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.
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 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.
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:
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 on this page
Would you like to contact Support regarding the "Troubleshoot Xbox LIVE code redemption issues" issue you were reading about or a different issue?