Can’t buy backwards compatible game using account balance

Are you trying to buy One games or backwards compatible games? The Microsoft account balance cannot be used to purchase backwards compatible content on the One.

Hi there

This is due to the Microsoft balance (Microsoft store and Xbox one) and Xbox balance (which was used for 360 store) are 2 different systems in place that is why you cannot use Microsoft account balance to purchase the game. But if you had a gift card and
redeemed it on the Xbox 360 console you would be allowed to use it on the 360 store.

You have to use a 360 to use balance. That is the only way. Try customer service number.

Depends what the game is? If it is Xbox Original or 360 backwards compatible and you are trying to purchase on an Xbox One. The answer is yes, you would need another payment method. Account balance can not buy backwards compatible games on the Xbox One

In order to use the currency on your account for backwards compatible games, they have to be purchased on a 360 console.

unfortunately at the moment it's not possible to buy 360 titles on the xbox one with your microsoft account balance.