Troubleshoot Xbox Live and Zune purchase problems

Xbox Live Marketplace solutions

Status code 8015341E

The 8015341E status code usually means there is a temporary billing service problem with Xbox Live. To fix this problem:

  • Retry the purchase immediately. Sometimes there are temporary problems with our billing service. Try making your purchase again.

    Note If the previous purchase was not successful, you will not be charged Microsoft Points a second time.

Wait 24-72 hours and try the purchase again. If your second purchase attempt is also unsuccessful, wait 24-72 hours and then try making the purchase again. If the problem persists beyond 72 hours, contact Xbox Support.

Status codes 80190821, 80190848, 8004ad43, 80153410, 8C010003 or 80190864

If your payment can’t be authorised through your bank or if Xbox Live detects suspicious activity and is preventing charges, you might see one of these status codes.

To resolve this problem, try the following solutions:

Solution 1: Check your billing address

Make sure that the billing address for your Xbox Live account matches the billing address 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 has not been activated.
  • The credit card was declined due to insufficient funds.
  • The credit card is not authorised 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 may have 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, this can prevent transactions from being processed until no purchase attempts have been made for a while (usually 24 to 48 hours).

Solution 4: Remove your card and try again

If you’re trying to purchase a new Xbox Live subscription and you receive status code 80190864, the payment option has a billing decline violation against it and can’t be used. If you have an unpaid balance for a previous subscription on the payment option you are trying to use, use a different credit card for the purchase.

Solution 5: Use a prepaid Microsoft Points or membership card if available

Alternatively, you can purchase a prepaid Microsoft Points card from a retail location and use it to make purchases. Note that not all purchases support Microsoft Points or prepaid options. Before purchasing Microsoft Points or a prepaid card, make sure that purchase option is available for the item you want to purchase.

Status code 8387138D

Status code 8387138D usually means there is a temporary billing service problem with Xbox Live.

To resolve this problem, try the following solutions:

Solution 1: Retry the purchase immediately

Try making your purchase again right away. Temporary issues with the billing service might be fixed. You won’t be charged for any purchase that doesn’t go through.

If you get the same error, try the next solution.

Solution 2: Wait 24-72 hours and try the purchase again

If your second purchase attempt is also unsuccessful, wait 24-72 hours and then try making the purchase again.

If you get the same error, try the next solution.

Solution 3: Contact Xbox Support

If the problem persists beyond 72 hours, contact Xbox Support.

“This item is not available from your current location”

This message appears when you try to purchase or download content that is not licensed for the country where you are located. Xbox Live determines your geographic location based on your console’s IP address when you sign in. You cannot purchase or download content that is not licensed for your country or region.

You can also get this message if you have an Xbox Live child account and your Xbox Live account region is New Zealand. Xbox Live child accounts cannot download content or purchase Microsoft Points in New Zealand.

You have reached your daily purchase limit

There is a limit on how many Microsoft Points you can purchase in a single day. You have reached the limit.

Wait 24 hours and then try purchasing additional points.

“This action cannot be performed at this time. Please try again later.”

This message appears if the billing address or contact information that you use for your Zune account is incorrect or incomplete. To resolve this, update or complete your billing and contact information.

On the Xbox.com site

  1. Go to the My Account page on Xbox.com.
  2. Click Manage Payment Options and sign in if you are asked.
  3. Click Edit next to the credit card that you are using to make purchases.
  4. On the Update credit card page, update your contact information, then click Save.
  5. Click Done.
  6. Sign back in to the Zune software, and then try to make your purchase again from Zune Marketplace.

In the Zune software

  1. Sign in to the Zune software.
  2. Click Settings at the top of the screen.
  3. Click Account in the upper-left-hand corner of the screen, and then click My Account in the Personal Info list. 
  4. On the My Account page, click Add/Manage credit card. You will be redirected to the Manage Payment Optionspage on live.xbox.com.
  5. On the Manage Payment Options page, update your information or fill in all the necessary fields.
  6. Click Save or Done.
  7. Do the same with Billing Information.
  8. Click Save or Done.
  9. Sign out of your Zune account.
  10. Sign back in to the Zune software, and then try to make your purchase again from Zune Marketplace.

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