Account migration issues - Account region and dashboard not updating!

I have posted a few comments on other posts from other users and I have been told that I should start a new thread as they were old threads!

So here is what happened; I waited years for Xbox to allow account migration and I was so excited when I first tried to change regions! However I have come across lots of issues and will list to the best of my ability what, so far I have done to try get my account migrated to a new region:

I moved from the UK to Australia! I followed the instructions to migrate my account and got the SUCCESSFUL ACCOUNT MIGRATION email BUT the dashboard and market place were for the wrong region (wrong region apps and currency). I have been in touch with Xbox support online three separate times and wasted probably 2 hours of both their time and mine!

I'm going to try a few more things later and I have been escalated in the Xbox support tier system they have. I know that all my games are cross region ok and most of them I purchased here in Australia (and played on a UK account).

The account migration feature is excellent (I have waited almost 4 years for it) but I wish Xbox could work out a solution.

I have tried:

System cache>delete

Profile>Delete

Profile>Download>console

Profile>download>USB

Cache>clean again x 5

Power off> wait 30 minutes >power on

In all combinations shapes and ways!

I know that another account I have (free one) with Australian created account works first time!

Now I have just gone in and deleted my old credit card details from the UK bank, as I want to use an Australian bank card! As I live in Australia.

I have now found out that my billing address and contact details have reverted back to a place a used to live years ago in the UK, not even the correct details for the credit use to purchase the latest UK subscription to Xbox live (well dodgy!). This means that they have kept my payment details on record and somehow reverted back to them! Not sure I like this! I also cannot no change the local region on the website! I could do this a few days ago and now it's stuck on the UK as the website region! If I try to add a new credit card it comes up with the UK by default and it can't be changed. So I am now in the situation of not been able to change anything or access the Australian download content. Looked at trying re-migrate the account and no surprise I can't because it worked last week and you can only migrate once every three months (maybe they should allow it more than once in a 48 hour period, to try fix these issues).

After reading the other posts I hope to get a speedy fix, but I know some guys have waited months and got nothing sorted. It's only been 3 or 4 days but I'm not going to hold my breath!

 

Question Info


Last updated July 5, 2018 Views 343 Applies to:

I'll have to type this in again as Xbox signed me out....

I have just confirmed that I can log into the Australian Xbox website and the region states Australia, but as soon as I try to add a payment method it changes the region to the UK again. There is nothing I can do to change that, I have deleted all other payments so that not the issue, and I cannot therefore enter an Australian payment details! So I need a member of Microsoft/Xbox to log in and change the database (deleting my old details would be nice too). How hard could it be? delete>clear cache> enter new!

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I have just checked in the Microsoft account details (https://commerce.microsoft.com) under "subscriptions" and it now states that the "Switch Region Offer" is cancelled! Maybe Xbox did it but it would be nice to know!

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Hey Lucky, 

If you are having trouble adding a payment option, we you are going to have to get a hold of phone support.  They will be able to get that update for you. 

Thanks. 

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But that is not the answer to the original question >Account migration! I should be able to setup a new payment if my region was correct! And I don't want to use a different region credit card and still have to buy from the UK market. I would rather buy nothing and save my money and buy something else. Thanks for the help but it not the answer to my problem with my account!

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Hey Lucky. The reason I suggested phone support was because you said that you have gone through the proper region migration steps, and when you checked out commerce.microsoft.com, it told you the "Switch Region Offer" was cancelled. You also asked for us to make the change for you, which is not possible unless you contact phone support.  Are you sure you changed your region both on your console, as well as on your Microsoft Account?

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I have received a SECOND email from MSFT Microsoft to confirm that my account switch transfer has worked. And YES it has worked. Please note in the time between the issues as per:

forums.xbox.com/.../438878.aspx

and the fix I did the following......Confirmed it was at the Microsoft end and connected them again via the online support chat function via contact us link. I had also set up new forum post as requested by Microsoft:

forums.xbox.com/.../2431541.aspx

(This post)

I noted that the switch region offer within the account settings had been cancelled, the Microsoft support guy was really good and he also added my very detailed description within my forum post to my case notes.

End result I still have 2 region tabs under my commerce account (just checked for you) but now my current Xbox region is the correct one, dashboard is now correct and currency is also correct. Microsoft also supplied codes for me to put back on my remaining Xbox Live subscription time.

BTW - I can confirm the issue was not at my end! But at the Microsoft end! They fixed it after I contacted them using the online chat support and I am very happy. Thank you Xbox support team :D The online support guy "Keith" gave me excellent service and the problem was resolved from their end within a few hours.

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Hey Lucky, glad to hear it got worked out for you! :D

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I'm having the same problem here. I even created another thread (forums.xbox.com/.../4391896.aspx) some time ago but, so far, the problem was not solved. Calling on the phone support is the only solution?

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