If you are having issues purchasing, LOOK HERE

Here is my situation- I added a $50 prepaid card to my account last Friday 12/13. Prior to adding that card, I had been adding prepaid cards periodically for about a month and using them to purchase in-game consumable content in Madden 25. Hadn't had any issues doing this for that entire month. I was purchasing them at a local grocery store because I get 4x reward points that give me discounts on gas. Anyway, after getting the same message as a lot of you, "Unable to authorize this payment menthod. Please change or add a new method of payment or check your billing address. If you have questions, your financial institution would be the one to ask" or whatever. I opened a chat case with a rep who said they didn't see anything wrong but they would escalate it to the Advocacy team. The next day, my birthday, i tried to purchase thinking it was the Xbox live issue that was causing my problem on Friday. Still not able to purchase. I call customer support and walked through a bunch of steps that didn't work. I was re-assured time after time that it wasn't anything on my account. Day after day I continued to call and chat with support reps until Tuesday when I received an email from an Advocacy team member stating that my account was re-enabled for purchasing. That was welcomed news but about 15-20 minutes later I got another email from a different rep in Advocacy who stated my account is still locked, as it is being investigated for suspicious activity. I forwarded the first email to the second rep, stating I had already been told my account was good to go. About an hour later, I got another email from the second rep saying that after further review, my account would still be locked and she apologized I was misinformed. I called in to a rep to actually speak to someone and was told that the phone reps basically have no say in what happens with the Advocacy (tier 3) reps. I was told by the phone rep to hound the Advocacy rep with emails until it gets resolved so I sent 2-3 emails insisting they tell me why my account was locked down and I was unable to use my fully-paid for Microsoft credit. Today I got a third email from the second rep that emailed me stating that she would have the issue re-evaluated. A few hours after that I got an email from a third member of the Advocacy team who stated that after thorough review, no suspicious or fraudulent activity was found and my account would be re-instated. I responded with a thank you. I got another email about an hour after that from a 4th Advocacy rep confirming my account would be able to purchase within 24-48 hours of her email. I will wait until tomorrow (24 hours +) and see if I can purchase. Good luck to everyone having this issue.

 

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Last updated July 4, 2018 Views 0 Applies to:

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Good to hear you finally got it resolved. Well, maybe. Time will tell, but it's looking good. :-)

Xbox Forums moderator. Xbox MVP. r/xboxinsiders moderator. Twitter: @13mxn

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hope they do the same for me. I have the same problem

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Same here. Im calling support in 10 mins as soon as Im home from work. Good news for sure

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Well, I called and apparently my case was still open. First support guy said Id be contacted by email within 24 hours. Its been 4 days. Girl I talked to just now said she didnt know why he said that, it takes 5 days for them to contact you and that she couldnt find one thing wrong with my account either. Everything checked out fine. She was a sweetheart and gave me 1 month free XBL, but that only eases the pain slightly. Ill give it til tomorrow, and I better have some sort of resolution because this is ridiculous. With the amount of cards Ive bought since Ive been a XBL subscriber, Im sure Ive put plenty of the company's owner's kids through college...and this is how IM repaid. BS man

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I feel your pain.  I'm waiting on the email.  They told me 2 days.  Huh...

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yea i have been having problems for over a week and someone is suppose to call me tomorrow to help me add my paypal account to fix my account.. i get the same message as OP when trying to use the money in my microsoft account but get a error code a when trying to add a new payment method on it

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As expected, I am still not able to purchase. This is after a week of the same issue and 3 emails from separate Advocacy reps stating I would be able to purchase. I somehow think this is more of a system glitch they don't want to admit then an actual fraud block.

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This is ***. Could not have come at a worse time. Couldnt they wait til AFTER the holiday sales to glitch their system?

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I faced the unauthorized payment method thingy... So, I chatted with one of the Xbox Support guys to help me with this issue, he asked for either my Gamertag, or my E-mail. I gave him my gamertag, then he said he can escalate it to the Adovacy Team, and by 2-5 days, the layout in my account changed, and I've tried to add my dad's CC, and it finally worked! Just try the Xbox Support chat if anyone's facing this issue...

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Ive called support twice. Im supposed to get an email from the advocacy team today with some sort of resolution...Ill give em til 6pm. If I dont get any response, theyll be hearing from me a 3rd time...And trust me: they dont want me to call a 3rd time. Losing my patience here.

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