Important You cannot use prepaid codes if your account is suspended or has an outstanding balance. Contact Xbox Support to resolve any issues with your account.
Try to redeem the prepaid code later.
Try these solutions in order:
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.
The prepaid code that 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.
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.
Check your membership type:
Certain offers are valid only for an Xbox Live Gold subscription (for example, promotional premium content). Other offers, such as a trial Xbox Live Gold subscription, are valid only if you have a free Xbox Live membership.
If you receive this message when redeeming a subscription code, check My account on your computer to see if the subscription has already been redeemed to your account. Or, you can check Download History on your Xbox One or Xbox 360 console. If the content that you purchased is already in your download list, you cannot use the prepaid code again.
If the content that you purchased is already in your download list, you cannot use the prepaid code again.
You can also check to see if the code was redeemed on a different Xbox account. If you have multiple profiles on your console, you may have already redeemed the code on one of those accounts.
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.
This error occurs if you try to redeem a pre-paid 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:
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.
Thanks for your feedback!
Provide feedback for this topic
Would you like to contact Support regarding the "Troubleshoot Xbox Live code redemption issues" issue you were reading about or a different issue?