Can't add funds to kids account

Hello Gil Greenstein,

Greetings!



Thank you for posting in Microsoft Community.

Based on the description, you are trying to add money to your child account and was not able to complete the process due to an error. Let us check and see on what we can do help address your concern in a timely manner.

We would like to set your proper expectation that here in community forum, we do not have the advanced tool to check account details and cannot verify what is causing error during purchase. What we can do to help address your concern is providing information and point you the right support team where you can get the best resolution to your concern.

It is possible that there is problem with the card that you use as your payment method or temporary error with the server. You can try again sometime by following the steps below:

• Using a web browser, visit family.microsoft.com.
  
• Sign into your Family Safety account.
  
• Find your family member and click Add money. You can also click More options > Spending > Microsoft account balance > Add money.
  
• Select the amount of money you would like to add to your family member’s account and click Next.
  
• Select your form of payment or click Add a way to pay.
  

Additionally, if the issue still persists, contact our live support channel 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 lists.
  
• 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 be encountering issues contacting support, you may try InPrivate Window of your browser, other browser, different device/s or connect to different network.
  

Thank you for your understanding and cooperation.

Sincerely,

Once you add the funds to your account it can't be reversed.

Hello NDonnell!

Thanks for responding with the update. I would suggest setting up a call back from an Xbox Live support agent by following the steps below. The agent would be able to look into your billing account and see what might be causing that issue.
I would wait about an hour or 2 before attempting to set up a call back because we are currently experiencing a

Service Alert.



As provided above the best way to reach Live Support would be here:
https://support.xbox.com/contact-us#0



Step 1 ----Select Xbox One

Step 2 ----Select See other options

Step 3 ----Select topic (Ex. System Update)

Step 4 ----Select "Show contact options"

Step 5 ----Select request a call from support



I hope this helps a bit more. Let us know!

Felix

Xbox forums support

I continue to receive this error, and I have tried many times over the past 3 days and tried different credit cards:

We’re having trouble processing your payment and we’d like to get it sorted out.
Contact us at Microsoft supportWe’re having trouble processing your payment and we’d like to get it sorted out.

YnZCJzAgGkWotKgv.3.17.9.12
2019/08/30 - 19:23:02 UTC

Hey Donnell

Thank you for taking the time to post this on the Xbox Forums. We understand that you are currently experiencing difficulties with redeeming a pre-paid code or adding funds to your account.

Can you tell us what time of error messages you are receiving? Depending on the error messages you are receiving, we may be able to gain some insight as to why there are complications with redeeming your codes.

There are
alternative way to redeeming a pre-paid code, such as redeeming them on the Xbox website:

1. From a web browser, go to
   redeem.microsoft.com.
2. Sign in, enter the 25-character code, then follow the prompts. Don’t worry about hyphens, the system takes care of those for you.

I would also like to recommend that you review the article that covers how to
troubleshoot gift cards or codes on our site and see if any of the troubleshooting techniques provided there are able to assist you with resolving this matter.

Give this a try and let us know if this works for you!