Account migration not working

Hi,

I have a long lasting problem and after numerous attempts to resolve this with the chat support, I hope I'll find someone here, who can help. So my live account has been created in Hungary, but I moved to Australia and bought an XBOX ONE here, set it up
with my existing account. I don't have any problems with the ONE purchases, but I have issues with the backward-compatible (Xbox 360) purchases:

1. They only can be purchased with the HU payment method

2. Or they cannot be purchased at all (like the current Lego Prates of the Caribbean game - Something went wrong. Sorry about that. Give it a try in a while.)

The ONE titles can be bought with my AU payment method without any problems.

The problem is (I assume) that the "Xbox 360 part" of my account is still set to HU, and I supposed to migrate it, but the migration never succeeded in the last year, whenever I tried, and literally no one was able to tell me why. I tried it here: Sign in to your Microsoft account
always the same error: "There’s a problem completing your move right now. Please check the Region Change Support Page to make sure it will work for you, and try again later"

The console is set to AU, my Live account is set to AU, I checked the list, what could prevent me from migrating, none of those apply to me (). It is absurd that I have to maintain a payment method in a country that I don't live in anymore just to have the
slight chance to purchase a backward-compatible title, and even this doesn't always work. I don't really understand why the Xbox360 purchases have to be handled differently within the same account. I'm quite desperate after at least 10 unsuccessful chat support
attempts (always starting from the beginning of course, answering the same questions all the time), they just don't know the answer and refuse to escalate it despite it's been a problem for me for a year now, and I cannot get the same value with my GOLD subscription
because of this error.

Any advice would be appreciated.

Thanks,



:)

 

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Hi there,

have you tried Phone support too?

Via these details: Customer Support

If anyone they should be able to assist.

 

Your account holds the same region for both systems xbox 360 and xbox one. I advise you to check your account region for chances are is set in another country. To get 360 games both your accounts' region and the country region should match.

For more help on this issue contact xbox support account section.

To call support :
Customer Support

 

The accounts region is Australia, the consoles region is also AU, but if I try to even look for the price of an Xbox360 title, it switches to Hungarian and accepts HU payment only. That is not the case with ONE titles. Thanks for the advice, I try to call
the support (honestly I thought that the same personnel sits behind the chat and the phone)

 

Please check what country is shown in the Country/Region field on this link:
https://live.xbox.com/Account/BillingAccountInformation if it shows Hungary, then the account wasn't migrated to Australia yet.

Use the steps on this link Sign in to your Microsoft account (same as you mentioned) to check the steps again, also check the following link for the restrictions etc: support.xbox.com/my-account/microsoft-account/update-microsoft-account-country-region

If that all fails, contacting Xbox Support by Phone is the best option left

 

Hi,

Thanks all of you for your help, the phone support escalated my issue, and the second level support migrated my account. My Gold subscription had to be cancelled and I got a redeemable code for the remaining time. I should have started with the phone support
and shouldn't have bothered with the chat support at all. Thanks again!

 

You're welcome and good to hear the issue is (being) solved