Encounter the error 'We can't process your payment'

Andalite1729 · Nov 7, 2016

Hi,

My friend has recently bought an Xbox One and is trying to buy FIFA 17. However, he is facing a payment issue and gets the following message 'We can't process your payment'.

He is from India and has his Xbox set to India along with billing address as India. He has tried multiple cards (VISA and Amex) belonging to different banks to no avail. I've even tried helping purchase using my card which I use to buy games via the store
to no avail. I'm also based in India and I use my card on my account with no issues.

There seems to be another person with a similar
problem for the same game and same region. So I'm wondering if this is some sort of a bug?

He has contacted Xbox Chat support and has gotten no where. After boasting about how great Xbox is and convincing a few of my friends to buy the console this is hardly the experience I want them to get. Considering I've used it flawlessly for a few years
now.

Would be great if someone could shed some light on this.

:)

Chyrola Cuello · Nov 7, 2016

we can't process your payment

Communicate with your bank, they may be rejecting the purchase.

Mister Mascot · Nov 7, 2016

''We can't process your payment''

Hey there,

It sounds like you've already been in contact with Xbox Support via chat or phone. They have the best information, so you might want to contact them again for further information.

_______________________________________________________

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. Achievement issues? Check our sticky

HERE for the best info.

MissyQ · Nov 7, 2016

Hey, you say he's from India and that his console is set there, but is his *account* set there? You can be located in India, have your Billing information and console locale set up to India, but if the account isn't set to that, you'll get some errors. He
can change it by going to the region migration page on his account and make sure it's set to India. Have him try that out and let me know if it works!

Andalite1729 · Nov 7, 2016

Hey, you say he's from India and that his console is set there, but is his *account* set there? You can be located in India, have your Billing information and console locale set up to India, but if the account isn't set to that, you'll get some errors. He
can change it by going to the region migration page on his account and make sure it's set to India. Have him try that out and let me know if it works!
Click to expand...

Thanks for the suggestion. I've tried the link you've provided but received the following error message.

There’s a problem completing your move right now. Please check the Region Change Support Page to make sure it will work for you, and try again later.

This is a bit generic as it doesn't really specify what the problem is and it could be a number of things. If it helps, this page - https://account.microsoft.com/profile#/ shows his profile as India.
I can't seem to find any place where it states otherwise. Also, when we've tried to buy something from the store (either through his cards or mine) the nominal amount is charged but nothing happens beyond that.

WPAK · Oct 31, 2018

Hi there,

be very careful when trying to migrate your account, since this can have effect on several things like past purchases, currency on the account and more.

See this link for information, requirements and possible consequences of migrating an account: https://support.xbox.com/my-account/microsoft-account/update-microsoft-account-country-region

One way to check if a Migration is needed is to check the country/region shown in the country/region field on this link:
https://live.xbox.com/Account/BillingAccountInformation

It is adviced that the country shown there is the country you are located in.

If indeed a country difference is causing this issue and it's not possible to change the country, then I would advise to contact official Xbox Support again via Phone or Microsoft Support Chat at
Contact Us | Xbox Support so they can check why the Migration isn't working.

MissyQ

Hey, you say he's from India and that his console is set there, but is his *account* set there? You can be located in India, have your Billing information and console locale set up to India, but if the account isn't set to that, you'll get some errors. He
can change it by going to the region migration page on his account and make sure it's set to India. Have him try that out and let me know if it works!

WPAK

Hi there,

be very careful when trying to migrate your account, since this can have effect on several things like past purchases, currency on the account and more.

See this link for information, requirements and possible consequences of migrating an account: https://support.xbox.com/my-account/microsoft-account/update-microsoft-account-country-region

One way to check if a Migration is needed is to check the country/region shown in the country/region field on this link:
https://live.xbox.com/Account/BillingAccountInformation

It is adviced that the country shown there is the country you are located in.

If indeed a country difference is causing this issue and it's not possible to change the country, then I would advise to contact official Xbox Support again via Phone or Microsoft Support Chat at
http://support.xbox.com/contact-us so they can check why the Migration isn't working.

Andalite1729

Hey, you say he's from India and that his console is set there, but is his *account* set there? You can be located in India, have your Billing information and console locale set up to India, but if the account isn't set to that, you'll get some errors. He
can change it by going to the region migration page on his account and make sure it's set to India. Have him try that out and let me know if it works!

Thanks for the suggestion. I've tried the link you've provided but received the following error message.

There’s a problem completing your move right now. Please check the Region Change Support Page to make sure it will work for you, and try again later.

This is a bit generic as it doesn't really specify what the problem is and it could be a number of things. If it helps, this page - https://account.microsoft.com/profile#/ shows his profile as India.
I can't seem to find any place where it states otherwise. Also, when we've tried to buy something from the store (either through his cards or mine) the nominal amount is charged but nothing happens beyond that.

onyxishere

Sorry to hear it. If support are unable to assist then you should contact your bank to find out if there are any blocks on the card. In the meantime, if you haven't done so already you should look into setting up a paypal account for your purchases.

TheDreamyWriter

But if I remove my payment, what about my xbox live gold subscription ? If the problem is buying something, i won't be able to buy it again and i won't be able to play.

Even if i can buy my subscription, i will have to pay it again ?

Encounter the error 'We can't process your payment'