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Error 80169d3a occurs when you try to make a purchase on your Xbox console

You see the following error code and message when you try to make a purchase on your Xbox console:

Can't retrieve information from Xbox Live.

Status code: 80169d3a

This may mean one of the following:

  • The Xbox Live service is temporarily unavailable.
  • Your Xbox subscription has an outstanding balance, and new purchases are being declined.
  • Your PayPal account country/region doesn't match your Microsoft account country/region.
  • Your Microsoft account has incorrect or incomplete billing information.
  • There's an issue with a prepaid code you used.

Solutions

To resolve this problem, try the following solutions.

Solution 1: Check the Xbox Live service status

If you see any alerts here, wait until the service is up and running and try again:

Xbox Live Core Services: up and running
2016-12-06T00:55:29.3864809+00:00

Solution 2: Pay the outstanding balance on your Xbox subscription

When your Xbox subscription is suspended and you have an outstanding balance, you can’t use your subscription. To restore your Microsoft account and continue using your Xbox subscription, see How to pay a past due balance on an Xbox subscription.

Solution 3: Update the payment option for your Xbox subscription

If the payment option you use to pay for your Xbox subscription is expired or no longer valid, you’ll need to update it so you don’t lose access to your subscription. To do this, go to Change how you pay for an Xbox subscription.

Solution 4: Check the country/region of your PayPal account

If you use your PayPal account as a payment option, that account's country/region must match your Microsoft account country/region. If they don't match, you'll need to use another payment option to complete the purchase. See Solution 3 above to check your PayPal payment option’s country/region, to update your payment option, or to add a new one.

Solution 5: Check your billing information

Make sure all billing and contact information associated with your Xbox account is current. To verify your billing information and payment options, see one of the following pages:

Update your billing contact information online

Update your billing contact information on Xbox One

Update your billing contact information on Xbox 360

Solution 6: Verify your prepaid code information

If the above solutions don't work, try troubleshooting your prepaid code. To do this, go to Troubleshoot Xbox prepaid code issues.

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