Error code 80070057 occurs when you’re trying to watch a video or redeem a prepaid code

Overview

This error code may occur in either of the following scenarios.

Scenario 1:

If you see error code 80070057 when you’re trying to watch a video on your Xbox 360 console, the video file might be corrupted or might not be supported.

Scenario 2:

If you see error code 80070057 when you’re trying to redeem a prepaid code on your Xbox 360 console, you have not filled in all your account information.

Review this page to learn more about error code 80070057 and what you should do about it.

On this page

Error code and messages

Scenario 1

Error code 80070057 is preceded by the following message:
Status Code: 80070057

Scenario 2

Error code 80070057 is preceded by the following message:
Cannot enter prepaid code
Status Code: 80070057

Problem

Scenario 1

If you’re seeing this message and error code when you’re trying to watch a video on your Xbox 360 console, the video file might be corrupted or might be formatted in a codec that’s not supported.

The codec, or coder-decoder, converts information into a compressed file that is later used during playback. Codecs are not universal. Not every codec is supported by every playback device.

Scenario 2

If you’re seeing this message and error code when you’re trying to redeem a prepaid code on your Xbox 360 console, you have not filled in all your account information. If you do not complete your account information, you cannot redeem a prepaid code.

Solutions

To resolve this problem, try the solution that applies to your scenario.

Scenario 1

Solution 1: Skip the affected section

If the video file is corrupted, you may be able to skip the affected section or sections in the file by using the chapter skip button. For more information about controlling playback, see Play DVDs on your Xbox 360 console.

If you still experience the problem, try the next solution.

Solution 2: Download the content again

If you downloaded the video file you’re trying to watch from Xbox Live Video Marketplace, you may need to redownload it. For information about redownloading video content, see Buy and redownload content from Xbox Live.

If you still experience the problem after trying these solutions, contact Xbox Support by clicking the Contact Us link at the bottom of this page.

Scenario 2

You have to fill in any missing information in your account before you can redeem a prepaid code. Here’s how:

  1. Go to My Account.
  2. Under Payment & Billing, click Manage Payment Options.
  3. If prompted, sign in using your Microsoft account (also known as Windows Live ID).
  4. Check the information associated with your payment options. Fill in any missing information.
  5. Return to My Account.
  6. Under Payment & Billing, click Billing Contact Information. Fill in any missing information, and then click Save.
  7. Try to redeem your prepaid code again.

If you still experience the problem after trying these solutions, contact Xbox Support by clicking the Contact Us link at the bottom of this page.

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