Troubleshoot gift card and code issues
If you’re having trouble redeeming a digital code, it may be due to a service outage on our side. Here’s the current Purchase and Content Usage status:
Refresh your browser to update this status.
You can also check the service status in Xbox Assist. Press the Xbox button to open the guide, then select System > Xbox Assist. Select My Xbox Assist, then choose Xbox Live Status.
If the status is up and running but you’re still having trouble redeeming a code, try the following solutions.
Did you enter the code correctly?
Typos are the most common reason for code errors, and certain characters aren’t accepted: These are A, E, I, O, U, L, S, 0, 1, and 5.
Is your code for Xbox?
Many codes look similar and some Xbox games include codes meant to be used at the publisher’s website instead of through Xbox Live. Xbox codes have 25 characters and appear like this:
Was the code already redeemed with a different Microsoft account?
Make sure that you didn’t already redeem the code, possibly under a different gamertag or Microsoft account. If you live in a household where others have access to your codes, check that it wasn’t redeemed by someone else.
Is your account suspended or does it have a balance due?
Codes can’t be activated or used if your Microsoft account is suspended or has a balance due. You must resolve all account suspensions and unpaid balances before you can use the code.
- If your Xbox subscription is suspended, see Your Xbox subscription is suspended.
- If you have a balance due on your Microsoft account, see How to pay a past due balance for an Xbox subscription.
Are you getting an error message with an error code?
If you receive an error message with an error code when redeeming a digital code, go to Error & status code search to find a solution for your specific error code.
Because error messages can be generated by service outages, check the Xbox Live service status for alerts (displayed at the top) before searching for your error code. Refreshing this page will update the status displayed at the top.
Are you getting an error message without an error code?
If you receive an error message without an error code when trying to redeem a code, try the following solutions:
|Something went wrong. Sorry about that. Give it a try in a while||Check the Xbox Live service status. If there are any issues here, try redeeming the code when service is up and running.|
|Unable to redeem a 25-character digital code on Xbox One||Redeem your code online at Redeem Code.|
|An error has occurred during the transaction. Please try again later||Check the Xbox Live service status. If you see any issues on the status page, try to redeem the digital code later.|
|Please enter a valid code||Try re-entering the code on your gift card. If you have correctly entered the code, try redeeming the code online at Redeem Code.|
|This code cannot be redeemed under your current membership type||
Use one of these methods to check your subscription type:
Certain offers are valid only for an Xbox Live Gold subscription (for example, promotional premium content). If your subscription type doesn’t allow you to use a digital code, you need to upgrade to an Xbox Live Gold subscription.
|This code wasn't activated by the retailer. Contact the store and have them activate the card||All codes must be activated at the point of sale in order to be used on Xbox Live. Sometimes there can be a delay at the retailer when activating. If you receive this error message, wait 24 hours and try again. If the card doesn’t work 24 hours after purchase, take the card back to the retailer along with your proof of purchase and ask them to activate it.|
|This code has already been used. Please enter a code that has not been used||
You may receive this message when redeeming either a digital code for a subscription or a Microsoft gift card.
Note The Xbox One console error code for this issue is SVC6004. Use the following troubleshooting steps when you receive this error on your Xbox 360.
Select the following type of code to check whether it has been used:
Still having problems?
If you’re still having trouble redeeming your code, you might need to request a new one. To get started, see Request a new digital code.
To provide better support, did this solution solve your problem?
Thank you for your feedback
Thanks for your feedback!
Provide feedback for this topic
Would you like to contact Support regarding the "Troubleshoot gift card and code issues" issue you were reading about or a different issue?