0x80169CF9 error redeeming 12 month Live subscription

Xbos-0x80169CF9

cd99411b-653e-48e3-aa3a-8f718034bc96

2014/02/07 - 15:11:03 UTC

I get this error from redeeming an online code purchased from microsoftstore.com (from the order email I received)

http://www.microsoftstore.com/store/msusa/en_US/pdp/productID.288505400

I updated my billing information after I purchased this code because I noticed it had not been updated in years (because it's usually not very easy to change it), however purchasing this code with PayPal should of pushed the correct billing address on account
with PayPal (which now matches my Xbox account's billing address).

I tried activating the code through xbox.com first, got this error, then tried to activate via an Xbox360 (which gave a "Cannot use this form of payment" error).

I would like to get this resolved before the end of February to retain my tenure. My gold account expires on 03/02/14

:)

 

Zoo Tycoon

I purchased and have received and redeemed the codes for the games but seem to be getting an error code trying to redeem the 12 Month Live code.

Xbos-0x80169CF9

Any ideas? It just suggests trying again later.

 

0x80169CF9 error redeeming 12 month Live subscription



I posted this to the fixed thread under Xbox 360, but I figure it might help out on XBOX ONE as well...

I BELIEVE THIS TO BE THE ISSUE AND RESOLUTION, NEEDS FURTHER TESTING!

This error, as they said, is related to billing addresses, but as I found out myself,
IT SLIGHTLY DIFFERS FROM THE XBOX WEBSITE AND YOUR CONSOLE. The difference is, the billing form
on the XBOX website for your address has 2 address lines (one for the house address, the second for apartment/condo/suite), but the
XBOX console billing has only 1 address line. I live in an apartment complex, so when I moved between my last time I had to update my XBOX Live subscription to now, I just changed the address on the XBOX website,
putting my building address as Address 1, and my apartment number as Address 2. This however does
NOT transfer correctly to your billing information on the XBOX Console, as it only transfers Address 1.

I went on my XBOX Console, and saw that it only had my building number on the address line, so I added my "Apt. ###" and then rebooted my console (just to be safe, and give it enough time to propagate the info
on the XBOX servers.) I then attempted my prepaid card again, and it worked!

Later, I checked the XBOX website and it had changed my Address 1 line to what it was on my Console (with the "Apt. ###" added at the end), but left the Address 2 "Apt. ###" as well.

So, who knows, this might help someone else who is having this issue.

 

You are now chatting with 'Cristina M.'

Cristina M.: Hello, thank you for contacting Xbox Customer Support. My name is Cristina M.. Please give me a moment to review your question.

Cristina M.: Hi, Kyle. I hope you are feeling well today. I understand that you are having issues redeeming a prepaid code for a subscription. To make sure that I’m looking at the right page, may I please ask for the gamertag and e-mail address associated with
the account we are having issues with?

Kyle:

Kyle: *****************

Cristina M.: Thanks! One moment please.

Cristina M.: May I have the code you are trying to redeem?

Kyle: sure one moment

Cristina M.: Thanks!

Kyle: ******************************

Cristina M.: Thanks you. Let me check this one.

Cristina M.: May I know is this is an electronic type of code?

Kyle: yes

Kyle: I purchased it from the microsoft store online, they have a $20 discount...

Kyle: order number 9***********

Cristina M.: I understand. I'm checking on the code now. Have you tried to redeem it on your console?

Kyle:
http://www.microsoftstore.com/store/msusa/en_US/pdp/productID.288505400 this is the page i ordered from

Kyle: yes

Kyle: it said the type of payment was invalid

Kyle: which, the type of payment was a prepaid card

Cristina M.: Are you using an Xbox 360, Kyle?

Kyle: yes

Cristina M.: Could you please confirm if you followed the steps below to redeem the code on your console.

Cristina M.: 1.Sign in to Xbox Live using the account for which you want to use the prepaid code.

Cristina M.: 2.Press the Guide button on the controller.

Cristina M.: 3.Go to Games & Apps and select Redeem Code.

Cristina M.: 4.Enter the 25-character prepaid code and select Done.

Cristina M.: 5.When prompted, click Yes to confirm the redemption.

Kyle: ive tried that, it says "invalid payment"

Kyle: unless you changed something

Kyle: because currently I am at work and not near my console

Cristina M.: I checked on the prepaid code and it states here that it is "activated." It means that it should be redeemed just fine. but let me check on your account as well.

Kyle: scuse me "invalid payment method"

Kyle: should i try on
xbox.com again?

Cristina M.: Let me check on the account first. Thanks.

Cristina M.: Let me see if there could be something on the account causing the issue.

Kyle: I have verified all of my addresses and payment options (both paypal and debit/credit card)

Cristina M.: May I know if you redeemed prepaid codes before or 2 12-month subscriptions while a current subscription was still active under your account?

Kyle: no, i buy a 12 month prepaid card every February or march because they go on sale around then, and that's when my previous year is set to expire

Kyle: well, yes and no, i only buy 1 prepaid 12 month card at a time

Kyle: but i HAVE used a prepaid before

Cristina M.: I see. So you wait for the subscription to expire before redeeming a new one, correct?

Kyle: digital and physical

Kyle: well, at least a couple months, i dont want to lose my tenure

Cristina M.: Okay, thanks for that information, Kyle. What I'm going to do here is to create a report on the case and forward it to a higher support department.

Cristina M.: They would investigate on the case and will directly contact you regarding the resolution of the issue, okay?

Kyle: Ok, can you please note that I would like this resolved before
March 2nd, I do not want my tenure to lapse

Kyle: Please?

Cristina M.: I will give you later the turnaround time of the case. This should be longer than 7 days, but I will also put that in my notes. Please stay on chat while I finish the report, okay?

Kyle: Ok. Thank you

Cristina M.: You are most welcome. May I please have the best phone number and e-mail the Advocacy Team can use to contact you?

Kyle: **********

Cristina M.: Thanks Kyle. How about the e-mail address?

Kyle: ***************

Kyle: sorry

Cristina M.: It's fine. We're almost done here.

Cristina M.: Thank you very much for the information you have supplied me, Kyle. I am now all set to sending the report., I will make sure that the report will be escalated to the right department.

Kyle: Thank you

Cristina M.: The Advocacy Team should contact you about the case within 4 days. If more info is needed, they will reach you through your phone. Your contact details are ************ and
************, right?

Kyle: yes

Cristina M.: Thanks for confirming that one. Please keep as well the code that you have, okay? Also, your service request number is 1234584478. Take note of it for future reference. Consider this issue resolved on my end as I have already forwarded the case
to the right department. Would there be anything else I can help you with today?

Kyle: Nope, just want to continue my service

Cristina M.: Thank you for your cooperation on this, Kyle. Rest assured that the case will be attended to by the right people. One more thing before we end the chat session, kindly do me a favor by clicking on the "CLOSE CHAT" button above the chat window.
I would greatly appreciate it.

Cristina M.: Again, thank you for contacting Xbox Chat Support. Have a good one.

Kyle: You too

Cristina M.: Please make sure that you click on the CLOSE CHAT BUTTON. Take care, Kyle!

 

Myra: Thank you for contacting Xbox Customer Support. My name is Myra.

Myra: Can I have your Microsoft account ID (email) and Gamertag?

you: ***************

you:

Myra: Thank you. Please give me a moment to pull up your account.

Myra: By the way, how can I help you today?

you: I had contacted support 8 business days ago about this issue, and they elevated it to a hire tier support, and said i would be contacted within 4 business days, but no one ever emailed or called me

you: i keep getting a 0x80169CF9 error on
xbox.com when redeeming a digital prepaid 12 month live card for my 360

you: when I try to redeem it on my 360, i always get a "Invalid payment method"

Myra: I do apologize for that but don't worry I can definitely check it for you. Kindly provide me your reference number please.

you: 1*******

you: I would like this resolved before the end of the month to make sure I keep my tenure

Myra: Thanks, Kyle. Please give me a moment to check on this one for you.

Myra: Still checking on it.

you: Ok, thanks!

Myra: Upon checking the case that's been created for you by the previous representative, I was able to see a feedback from our Tier 3.

you: And?

Myra: It's indicated here that this is a known issue that gives an error whenever the payment options on the account should be updated.

you: Everything is up to date

Myra: MS is now requiring customers to have updated payment options before they can redeem a token.

you: Credit card/billing address is the same as what is on file with xbox/microsoft

you: That was the first thing I did when it didn't go through correctly. I double checked everything and updated out of date information and tried again. Still had the error

Myra: Kyle, let me see what I can do about this.

you: Thank you

Myra: Let me send you a verification code now so that I can access your billing account info on our system.

you: ok

Myra: Code sent to your phone number.

you: *****

Myra: Thanks. Let me see it here now.

Myra: Kyle, thanks for patiently waiting. Before trying to redeem the code now, please check your billing account info on this link I will give you.

Myra: http://billing.microsoft.com

you: all the info under billing information is correct and current

Myra: Even your payment instrument?

you: The visa card on file is up to date, as well as the pay pal account

Myra: Alright. Please try to redeem the codes now, Kyle, using your console.

you: I am not at my console at the moment, I am at work

you: will doing it via
xbox.com not work?

Myra: How about on the website? Can you please try to redeem it?

you: sure

Myra: If it won't work on the website, please try to redeem it on your console when you're at home.

Myra: It should work since everything is updated, according to you.

you: Xbos-0x80169CF9 00773bfd-3ec3-4805-af2d-d1fbdff81880 2014/02/20 - 22:45:26 UTC

you: same error

you: I will attempt it at home then... What should I do if it doesn't work?

Myra: Alright, Kyle. Please try to redeem the code on your console when you head off home. If it still won't be redeemed, please contact us back and give this reference number to the next representatvie who will assist you and I will tell him or her what
to do next. Please hold on as I provide you a reference number.

you: Are there any "billing violations" on my account?

Myra: None, Kyle.

Myra: It's the one I looked first awhile ago.

you: Ok, I should be home in about 45 minutes to an hour. I will try then. Thank you for your help

Myra: Here's your reference number, Kyle. 1*******.

Myra: The next agent who will assist you will know what to do next if you cannot redeem it on the console.

Myra: Have a safe trip, Kyle.

you: Excellent. Thank you, have a good day

Myra: Should you need any further assistance, feel free to chat us back as we are available 24/7 or you may call us via 1(800) 4MY-XBOX or 1(800)469-9269.

Myra: Thank you for contacting Xbox Customer Support. Bye for now and take care always!

Myra: Take care.

 

I'm having the same issue. Apparently you can't stack xbox live codes. I have been informed by advocacy team to wait until existing code expires before redeeming new code !

 

What? How are you supposed to keep tenure then?

I thought you couldn't stack more than 36 months of Live? I only go 12 months at a time, purchasing a new subscription close to the end and only overlapping 1 month

 

This was the second **** real quick.

Maggie: By the way, when you tried to redeem the **** expires on the second of march, and I dont want to lose my tenure

Maggie: Oh. I see.

Maggie: Were you provided with a **** information, Kyle.

Maggie: Please ****.

Maggie:

Kyle:

Maggie: I will forward a proper documentation to their case load and have them look at it closely and put it on a priority list.

Kyle: ok. So how long should I wait?

Maggie: It is usually a maximum of 4 days, Kyle but I will go ahead and put urgency to your request for I know how tedious it is on your part.

Kyle: ok thank you.

Maggie: You are welcome, Kyle.

Maggie: Just to make sure that we have everything correct, can you please provide me with a good contact email address and a good contact phone number which they can contact you?

Kyle: <redacted>

Maggie: Got it! Thanks.

Maggie: Thank you for patiently waiting, Kyle.

Maggie: I have completed the ticket and here is your reference number, <redacted>.

Kyle: Thank you for helping.

Maggie: Please expect to be contacted by our Advocacy Team in the next 4 days or as soon as possible via phone or email.

Maggie: I am very positive that this action will help us resolve your concern today.

 

I BELIEVE THIS TO BE THE ISSUE AND RESOLUTION, NEEDS FURTHER TESTING!

This error, as they said, is related to billing addresses, but as I found out myself,
IT SLIGHTLY DIFFERS FROM THE XBOX WEBSITE AND YOUR CONSOLE. The difference is, the billing form
on the XBOX website for your address has 2 address lines (one for the house address, the second for apartment/condo/suite), but the
XBOX console billing has only 1 address line. I live in an apartment complex, so when I moved between my last time I had to update my XBOX Live subscription to now, I just changed the address on the XBOX website,
putting my building address as Address 1, and my apartment number as Address 2. This however does
NOT transfer correctly to your billing information on the XBOX Console, as it only transfers Address 1.

I went on my XBOX Console, and saw that it only had my building number on the address line, so I added my "Apt. ###" and then rebooted my console (just to be safe, and give it enough time to propagate the info
on the XBOX servers.) I then attempted my prepaid card again, and it worked!

Later, I checked the XBOX website and it had changed my Address 1 line to what it was on my Console (with the "Apt. ###" added at the end), but left the Address 2 "Apt. ###" as well.

So, who knows, this might help someone else who is having this issue.