Having issues with a Prepaid code? We've got you covered here!

What's up fellow Xbox Gamers,


Have you recently received or purchased a prepaid code for a game title or a subscription and are having some problems redeeming that code? We'll you've come to the right place! We've got you covered with some of the error codes you may see on the console and are here to break them down for you with some steps to get those issues taken care of. So let's get started.


First off, you'll want to make sure that you're attempting to redeem your prepaid code properly. The steps for doing this can be our on our How to Redeem an Xbox prepaid code guide. Specifically, this guide will show you how you can redeem a code on an Xbox console as well as on Xbox.com and the Xbox App for Windows 10.


If you try those steps and are seeing an error though, take a look at some of the common errors we have listed here, as well as the troubleshooting steps to see if they help out.



Error Code/Message: Xbos 3012 

Description: This error is common with codes that were for a region that you may not be located in physically. Or it's possible that your account information is not up to date with the country you're physically located in.

Solution: Make sure that you are connecting from a region for which the code was designed for and ensure your account information is fully up to date by checking account.live.com. Should you need to migrate your region to the one you're currently located in from an older or inaccurate one, you can learn how to do this from our guide here. How to update your Microsoft account if you're moving to a new country or region



Error Code/Message: Xbos 3011

Description: This error can occur if you're adding an Xbox Live Prepaid code to add additional subscription time, that would extend your membership past the prepaid subscription cap of 36 months. 

Solution: The maximum amount of time prepaid for Xbox Live accounts is 36 months. You'll need to wait a bit until the time runs down before you can add an additional code. You can see how much time you have left on your subscription by checking commerce.microsoft.com and clicking on the Subscriptions tab.



Error Code/Message: Xbos 3022

Description: This error will occur when a code which is being redeemed has passed its expiration date. 

Solution: Many Xbox Live codes or tokens have an expiration date which is listed near the code itself. You'll need to reach out to the retailer where the token or code was purchased for assistance. 



Error Code/Message: Xbos 3015 or "OfferingPurchaseOffersError"

Description: This error can occur if you're trying to redeem a prepaid code and there is a current balance owed, or something is pending on the account. The first pending action needs to be finished before a code can be redeemed on the account. If your Xbox Live account is currently suspended, or you have a past due balance on your subscription. You won't be able to redeem a token until that's resolved.

Solution: If your Microsoft account is suspended, see our guide here for steps to resolve the issue. Your Xbox subscription is suspended. Do you have a balance due on your Microsoft account? You can’t use prepaid codes if your Microsoft account has a balance due. For more information and steps to resolve the issue, please see How to pay a past due balance for an Xbox subscription


Error Code/Message: "CatalogSkuDataNotFound"

Description: This error generally will occur when the content purchased that is trying to be redeemed to the account is not available in the region where it's being redeemed.

Solution: Seek assistance from the retailer where the code was originally purchased for additional help.



Error Code/Message: Xbos 4000

Description: This error will occur when the content purchased is not available in the region where it's being redeemed.

Solution: Seek assistance from the retailer where the code was originally purchased for additional help.



Error Code/Message: PrerequisiteMissingProfile

Description: This error will occur if the account which is redeeming the code has missing information on the account profile, which is needed to properly redeem the code and apply the proper entitlements.

Solution: Please check that your account information is accurate and fully up to date at account.live.com.


This is just a short list of possible error codes that you may see when trying to redeem a code onto your account. For more information and troubleshooting steps, please check out our guide for Xbox prepaid code troubleshooting.


As always, we're happy to help on the Xbox forums, just create a new post in the Xbox Live Support section.


Happy Gaming!

 

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Last updated October 7, 2018 Views 920 Applies to:
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