You may see the following error code and message when you try to make a purchase on Xbox Live:
Can't retrieve information from Xbox Live.
Status code: 80190821
This may mean that there is a problem with the payment method. For example, a credit card payment could not be authorized.
This issue can also occur if your credit card company performs security checks on your account before the payment is authorized.
To resolve this problem, try the following solutions:
Solution 1: Check the status of Xbox Live
During scheduled system maintenance or unforeseen Xbox Live issues, some Xbox Live features may not be available. To determine Xbox Live, see Service status.
Solution 2: Test the Xbox Live connection:
To test your connection to Xbox Live, follow these steps:
Solution 3: 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 4: Contact your bank or financial institution
The Xbox Live purchase might have failed for any of these reasons:
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 5: Try your purchase again later
The Xbox Live purchase might be blocked for any of these reasons:
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 6: Use a prepaid Microsoft Points or membership card if available
As an alternative to using a credit or bank card, you can purchase a prepaid Microsoft Points card from a retailer 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.
Solution 7: Confirm that you are using an approved payment method
You can use Visa, MasterCard, or American Express cards in Windows Phone Marketplace as long as they allow international purchases. Even if your card displays a Visa or MasterCard logo, it is possible that it's not approved by your bank or issuing 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 not currently accepted by Windows Phone Marketplace.
If your credit card is an approved form of payment, try the next solution.
Solution 8: 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 still experience the problem, contact Xbox Support by clicking the Contact Us link at the bottom of this page.
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