Troubleshoot Xbox LIVE Gold Family Pack problems

This error appears when a secondary account in a Gold Family Pack membership tries to add a credit card or buy Microsoft Points. Secondary family members cannot use credit or debit cards to purchase Microsoft Points. Instead, secondary account members can redeem a prepaid, Microsoft Points card (available at retail locations), or the primary member can give points to secondary members.

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 that they can redeem the code, wait seven days, and then add the family member back to your Family Pack. Here are the steps:

1. On your console, sign in to Xbox LIVE with the primary account for the Gold Family Pack.
2. Go to Settings, and select Family.
3. Select the family member you want to remove.
4. Select Remove from Family Pack.
5. Ask the member to redeem the prepaid code on their Xbox LIVE account.
6. Wait seven days, and then add the member back to the Gold Family Pack.

Note When the person with the Gold Membership rejoins the Gold Family Pack, membership time on his or her Gold Membership 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.

There is a five-day waiting period after you remove someone from a Gold Family Pack before you can add them again. Add the member again after the waiting period has ended.

The account you are trying to add to your Family Pack is controlled by a parental account associated with another Gold Family Pack. Before you can add this member, the child account must be removed from the other Gold Family Pack. For information on adding and remove members see Managing Gold Family Pack members.

You cannot add an account with a region that is different from the region of the primary Gold Family Pack account. Create a new account in the correct region and add it to your Gold Family Pack.

If you get this error when you try to leave the Family Pack, ask the primary account member to remove you from the Family Pack using these steps:

1. On your console, sign in to Xbox LIVE with the primary account for the Gold Family Pack.
2. Go to Settings, and select Family.
3. Select the member you want to remove from the Gold Family Pack.
4. Select Remove From Gold Family Pack.

Once you are removed from the Family Pack, you should be able to leave the family pack without error. Here’s how:

1. Sign into Xbox LIVE on your console.
2. Go to Settings, and select Account.
3. Select Leave Gold Family Pack.

When you add an existing Xbox LIVE account to your Gold Family Pack, the remaining membership time is added to your Gold Family Pack Membership. The maximum number of months that can be added is 36 months. If you get this error, you need to wait until adding the existing account does not exceed the 36-month limit.

Gold Family Pack subscriptions are limited to six unique Gold Memberships per year. You can add and remove members within the year, but you cannot exceed six unique members. If you have an available membership in your Gold Family Pack, you can add a previous member to your Gold Family Pack.

This error occurs if an incorrect Microsoft account (formerly Windows Live ID) email address or password is entered when you add a secondary or child account to a Gold Family Pack. For instructions about how to add the child account, enter the parent’s Microsoft account, see Add or remove Gold Family Pack members.