Cannot purchase 360 Games, Problem on account, no help at all from support

MegaUltraMike · Jul 22, 2019

Hi, I'm wondering if anyone else has this problem, and if anyone has an actual solution to it. When I attempt to purchase or simply get a 360 game from Game Pass Ultimate, I receive a message: Microsoft Account Balances cannot be used in this purchase channel.
The only option is to add a credit card or cancel. Continue is grayed out.

The thing is, I can add and remove credit cards. I can purchase anything else other than 360 games. The problem is happening on the web and on the Xbox One. And on a 360 that lives outside my home. It's a problem on my account.

Support is useless. I've contacted numerous times, and they asked me to reset the Xbox fully and update software, etc. Anyway.. 3 months later and completely wiping everything out, I'm told "This issue cannot be escalated," which is... more than frustrating.
I'm about ready to get a megaphone and boycott all of Microsoft.

I have no way to change my default payment option, and support refuses to actually fix the issue. Is there anything at all I can do?

:)

SA1NT 0F LI3S

MegaUltraMike,

You need to make the purchase from an actual 360 console, first. Then, sign in to your Xbox One and it should be listed in the ready to install once you’ve bought and installed it onto your 360 console.

Thanks for coming to the forums!

PaperzMask

Hi,

Actually, I had this similar issue as just a few months back I was unable to claim X360 games with gold games. & MS customer support actually helped me out, I've used live chat to contact & they took around 15 mins & fixed the problem. the also asked me to
use VPN sometimes if I face this problem again.

now sometimes I use vpn & sometimes it works directly.

MegaUltraMike

Hi, thanks for your help. Yes, I can make purchases using a credit for all things except for 360 things. I've contacted Xbox Support at least 5 times, and it's been no help whatsoever.

Smwutches

The One/website have never been updated to see the Microsoft account balance as a valid payment option in order to buy 360 content (or original Xbox content). That would be something that would need to be updated by Microsoft.

When you add a credit card are you able to purchase the content with that payment method?

annix

If this is the problem I’m thinking you’re having, I may have a solution for you.

For a long time I was unable to purchase 360 games due to a weird glitch where it defaulted to my PayPal, which I no longer use. I would select the option to choose another payment option, but after selecting my credit card and continuing it would still
have my PayPal selected.

The solution I finally worked out was within my browser, rather than clicking on the change payment option a second time, I’d actually just hit the back button in the browser itself. From there I selected my card again, clicked the button to continue, and
voila. My correct payment method is now actually selected.

I’m not 100% sure if this is the same problem you’re describing, but hopefully you can try this and get it working for you. Let me know how it goes, cheers!

Cannot purchase 360 Games, Problem on account, no help at all from support