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Troubleshoot redeem gift card and code issues

If you’re having trouble redeeming a 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.

Purchase and Content Usage: up and running
2018-12-15T11:39:35.8976771+00:00

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 invalid code errors.

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.

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.

Are you getting an error message with an error code?

If you receive an error message with an error code when redeeming a prepaid 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:

Error messageSolution
Something went wrong. Sorry about that. Give it a try in a whileCheck 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 prepaid code on Xbox OneRedeem your code online at Redeem Code.
An error has occurred during the transaction. Please try again laterCheck the Xbox Live service status. If you see any issues on the status page, try to redeem the prepaid code later.
Please enter a valid codeTry 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:

  • On your Xbox 360, go to Settings, select Account, and then scroll to Your Memberships.
  • On your Xbox One, press the Xbox button to open the guide, select System > Settings > Account, and then select Subscriptions.
  • On a PC, go to Services & subscriptions in your account.

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 prepaid 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 cardAll 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 prepaid 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:

  • Code for an Xbox subscription
    Check Services & subscriptions from a PC to see if the subscription has already been redeemed with your account.
  • Code for a Microsoft gift card
    Check your order history from a PC to see if the Microsoft gift card has already been redeemed with your account.
  • Code for game content
    Check your game library from a PC to see if the game is there.

Still having problems?

For more info about troubleshooting gift cards and codes, see Redeem a gift card or code to your Microsoft account.

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