conflict on account (billing and payment) US vs UK

Hi I have been online to check if anyone else has had this issue I have also chated online with MS staff for over a hour, this issue seems to be a rare one. below is what we went through but there is no resolution, the team meber asked me to log this as
a post

im having issues with getting something from the store, I ask to download but it asks for a payment method which is alreay done, however it says im in the US on the bills and payment (throughh my xbox one) however i have checked all my settings on
profile on my xbox, the setting through the web browser on a computer and all the locales are set to UK fine,

when this issue started?

Carmella: at 15:54:40

And are there any error message or error code showing on your end?

you: at 15:56:29

been since i brought it a week ago, there is no error messages or anything like that as it is not a error that is a problem its that for some reason all though i know i have setup my accont properly for the UK, when i goto change payment options and type in
my password for MS the locale is US and i cant change it.

you: at 15:57:12

this is only when i go though the store on my xbox one

Carmella: at 15:58:12

May I know what item are you trying to purchase?

Carmella: at 15:58:24

Dead space,

Carmella: at 15:58:56

We may need to pull up the profile here so we can help you sort this out.

you: at 15:58:58

Thanks. Let me just pull up the account here for you.

Carmella: at 16:00:35

By the way, this happens when you try to purchase via console right?

well not tried, but i have looked via website on my computer but the accont is setup fine.

Carmella: at 16:03:33

Carmella: at 16:14:54

Thanks.

Carmella: at 16:14:54

I was able to verify the account using the code that you gave me. Let me just review the account information here for you

you: at 16:15:05

awesome

Carmella: at 16:17:33

checked your payment instrument status here and indeed it's in GB although upon checking the billing info registered in your profile the details are for US. I believe this conflict's the one causing the issue.

Carmella: at 16:17:34

Can you check your console and go to settings> all settings> account> payment and billing> then

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please check billing info showing on your end? you: at 16:19:25

i will do that now

Carmella: at 16:19:47

Roger that.

you: at 16:20:42

in the payment and billing im down as the uk as it does have my address for the uk

Carmella: at 16:22:29

Hmm that's odd. Can you please check the language and location set on your console? PLease go to settings> all settings> system> language and location > then please ensure that UK is the one selected.

you: at 16:23:40

yep that is fine as well all set to the UK

you: at 16:24:00

bet you can see my issue now and why i cant get my head round it

Carmella: at 16:25:12

Let's check other workarounds here that might resolve your issue. Just want to confirm, did you change your region on your console before?

Carmella: at 16:25:29

or anything that is related to changing region assigned to your account?

you: at 16:26:15

no its all new, only had the gamertag for three weeks or so and my xbox one for a week

Carmella: at 16:28:48

I see. can we go back to account.microsoft.com? then please go to Your info > select edit your personal info > then please make sure to check details and see if it's in UK or Us.

Carmella: at 16:28:50

*US

you: at 16:30:18

ok checked that and it is also set to uk

Carmella: at 16:30:21

After that, please go back to home page then select Billing info. Please check if UK details were provided. See as well if there's a drop down option for you and please let me know if you see other billing accounts.

Carmella: at 16:30:43

Thank you so much for your patience and cooperation while we sort this out.

you: at 16:31:56

my payment option is set to uk

Carmella: at 16:32:32

Is that under " Manage your billing profile" ?

you: at 16:33:06

yep

Carmella: at 16:33:34

Do you see any drop down options from that page?

you: at 16:33:58

yes

Carmella: at 16:34:39

What choices do you see on your end

you: at 16:34:52

there is a GB - Personal Accont and when i click the dropdown box for some reason it comes up with US - personal accont

you: at 16:35:26

the one i have always been on is the GB one

you: at 16:36:05

no idea where this US is from, did not know that was here till u asked me to look at that bit

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Carmella: at 16:38:41

I see. Then it appears that you have 2 billing profiles. This happens when the account changed it region either through console or website or was created originally from US webpage ( or through the console) then changed to UK. I understand that you're not aware
that another billing profile existed but what we discovered today is definitely the root cause for this issue.

you: at 16:39:19

oh ok, is there anyway that this can be sorted now you have been able to find the issue

Carmella: at 16:40:03

it appears that your account is currently under US bucket, I mean that billing profile is the one that's currently active. Let's try to refresh the profile on your device for this case.

Carmella: at 16:40:03

On your console, please do the following:

Carmella: at 16:40:42

Clear Cache

Carmella: at 16:40:42

Please go to Settings >> Disc & Blu-ray >>blu-ray>> Persistent Storage >> Clear Persistent Storage.

Carmella: at 16:40:42

Partners for the Clear Cache:

Carmella: at 16:40:42

please go to Settings >> Network >> Advanced Settings >> Alternate MAC >> Clear Alternate MAC >> Restart.

Carmella: at 16:40:51

Then we'll remove the profile on your devince

Carmella: at 16:41:03

No worries, this will not affect your game saves and such.

Carmella: at 16:41:06

Remove Account

Carmella: at 16:41:06

Settings >> Sign In, Security and Passkey >> Sign In and Security >>Remove me from this Xbox Carmella: at 16:41:48

Then Hard Reset:

Carmella: at 16:41:49

Press and hold the power button on your console for 5-10 seconds. Once the console is turned off. Please unplug the power supply from the wall outlet, disconnect all accessories and wait for 1 minute then plug it back and turn the console back on.

Carmella: at 16:41:49

(do not use surge protector as it affects the console functionality. Xbox one psu has already a built in surge protector)

Carmella: at 16:42:02

Then we'll add the profile back:

Carmella: at 16:42:08

Kindly click the Sign In button on the main dashboard of your console> Add New> Type in the log-in credentials for your account.

you: at 16:42:22

one sec need to go through each message you just sent

Carmella: at 16:42:48

Sure thing and no rush. I'll just be here.

Carmella: at 16:42:57

Please let me know once you add the profile back.

you: at 16:46:10

jsut done the network one, now awaiting the restart

Carmella: at 16:46:55

Cool. Thanks for notifying.

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you: at 16:51:35

it taking a while to restart

Carmella: at 16:53:06

Oh okay. An update might be available. Let's see.

you: at 16:54:20

ok power disconnected waiting for the one min

Carmella: at 16:54:43

Not a problem. I can wait here.

you: at 17:00:44

there was a error signing me in, error 0x87dd0019

you: at 17:05:16

jsut tried again and it worked

you: at 17:06:09

ok so now im logged in

Carmella: at 17:06:49

Whooh! Thanks for trying. Can you go to settings> all settings> system> language and location > then please select US then after that press LT + RT + Y to refresh the page

Carmella: at 17:07:03

Then go back to that setting then select UK

you: at 17:08:39

do i restart first ? brfore pressing the three buttons, is it all togehter ?

Carmella: at 17:09:32

You can also try that but that's fine either way.

you: at 17:10:30

just tried the lt rt and y nothing happens

Carmella: at 17:12:02

Once set to US, please return to home dashboard then press LT + RT + Y.

Carmella: at 17:13:06

then go back to language and location then set to UK again.

you: at 17:14:10

it forced me to restart first

Carmella: at 17:14:41

Once completed please go to settings> all settings> account> payment and billing > then please check if the billing info is in UK

Carmella: at 17:14:49

then try to purchase again and see if it worked. Thanks

you: at 17:23:18

trying to purchase now

Carmella: at 17:23:43

Crossing my fingers here.

you: at 17:26:45

sorry nope did not work still got country as us

Carmella: at 17:30:27

If that's the case, can you try to purchase the item from the website as temporary workaround? Then as for your console, we may need to restore the console to factory default. We may also create a report on this case as this is a rare event and needs further
investigation from our specialist

you: at 17:31:13

ok one sec will do that and typicall alway me finding the rare issues

Carmella: at 17:34:06

I appreciate your time here and performing the steps all the way through. If this still wont work, then this could be a problem on the account itself. Oh, another way that we can try is to create a profile with UK details as origin and try to purchase content
using this account then we'll set this new account in My Home Xbox feature so that the licenses can be shared to your account.

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you: at 17:34:20

the one online is not working either does the same

Carmella: at 17:35:02

Is there a way to change the region at the left lower side of the page and select UK? t

Carmella: at 17:35:12

Then please see if you can purchase it in GBP?

you: at 17:36:00

nope the us part is is blanked out.. and tbh i dont want a new accont/profile i like the one i have Carmella: at 17:40:43

I do understand. For this case, we may need you to post a thread to our specialist and provide description about your case. Then please include these in your post:

Carmella: at 17:40:43

Account region: UK

Carmella: at 17:40:43

Physical region: UK

Carmella: at 17:40:43

Internet Service Provider (ISP):

Carmella: at 17:40:43

Content you are trying to download:

Carmella: at 17:41:02

Uh oh... that shouldn't have happened.

Carmella: at 17:41:23

Please select Topic no. 7

Carmella: at 17:42:07

I have created a case number as well in which we have reported to our management already. You can include this as well to your post.

info: at 17:42:07

Your chat transcript will be sen

Reference number: [Mod Removed]

:)

 

Why the need for a billing address

But what if you don't use a credit card for payment. Like I said if I redeem a points card when I go and buy something it then asks for a billing address. If I want to buy things from the US store with Xbox One games now being region free why should I need
a US billing address. I have a UK billing address for card payments on my UK account so why does it need a US one?

 

Serious problem with region setting and unable to amend

Hello, I have accessed the Payment and Billing and can select the GB account, but it won't save as the default is USD. I can't purchase games from any region as I haven't any payment details set up for the USD account, and I can't set any up as my Paypal
UK, and I have no US address as I live in the UK.

 

By the way it's split billing

And forum agents can't do anything for you

You are going to have to call support and ask to speak to tier 2 billing and they will escalate the case

Account errors and billing errors are only handled thru phone or chat support

One method to fix it is to use the region migration tool however you are under 90dsys so you can do that so unfortunately you need a manual region transfer

And fyi never list the Sr number publicly it's not safe and useless to common users like me

 

Did you select xbox live or billing support during chat

?

You need to work with billing support I suggest phone support since the menu is easier and I'm not sure if you can specific billing in chat

Live agents won't know how to fix split billing that's a billing department issue and completely spleperate