Bought Gold membership and points when I went home - can't sign in and points are gone

So I'm an American living in Taiwan.  I bought my Xbox last year on a visit home, and got my Gold subscription in the States.  When I brought my Xbox back to Taipei I had no issues at all.  I wanted to buy Points, but I did research and I didn't like my chances of being able to get them while in Taiwan.  

Last week I went back to the US to visit again, and decided it would be a good time to buy another year's subscription to Xbox Live, and also get some points.  While I was back, I purchased 8000 points (hopefully enough to last me a year), and a year's subscription.  I redeemed the codes while I was in the US, and got confirmation emails for each of them.  The Xbox Live website also showed my points on the account.

I got back two days ago and finally got around to playing Xbox today.  I was hoping to check out some DLC's that I could now purchase, but wasn't able to sign into my account.  The message I get each time is this"

 

"Your Xbox LIVE membership information isn't valid.  Please use a profile that contains a valid membership or recover your profile from Xbox LIVE."

 

I checked my account and all of my points are gone...not a trifling matter as 8000 points set me back $100.  I was going to recover my profile, but none of the reasons for recovery had anything to do with me.  More importantly, I'm out 8000 points, and I haven't received any emails as to why.  Can anyone help?

 

Question Info


Last updated July 5, 2018 Views 0 Applies to:

Update: Account recovery worked, but my points are nowhere to be found.  I checked my history and it said I had been playing FIFA 2011 on 7/15 (I don't own the game).  Checking my purchase history, I have two purchases on 7/15: one for "GOLD PACK" and one for "PREMIUM GOLD JUMBO."  Clicking on the links leads me nowhere, so I have no idea what game this is for.  

Did someone steal my account?  I have no idea how anyone would have gotten my password, but I've got at least one Xbox live friend I never had before.  I've changed my password to be certain, but I'm a bit confused as to how all of this happened.

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If you're seeing purchases listed on https://billing.microsoft.com that you do not believe you paid for, then you'll want to call phone support to get things straightened out. You may also want to check your download history on the console (which is under 'Manage Account' in 'My Profile'), and ask anyone who may have access to your profile if they've purchased anything on LIVE.

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