If your prepaid code is not working or you see an error message, look for the solution on this page. If you receive an error code when you try to redeem your prepaid code, use the Error Code Lookup Tool.
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.
There may be a problem with the Xbox Live service. Try to redeem the prepaid code later.
Try reentering the code shown on your prepaid card. If you have correctly entered the code, contact Xbox Support.
Use one of these methods to 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.
You may receive this message when redeeming either a subscription code or a gift card.
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.
The content that you’ve used or added most recently will appear first.
You may also have to install the content you purchased. For more information, see I redeemed a token, where is my game or downloadable game content?
If you receive this message when redeeming a code for a Microsoft gift card, check your account to see if it has already been applied to your account.
You might also check to see if the code was redeemed on a different Xbox account. If you have multiple profiles on your console, it is possible you may have already redeemed the code on one of those accounts.
Still having problems?
If you still receive this message and you have not redeemed your code or gift card, you may need to take the code back to the retailer for replacement.
If you still receive this message and you have not redeemed this code, you may need to take the code back to the retailer for a replacement.
All codes must be activated at the point of sale in order to be used on Xbox Live. Sometimes there can be a delay at the retailer when activating. If you receive this error message, wait 24 hours and try again. If the card does not work 24 hours after purchase, please take the card back to the retailer along with your proof of purchase and ask them to activate it.
You can’t redeem a trial offer or a prepaid code or you get one of the following error messages when you try to redeem a code:
Try the following steps in the order presented:
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