Troubleshoot Xbox Live code redemption issues

Overview

Important You cannot use prepaid codes if your account is suspended or has a past-due balance. Contact Xbox Support to resolve any issues with your account. See the Assistance section at the bottom of this page for contact information.

Solutions

An error has occurred during the transaction. Please try again later.

Try to redeem the prepaid code later.

Can't retrieve information from Xbox Live. Status code: 80153022

Try these solutions in order:

  1. Confirm the location where your code was purchased. Some prepaid codes can be redeemed only in the country or region in which they were purchased.
  2. If there's a problem with your prepaid code, contact Xbox Support.

Can't retrieve information from Xbox Live. Status code: 801613fb

Wait 24 hours and try again. If the card does not work 24 hours after purchase, please take the card back to the retailer and ask them to activate it.

Can’t retrieve information from Xbox Live. Status code: 8016a04b

The prepaid code that you’re trying to use doesn’t match the country or region of your account.

Confirm the location where your prepaid code was purchased. Some prepaid codes can be redeemed only in the country or region where they were purchased.

Please enter a valid code.

Try reentering the code shown on your prepaid card. If you have correctly entered the code, contact Xbox Support.

This code cannot be redeemed under your current membership type.

Use this method to check your membership type:

Certain offers, such as a trial Xbox Live Gold Membership, are valid only if you have a free Xbox Live account.

Note If you have a 2-Year Xbox Live Gold Contract, you cannot “stack” your subscription with other promotions during the life of your contract.

This code wasn't activated by the retailer. Contact the store and have them activate the card.

Wait 24 hours and try again.

If the card does not work 24 hours after purchase, please take the card back to the retailer and ask them to activate it.

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