Share this page

Error 80169d3a occurs when using Xbox Live on your Xbox 360

You see the following error code and message when you try to use Xbox Live on your Xbox 360 console:

Can't retrieve information from Xbox Live.

Status code: 80169d3a

This may mean one of the following:

  • The Xbox Live service is temporarily unavailable.
  • Your Xbox Live Gold subscription or Groove Music Pass has an outstanding balance, and new purchases are being declined.
  • Your PayPal account country/region doesn't match your Xbox Live account country/region.
  • Your account has incorrect or incomplete billing information.

Solutions

To resolve this problem, try the following solutions.

Solution 1: Check the Xbox Live service status

Xbox Live Core Services: up and running

Solution 2: Update the payment option for your subscription

There may be a problem with the payment option you use for your subscription.

  1. In a browser, go to My Account.
  2. If needed, sign in to the Microsoft account you want to change.
    Note If you don't know your Microsoft account email address or password, use the Lost Account Solution or the Lost Password Solution.
  3. Select Services & subscriptions.
  4. In the Xbox Live section, under Paid with, select Change how you pay.
  5. Select Add a new way to pay, select Next and then follow the steps to set up your credit card, debit card or PayPal account as a new payment option.

Solution 3: Check the country/region of your PayPal account

If you use your PayPal account as a payment option on Xbox Live, that account's country/region must match your Xbox Live account country/region. If they don't match, you'll need to use another payment option to complete the purchase. See Solution 2 above to update your payment option.

Also see Manage your payment options on Xbox 360 for more information.

Solution 4: Check your billing information

Sign in to My account and verify that your billing information is correct. For example, make sure that the billing address for your payment option matches the billing address used by your credit card company and that your payment option expiration date hasn't passed.

For more information, see Manage your payment options on Xbox 360.

Solution 5: Contact Xbox Support

If you keep experiencing the problem, contact Xbox Support.

Was this article helpful?

Yes
No

Thank you for your feedback

Thanks for your feedback!

We're sorry this article didn't solve your problem. We won't give up and neither should you. Try this community option, below.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Provide feedback for this topic

255 characters remain.
To protect your privacy, please do not include contact information in your feedback.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Contact Us

Would you like to contact Support regarding the "Error 80169d3a occurs when using Xbox Live on your Xbox 360" issue you were reading about or a different issue?

Share this page