Cannot change son's gamertag

Joseph's Dad · Apr 25, 2023

I want to change my son's gamertag. I therefore logged into xbox.com with his Microsoft account credentials and attempted to change the gamertag in his profile. I selected a new name, which was accepted.

This prompted an e-mail from Microsoft to my own address, requesting permission to change his gamertag. I responded in the affirmative and was told that there would be a fee of $9.99 to change the name.

I therefore loaded £10 GBP onto his account using my credit card. This sum is now showing correctly on his account as a credit (NB: £10 > $9.99).

Subsequently, I logged back into his account and attempted to change the gamertag again. The new name selected was again approved and claimed.

When it came to the payment option, I clicked on the default, which was to pay the fee from the account credit. However, this option failed, with the following message: "We’re having trouble processing your payment and we’d like to get it sorted out". I have been round this loop multiple times.

Options to speak to a person in Microsoft also fail. The assistance bots have been useless in solving the matter and just refer to the stock instructions for the process described above that I already tried to follow.

Any help, please?

:)

Joseph's Dad

Hi there, thank you for this. The process that I described above failed yesterday but worked today, so I guess there must have been some sort of fault in the system yesterday.

CarTzy

Hello Joseph's Dad,

We are glad to know that everything is working now.

Please do not hesitate to ask the community anytime just in case you have any questions in the future.

CarTzy

Hi Joseph's Dad,

Greetings!

Thank you for posting in Microsoft Community.

Before following our steps, make sure that you’re signed in to the same account through which you’re attempting to make your purchase. Check and make sure that there are no outages that might be affecting Xbox purchases.

Get help with purchase errors

If you’re having trouble completing an Xbox purchase, try our solutions to resolve your issue.

Get help with purchase errors | Xbox Support

If everything else fails, please request a callback from our support by following the steps below

Please use this link: Contact us | Xbox Support
Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
If not, please select the country/region it is showing and select the correct one among the list.
Make sure to use to check the available contact times of the support.
Select the "Contact Us" button
Select the drop-down menu options that will match your concern.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.

We're looking forward to hearing from you. If there are any inquiries about our description or if there are any misconceptions, do reply to the post.

Chargersbride

https://support.microsoft.com/en-us/help/4028117/xbox-change-your-gamertag hope this helps

XBF Chris J

Hello Rye,

Thanks for keeping us updated. Where exactly are you trying change your sons gamertag? There are a couple platforms you could do this on. You can change gamertags on the console or on the website. I recommend trying the alternative method to the one you
have been attempting to see if the issue persists.

How to change your Xbox gamertag

If you have been trying from the website, then you can also try using a different browser or a different device entirely.

Hope this helps!

Cannot change son's gamertag