Cannot Redeem Xbox Games with Gold Backwards Compatibility titles on my Xbox One or Windows 10 ...

Fallonite · Feb 12, 2017

Hello,

I recently contacted Xbox Support about this issue, but I don't think they quite understood me.

I am having an issue where I am unable to buy or redeem games on my Xbox One or Windows 10 PC through Xbox.com. I get the error that states: "Sorry. Your account is unable to make this type of purchase on Xbox.com. Please complete this transaction on your
Xbox." This message appears regardless of the rating of the game. It happens when I try to redeem Monkey Island 2 SE on my Xbox, or when I try to redeem T rated or M rated games. My profile is a Child Account but it has no restrictions. I am only able to redeem
Backwards Compatible Games with Gold games with my Xbox 360. Attached is the screenshots from the Xbox Support representative. He says that these games can only be redeemed on Xbox 360 consoles. But I know I've heard Microsoft say that they can in fact be
redeemed on Xbox One consoles. Can anyone verify if he is correct, and if he is not, how do I fix the issue?

Thanks in advance!

:)

J3RS3Y DEVIL · Feb 12, 2017

Games With Gold November 2015

Games with Gold Titles Included in Backward Compatibility

When backward compatibility launches in November, all future Xbox 360 Games with Gold titles will be playable on Xbox One. That means Xbox Live Gold members now will get more free games to play each month on Xbox One.

www.xbox.com/.../backward-compatibility

maxen · Feb 12, 2017

cant redeem my game code

You may need to redeem the code on an Xbox One as it's oddly specific about where you redeem these codes. If you have the Xbox App on Windows 10 / iOS / Android you should be able to redeem the code on there too.

Note this might mean you cannot play the game on an Xbox 360, but you should be able to play it on Xbox One with backwards compatibility.

Let us know how you get on.

Misses Quinzel · Feb 17, 2017

Hey there, Fallonite!

We were summoned into your thread in /r/xbox. We do not offer support in that subreddit, but thanks so much for sharing your thread pointing here on our regular forums! Our normal support is done through /r/xboxone, for future reference.

That message appears on accounts that are child accounts. This is due to the age of the account, not the restrictions on the account. You can see this information on the Troubleshoot
Xbox 360 Marketplace purchasing support article, quoted below.

I'm getting the message "Your account is unable to make this type of purchase on Xbox.com. Please complete this transaction from your Xbox."
This error means that the Microsoft account that you're trying to use to make the purchase doesn't have the ability to make the purchase.

Child and teen accounts are prevented from making purchases in the Xbox 360 Marketplace. Changing your Microsoft account age or your purchase settings won't resolve this issue.

To resolve this issue, purchase or download the content on your Xbox 360 console.
Click to expand...

So, while yes, the chat agent did properly let you know that you would need to make these purchases on an Xbox 360, it was not fully explained why.

Hopefully that helps clear things up for you! Please do post back and let me know if you have any further questions. Note that we do not work over the weekend, so I will not be able to answer until Monday.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

Fallonite · Feb 19, 2017

Hey there, !

We were summoned into your thread in /r/xbox. We do not offer support in that subreddit, but thanks so much for sharing your thread pointing here on our regular forums! Our normal support is done through /r/xboxone, for future reference.

That message appears on accounts that are child accounts. This is due to the age of the account, not the restrictions on the account. You can see this information on the Troubleshoot
Xbox 360 Marketplace purchasing support article, quoted below.

I'm getting the message "Your account is unable to make this type of purchase on Xbox.com. Please complete this transaction from your Xbox."
This error means that the Microsoft account that you're trying to use to make the purchase doesn't have the ability to make the purchase.

Child and teen accounts are prevented from making purchases in the Xbox 360 Marketplace. Changing your Microsoft account age or your purchase settings won't resolve this issue.

To resolve this issue, purchase or download the content on your Xbox 360 console.

So, while yes, the chat agent did properly let you know that you would need to make these purchases on an Xbox 360, it was not fully explained why.

Hopefully that helps clear things up for you! Please do post back and let me know if you have any further questions. Note that we do not work over the weekend, so I will not be able to answer until Monday.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.
Click to expand...

Hello,

Thanks so much for your support! So the only way this issue is resolved is to wait until the child account's age turns it into an adult account? You can't change the age manually and enable it to download games from the marketplace?

Misses Quinzel · Feb 20, 2017

Hello,

Thanks so much for your support! So the only way this issue is resolved is to wait until the child account's age turns it into an adult account? You can't change the age manually and enable it to download games from the marketplace?
Click to expand...

You're quite welcome! I'm always happy to clear up these types of questions, as they can be confusing between Xbox One and Xbox 360.

That is correct; you will have to wait until the account's "age" becomes an adult in your region (this varies by region, but most are 18). We are unable to change the birthday manually on our end, as well. It's a permanent date set on the account, and no
one will be able to change that on the Xbox account at this time.

Note: The Microsoft Account is able to change the birth date, however this will not affect the Xbox account.

The best option on an Xbox One, until the account becomes of age, is to have an adult account make the "purchase" on the console or website, and then set the console that the child account is on as their Home console. This will allow game sharing and let
the child account access those games. Unfortunately, it means that the child account will not have the license for future use. I do apologize for any frustrations with that, and wish there was a better way.

Again, please let me know if you have any other questions!

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

Fallonite · Feb 22, 2017

Hello,

Thanks so much for your support! So the only way this issue is resolved is to wait until the child account's age turns it into an adult account? You can't change the age manually and enable it to download games from the marketplace?

You're quite welcome! I'm always happy to clear up these types of questions, as they can be confusing between Xbox One and Xbox 360.

That is correct; you will have to wait until the account's "age" becomes an adult in your region (this varies by region, but most are 18). We are unable to change the birthday manually on our end, as well. It's a permanent date set on the account, and no
one will be able to change that on the Xbox account at this time.

Note: The Microsoft Account is able to change the birth date, however this will not affect the Xbox account.

The best option on an Xbox One, until the account becomes of age, is to have an adult account make the "purchase" on the console or website, and then set the console that the child account is on as their Home console. This will allow game sharing and let
the child account access those games. Unfortunately, it means that the child account will not have the license for future use. I do apologize for any frustrations with that, and wish there was a better way.

Again, please let me know if you have any other questions!

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.
Click to expand...

I understand the situation fully now, thanks so much for the response!

I will just continue "purchasing" the games on my Xbox 360 until the account reaches 18, so that I have permanent access to the games after that point. If there's any way for you to reach the higher ups at Microsoft and tell them that a lot of people wish
their account could make the free games with gold purchases, please do so. I know of others in the community that want the same feature.

Thanks again!

Smwutches · Feb 22, 2017

For suggestions and feedback, you'll want to post or vote at Xbox Ideas, powered by UserVoice

Misses Quinzel · Feb 22, 2017

I understand the situation fully now, thanks so much for the response!

I will just continue "purchasing" the games on my Xbox 360 until the account reaches 18, so that I have permanent access to the games after that point. If there's any way for you to reach the higher ups at Microsoft and tell them that a lot of people wish
their account could make the free games with gold purchases, please do so. I know of others in the community that want the same feature.

Thanks again!
Click to expand...

Perfect! I'm happy I was able to explain it so clearly for you. Smwutches has got you covered with the
Feedback site, so definitely check that out. I'm positive it's already a suggestion there.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

DragonWyntir · Oct 31, 2018

Hi Misses Quinzel,

Any update on this issue? Will the 360 marketplace be pulled forward so that it has purchase parity with the XB1 titles. That huge BC sale is on this week, and I wanted to get my son a bunch of 360 titles for his XB1 (I bought him his own console for Christmas).
He's 9 years old, and I just tested it yesterday, and it still is not working.

I'd hate for him to miss out on a bunch of really cool sales. If it won't be fixed in time for the sale (I'm sure not), is this something on the roadmap for the future to be rectified? A properly unified store would be fantastic so that he can experience
some of the awesome 360 BC titles that he wasn't old enough to play years ago.

Thanks for all you and your team do for the community, it's greatly appreciated!

J3RS3Y DEVIL

Games with Gold Titles Included in Backward Compatibility

When backward compatibility launches in November, all future Xbox 360 Games with Gold titles will be playable on Xbox One. That means Xbox Live Gold members now will get more free games to play each month on Xbox One.

www.xbox.com/.../backward-compatibility

maxen

You may need to redeem the code on an Xbox One as it's oddly specific about where you redeem these codes. If you have the Xbox App on Windows 10 / iOS / Android you should be able to redeem the code on there too.

Note this might mean you cannot play the game on an Xbox 360, but you should be able to play it on Xbox One with backwards compatibility.

Let us know how you get on.

Mashmanlh345

Is it backwards compatible with xbox and windows 10? It usually is, so try and redeem on xbox and if not try on a windows 10 pc. Try and then download on your xbox. Hope this helps!

Onyx Is Here

What is the game you're trying to buy? If it's a backwards compatible title then you cannot use currency on your account to purchase it unless you're on an Xbox 360 console. Also, please be aware that not all backwards compatible titles are available
in all regions due to governmental restrictions. Although the Xbox One is a region free console this does not apply to backwards compatible titles

Fallonite

Hello,

Thanks so much for your support! So the only way this issue is resolved is to wait until the child account's age turns it into an adult account? You can't change the age manually and enable it to download games from the marketplace?

You're quite welcome! I'm always happy to clear up these types of questions, as they can be confusing between Xbox One and Xbox 360.

That is correct; you will have to wait until the account's "age" becomes an adult in your region (this varies by region, but most are 18). We are unable to change the birthday manually on our end, as well. It's a permanent date set on the account, and no
one will be able to change that on the Xbox account at this time.

Note: The Microsoft Account is able to change the birth date, however this will not affect the Xbox account.

The best option on an Xbox One, until the account becomes of age, is to have an adult account make the "purchase" on the console or website, and then set the console that the child account is on as their Home console. This will allow game sharing and let
the child account access those games. Unfortunately, it means that the child account will not have the license for future use. I do apologize for any frustrations with that, and wish there was a better way.

Again, please let me know if you have any other questions!

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

I understand the situation fully now, thanks so much for the response!

I will just continue "purchasing" the games on my Xbox 360 until the account reaches 18, so that I have permanent access to the games after that point. If there's any way for you to reach the higher ups at Microsoft and tell them that a lot of people wish
their account could make the free games with gold purchases, please do so. I know of others in the community that want the same feature.

Thanks again!

Cannot Redeem Xbox Games with Gold Backwards Compatibility titles on my Xbox One or Windows 10 ...