Troubleshoot Xbox LIVE code redemption issues

Try to redeem the prepaid code later.

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.

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:

• On your console, go to Settings, then select Account.
• On a computer, go to Billing and Account Management.

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.

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.

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 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 that you want to remove.
4. Select Remove from Family Pack.
5. Ask the family member that 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.