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.
Note If you have the Xbox 360 Entertainment For All Plan (formerly the 2 Year Xbox Live Gold Contract), you cannot “stack” or combine prepaid subscriptions during the life of your contract.
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.
Note If you have the Xbox 360 Entertainment For All Plan, you cannot “stack” or combine prepaid subscriptions during the life of your contract.
This code has already been used. Please enter a code that has not been used.
Check your download history
On your console, sign in to Xbox Live using the gamertag that you used when you originally purchased the content.
Go to Settings, and then select Account.
Select Download History.
Browse your download history. If you want to download something again, select the item, and then select Download Again.
If the content that you purchased is already in your download list, you cannot use the prepaid code again.
This code wasn't activated by the retailer. Contact the store and have them activate the card.
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.
You can't buy this membership while your current Xbox Live membership remains active.
This error occurs if you try to redeem a prepaid Xbox Live Gold Membership code on a Gold Family Pack account.
Note If you have the Xbox 360 Entertainment For All Plan, you are ineligible to be on a Family Pack or to “stack” or combine prepaid subscriptions during the life of the contract.
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:
On your console, sign in using the primary account for the Gold Family Pack.
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:
Can't redeem your code, the code is either mistyped or is valid for a different site
Can’t redeem your code. Please try again
An unknown error occurred
Try the following steps in the order presented:
Make sure that the code you entered matches the code on the card.
Codes are 25-digit alphanumeric strings.
Some numbers and letters may look similar, so you may want to double-check your code. For example:
The number "8" may resemble the uppercase letter "B."
Two instances of the uppercase letter "V" may resemble the uppercase letter "W."
The number "0" may resemble the uppercase letter "O."
Make sure that you haven’t already redeemed the code that you are trying to use.
If you have an outstanding balance for a service associated with your Microsoft account, you might be unable to redeem a prepaid code. Make sure that all the services associated with your Microsoft account are current and they don’t have an outstanding balance. To do this, check the status of your account at your Microsoft account page.
Make sure that all billing information and contact information that is associated with your Xbox account is current. To do this, follow these steps:
Go to your Microsoft account page and sign in using the email address and password that is associated with the account.