can happen from time to time with Windows 10 game issues. Not to worry - I aim to put an end to this prolonged match of support ping-pong. Would you happen to still have the 25-digit prepaid code you originally redeemed for the game?
12:40 am
Chris G
Ah, looks like it was GCT7Q-V4RQH-VJDTD-RMWK2-FK26Z, correct?
12:42 am
Me
Ok, thanks. That's good to hear. I wouldn't know, unfortunately the code was discarded when I redeemed it. I do that with all my codes.
12:43 am
Chris G
No problem, I understand completely - it's rare for people to hang onto prepaid codes like that (heck, I even don't, regardless of my profession, haha!), so I'll use this one from the previous agent's notes and see if it's the correct one. First things first, I see you've signed into the chat with christopher_foster@outlook.com, and it seems spartand1994@live.co.uk should be the account that owns the game proper, correct?
12:44 am
Me
Yes that's correct.
12:45 am
Chris G
OK, I'll look up that account now. Once I find it, we'll need a quick security code sent out to the e-mail addresses and phone numbers tied to it - I'll let you know once the codes are sent, and you can check your devices and send the code back once you've got one.
12:47 am
Me
Ok, no problem
12:48 am
Chris G
Alrighty, verification codes are sent.
12:48 am
Me
679370
12:49 am
Chris G
OK, great. I've just checked the prepaid code from earlier, GCT7Q-V4RQH-VJDTD-RMWK2-FK26Z, and it is indeed for Halo Wars 2 and was redeemed on this account. Hang tight while I investigate further for us.
12:51 am
Me
Ok
12:52 am
Chris G
Sorry about the silence, still here and still checking over your account, as well as checking over the previous agents' notes to take note of everything attempted thus far, to be sure we don't go over anything multiple times unnecessarily. :)
12:56 am
Me
Nor a problem.
12:57 am
Me
Also I'm not sure if this helps, but this is what I'm seeing in the Store app: http://imgur.com/a/ZCYgV
12:57 am
Me
The Season Pass and Halo Wars: Definitive Edition says owned, but the Halo Wars 2 base game is not.
12:58 am
Chris G
Hmm.. Does it look the same if you select the Standard Edition instead?
1:00 am
Me
Yes, it prompts me to buy: http://imgur.com/a/ZCYgV
1:01 am
Chris G
Hmm.. I see. Quite odd. I appreciate the information, there! Hang tight while I investigate further.
1:02 am
Me
Ok, thanks :)
1:03 am
Chris G
Another update for you, still here and still checking into this for us - I appreciate your patience and understanding wholeheartedly. :)
1:06 am
Me
Ok, thanks for the ongoing support.
1:07 am
Chris G
What happens when you try to enter in the  GCT7Q-V4RQH-VJDTD-RMWK2-FK26Z code where it says "Redeem code"? Would you mind trying so now?
1:11 am
Me
I will try, give me a moment
1:11 am
Me
It says "This code has already been redeemed": http://imgur.com/a/ZCYgV
1:13 am
Chris G
Hmm.. Indeed, OK, that makes sense. I appreciate the attempt. :) Hang in there while I check into things further for us.
1:13 am
Me
Ok, no problem. Thanks.
1:14 am
Chris G
Quick update, still here and still working on this for us - hang in there. :)
1:20 am
Me
Ok, thanks
1:20 am
Chris G
Another update for you, I was checking into the possibility of potentially reissuing the license, but it seems in order to investigate the possibility of this, we'd need to need to get the case sent up to a higher team. Now, I know a previous agent said they'd e-mail you with updates and didn't end up getting back to you, but not to worry - I can assure you if it comes to sending the case up to a higher team, they'll get back to you 100%. Hang tight while I check into this for us.
1:27 am
Me
Ok, much appreciated.
1:28 am
Chris G
Quick update once more - still here and still checking into this for us. Thanks for continuing to hang in there. :)
1:36 am
Me
Ok, thanks
1:36 am
Chris G
Are you able to access the e-mail address spartand1994@live.co.uk at the moment, Chris?
1:42 am
Me
I wasn't a moment ago, I was prompted to change my password so that's what I did.
1:43 am
Me
If you need to send out another verification code that's fine.
1:44 am
Chris G
Excellent - OK, I've just sent what should be a replacement code for Halo Wars 2 to that address. Please be sure to check the spam folder as well. Once you have it, please try redeeming the code on this account, and let me know how it goes!
1:44 am
Me
Ok, give me a moment to log in :)
1:46 am
Chris G
Not a problem. Please do let me know how redeeming the code goes, and once you've redeemed the code, try to see if you can download/install Halo Wars 2.
1:47 am
Chris G
Just checking in, how's it coming along? Found the code yet? :)
1:50 am
Me
Yeah, I redeemed it and it's now downloading: http://imgur.com/a/ZCYgV
1:51 am
Me
Thanks for your hard work and help, you have no idea how much I appreciate it :)
1:51 am
Chris G
Excellent!! Glad to hear it, Chris. :) No problem at all - I said I'd put an end to the game of support ping-pong, and that I did. I'm glad we were able to get the issue resolved today - now that we have, was there anything else I could assist you in resolving?
1:52 am
Me
You did end the game of support ping-pong, for that I really do thank you for. There isn't anything else I needed help with. I'll be sure to give the best positive feedback for you :)
1:54 am
Chris G
Awesome. I appreciate the patience and understanding you had across the span of our chat while I got this knocked out for us. :) If that's everything, have a wonderful rest of your day, take care, and thanks for chatting in to Xbox Support today! To end the chat, please click the "end chat" button.  When you do so, you may receive a survey regarding our chat.  We value your time with us and it would be great if you could spare a couple of minutes to fill it out about your experience with me today. Have a great day!
1:54 am

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