Xbox Live prepaid code, gift card, and promotional credit FAQ

Common issues

How do I redeem a code or gift card on my Xbox One?

To redeem a code or gift card:

  1. Go to the Home screen.
  2. Press the Menu button on the controller.
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Note You can say “Xbox, go to settings” from any screen, but you’ll need a controller to navigate once you’re on the Settings screen.

  1. Select Settings.
  2. Select Subscriptions, and then select See Xbox Live Gold details.
  3. Select Use a code, and then select Or enter the 25-character code.
  4. On the “Enter your code” page, enter the 25-character code.

Your credit will appear in your account shortly.

How do I redeem a code or gift card on my Xbox 360?

To redeem a code or gift card:

  1. Sign in with the gamertag that will redeem the code.
  2. Scroll right to Settings and select Account.
  3. Select Redeem Code, and then enter the 25-character code.
  4. Select Done.

Your credit will appear in your account shortly.

I haven’t received my game, promotional credit to my Microsoft account, Xbox gift card, or digital item from the subscription offer

Codes for downloadable games, digital items, and promotional gift cards are sent to the email address tied to the Xbox Live account at the time the code is sent. In most cases, these codes are sent within 10 weeks of the offer expiry date.

If you still haven’t received your item after 10 weeks, contact Xbox Support. Be sure to check your email program's junk folder or spam filter.

Note Valid email required; any promotional redemption code or gift not redeemed or claimed, or returned as non-deliverable, will not be re-sent. Microsoft will not be responsible for any late, lost, misrouted, or non-delivered emails—or any other network, Internet, or other computer or communications-related failures—caused by events beyond the reasonable control of Microsoft.

Do promotional credits to my Microsoft account or Xbox gift cards expire?

Xbox gift cards expire. Check the card for the expiry date.

If you received a code for credits via email, check that email message for the expiry details on each specific offer. Promotional redemption codes will be sent to the email address tied to your Microsoft account.

Credits may also be deposited directly into your Microsoft account. This direct deposit will generally occur within 10 weeks, and you will not receive a confirmation email.

I signed up for an offer, and I didn’t receive an email confirmation

All emails will be sent to the email address tied to your Xbox Live account, in most cases within 10 weeks after you’ve agreed to the offer. A valid email address and Microsoft account are required. Also, check your junk email filters and folders for email delivery. If you still haven’t received your confirmation, contact us.

To view or change the contact email address listed in your Xbox Live account:

  1. Sign in to your account on Xbox.com.
  2. Tap or click My Account (which appears right under the profile name).
  3. On the My Account page, tap or click Security, family & forums.
  4. Click or tap Contact preferences in the left column.
  5. Enter a new email address if the one listed is incorrect or out of date.

If you signed up for the Xbox 360 Entertainment For All Plan and have lost or misplaced your activation code or barcode, contact Xbox Support.

Can I still buy an Xbox Live Gold Family Pack?

Unfortunately, the Xbox Live Gold Family Pack is no longer being offered.

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