Troubleshoot Xbox Live code redemption issues

Overview

Important You cannot use prepaid codes if your account is suspended or has a past-due balance. Contact Xbox Support to resolve any issues with your account. See the Assistance section at the bottom of this page for contact information.

Solutions

An error has occurred during the transaction. Please try again later.

Try to redeem the prepaid code later.

Can't retrieve information from Xbox Live. Status code: 80153022

Try these solutions in order:

  1. Check the Xbox Live service status. If there are Xbox Live Marketplace or Billing notices, wait and try again.
  2. Confirm the location where your code was purchased. Some prepaid codes can be redeemed only in the country or region in which they were purchased.
  3. There's a problem with your prepaid code Contact Xbox Support. See the Assistance section at the bottom of this page for contact information.

Can't retrieve information from Xbox Live. Status code: 801613fb

Wait 24 hours and try again. If the card does not work 24 hours after purchase, please take the card back to the retailer and ask them to activate it.

Can’t retrieve information from Xbox Live. Status code: 8016a04b

The prepaid code you’re trying to use doesn’t match the country or region of your account.

Confirm the location where your prepaid code was purchased. Some prepaid codes can be redeemed only in the country or region where they were purchased.

Please enter a valid code.

Try reentering the code shown on your prepaid card. If you have correctly entered the code, contact Xbox Support. See the Assistance section at the bottom of this page for contact information.

This code cannot be redeemed under your current membership type.

Check your membership type:

Certain offers are valid only for an Xbox Live Gold Membership (for example, promotional premium content). Other offers, such as a trial Xbox Live Gold Membership, are valid only if you have a free Xbox Live account.

This code has already been used. Please enter a code that has not been used.

Check your download history
  1. On your console, sign in to Xbox Live using the gamertag that you used when you originally purchased the content.
  2. Go to Settings, and then select Account.
  3. Select Download History.
  4. Browse your download history. If you want to download something again, select the item, and then select Download Again.

If the content that you purchased is already in your download list, you cannot use the prepaid code again.

This code wasn't activated by the retailer. Contact the store and have them activate the card.

Wait 24 hours and try again.

If the card does not work 24 hours after purchase, please take the card back to the retailer and ask them to activate it.

You can't buy this membership while your current Xbox Live membership remains active.

This error occurs if you try to redeem a prepaid Xbox Live Gold Membership code on a Gold Family Pack account. To use the Gold Membership code, temporarily remove a family member from the Family Pack so they can redeem the code, then wait seven days and add the family member back to your Family Pack. Here are the steps:

  1. On your console, sign in using the primary account for the Gold Family Pack.
  2. Go to Settings, and then select Family.
  3. Select the family member you want to remove.
  4. Select Remove from Family Pack.
  5. Ask the family member you removed to redeem the prepaid code on his or her Xbox Live account.
  6. Wait seven days, and then add the family member back to the Gold Family Pack.

Note When the person who redeemed the Gold Membership code rejoins the Gold Family Pack, Gold Membership time is converted to Gold Family Pack Membership time. A month is added to the Gold Family Pack Membership for every two months of individual Gold Membership time.

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