This page describes what to do if you’re having trouble redeeming a QR code, or if you receive an error message when attempting to redeem a QR code.
Note A QR ("quick read") code is a two-dimensional black and white barcode that is machine readable, including by most cell phones and the Kinect sensor.
Watch the video Use a prepaid code on Xbox One. Note This video is available in English only.
If the Xbox Live service is down, you won’t be able to use your code.
If you see any alerts here, wait until the service is up and running and try again:
QR codes can only be redeemed with Kinect on Xbox One. If your Xbox One Kinect Sensor can’t redeem a QR code, see the Xbox One Kinect Sensor Solution, or enter the 25-character code instead.
Try redeeming the code online at Redeem Code.
This error indicates that the code you entered is not a valid Xbox code. Xbox codes are 25 characters long, include both numbers and letters, and follow a 5x5 format—five blocks of five characters. If your code does not match this format, it is not an Xbox code.
You may receive this message when you’re trying to use either a prepaid code for a subscription code or a Microsoft gift card. This error indicates that while the code you entered is valid, it has already been used.
Most often, codes get redeemed under a different account. If you live in a household where other people have access to your codes, check that it wasn’t redeemed by someone else under a different gamertag or Microsoft account.
Depending on the type of code you have, use one of the following methods to check if the code has been used:
Note Check with the code provider for additional information. If you purchased the code from a retailer, you may need to discuss returning or exchanging it with them.
Try redeeming the QR code at a later time.
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