Error 80167611 or 80169E7F occurs when you try to make an Xbox Live purchase

You see one of the following error messages when you try to make a purchase on Xbox Live:

Can't retrieve information from Xbox Live.
80167611

Can't retrieve information from Xbox Live.
80169E7F

This may mean that there’s a problem with the payment method.

Solutions

To resolve this problem, try the following solutions:

Solution 1: Check your billing address

Make sure the billing address for your Xbox Live account matches the billing address used by your credit card company. Also make sure that your Xbox Live account payment information, including capitalization, matches the information that is used by your credit card company.

To change the billing address for your Xbox Live account, see Change your Xbox Live account information.

Solution 2: Contact your bank or financial institution

The Xbox Live purchase might have failed because:

  • The credit card hasn’t been activated.
  • The credit card was declined due to insufficient funds.
  • The credit card is not authorized for online purchases or automatic billing.
  • The credit card company is blocking the transaction.

Contact your credit card company or bank and make sure that the card that you’re using was activated, that it has available funds, and that the transaction is not being blocked for some reason.

Solution 3: Try your purchase again later

The Xbox Live purchase might be blocked because:

  • Too many recent purchase attempts were declined.
  • The Xbox Live account or the payment option is being used from a suspicious location.
  • The payment option you provided had a violation for non-payment that’s preventing it from being used for new purchases.

Wait and try the transaction again in 24 to 48 hours. If lots of purchase failures occur, that can prevent transactions from being processed until no purchase attempts have been made for a while (usually 24 to 48 hours).

Solution 4: Use an Xbox gift card, if available

Alternatively, you can buy an Xbox gift card from a retail location and redeem it for Xbox Live purchases.

Note Not all purchases support Xbox gift cards. Before purchasing an Xbox gift card, make sure that the specific purchase allows use of gift cards.

Solution 5: Use PayPal to purchase Xbox Live Gold Memberships and games

You can also use PayPal to purchase Xbox Live Gold Memberships and games. For more information, see Use PayPal with your Xbox Live account.

Solution 6: Confirm that you’re using an approved payment method

You can use Visa, MasterCard, or American Express cards as long as they allow international purchases. Even if your card displays a Visa or MasterCard logo, it may not be approved by your bank or financial institution for international purchases.

Note Pre-paid cards, debit cards, and gift cards (even those with a Visa or MasterCard logo) do not qualify as international cards and are currently not accepted.

If your credit card is an approved form of payment, try the next solution.

Solution 7: Check the card number, expiration date, card security code, and name on the card

Retype the credit card number without any spaces, commas, or other non-numeric characters. Verify that the expiration date, card security code, and name that you entered are correct and match what is shown on the card.

If you keep experiencing the problem, contact Xbox Support.

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