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Troubleshoot Xbox prepaid code issues

If your prepaid code isn’t working, or if you see an error message or error code when you try to redeem it, try the solutions on this page.

Important Prepaid codes cannot be used or activated if your Microsoft account is suspended or has a balance due. You must resolve all unpaid balances and account suspensions before you can use the prepaid code. To do so, see the following pages:

Xbox Live prepaid code cards.
Video: Use a prepaid code on Xbox One

Watch the video Use a prepaid code on Xbox One. Note This video is available in English only.

Error messages with an error code

If you receive an error message with an error code when you’re redeeming a prepaid code, use the Error & status code search page to find a solution for your specific error code.

Because error messages can be generated by service outages, check the Xbox Live service status for alerts before searching for your error code.

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

Purchase and Content Usage: up and running
2016-12-06T14:09:25.3823603+00:00

Error messages without an error code

If you receive an error message without an error code when trying to redeem a prepaid code, use the troubleshooting solutions in this section. These solutions are based on the most common error messages received when trying to redeem a prepaid code.

To use these solutions, look for your error message below and follow the troubleshooting steps.

Something went wrong. Sorry about that. Give it a try in a while

If you receive this error message, check the Xbox Live service status. If there are any issues here, try to redeem the prepaid code later:

Purchase and Content Usage: up and running
2016-12-06T14:09:25.3823603+00:00

Unable to redeem a 25-character prepaid code on Xbox One

If you receive this error message while trying to redeem a prepaid code, redeem your code online at Redeem Code.

An error has occurred during the transaction. Please try again later

If you receive this error message, check the Xbox Live service status. If you see any issues on the status page, try to redeem the prepaid code later:

Purchase and Content Usage: up and running
2016-12-06T14:09:25.3823603+00:00

Please enter a valid code

If you receive this error message, try reentering the code shown on your prepaid card. If you have correctly entered the code, try redeeming the code online at Redeem Code.

This code cannot be redeemed under your current membership type

If you receive this error message, use one of these methods to check your subscription type:

  • On your Xbox 360 console, go to settings, select Account, and then scroll to Your Memberships.
  • On your Xbox One console, go to Settings, and then Account.
  • On a computer, go to Services & subscriptions in your account.

Certain offers are valid only for an Xbox Live Gold subscription (for example, promotional premium content). If your subscription type does not allow you to use a prepaid code, you need to upgrade to an Xbox Live Gold subscription.

This code wasn't activated by the retailer. Contact the store and have them activate the card

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, take the card back to the retailer along with your proof of purchase and ask them to activate it.

This code has already been used. Please enter a code that has not been used

You may receive this message when redeeming either a prepaid code for a subscription or a Microsoft gift card.

Note The Xbox One console error code for this issue is SVC6004. Use the following troubleshooting steps when you receive this error on your Xbox 360.

Select the following type of prepaid code to check whether it has been used:

  • Prepaid code for an Xbox subscription
    If you receive this message when redeeming a prepaid code for a subscription, check Services & subscriptions from a PC to see if the subscription has already been redeemed to your account.
  • Prepaid code for a Microsoft gift card
    If you receive this message when redeeming a code for a Microsoft gift card, check your order history from a PC to see if the Microsoft gift card has already been redeemed to your account.
  • Prepaid code for game content
    If you receive this message when redeeming a code for a game, check your game library from a PC to see if the game is there.

Common reasons why you can’t redeem a prepaid code

The status of your Microsoft account can cause issues when you’re redeeming a prepaid code. If you’re having issues redeeming your prepaid code, check for the following first:

  • Is your Xbox subscription suspended?
    You can't use prepaid codes if your Microsoft account is suspended. For more information, see Your Xbox subscription is suspended.
  • Do you have a balance due on your Microsoft account?
    You can’t use prepaid codes if your Microsoft account has a balance due. For more information, see How to pay a past due balance for an Xbox subscription.
  • Did you type the code correctly?
    Make sure that you have typed the code correctly. Typos are the most common reason for invalid code errors.
  • Is your prepaid code intended for Xbox?
    Many codes look alike, and some Xbox games include codes meant to be used at the publisher’s website instead of through Xbox Live.
  • Was the prepaid code already redeemed on a different Microsoft account?
    Make sure that you didn’t already redeem the code, possibly under a different gamertag or Microsoft account. If you live in a household where other people have access to your codes, check that it wasn’t redeemed by someone else.

Still having problems?

If you still receive this message and have not redeemed your prepaid code or gift card, you may need to take it back to the retailer for replacement.

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