Error when adding money to a family member's account

ShayLivyatan · Nov 4, 2021

Hi all,

Since yesterday I was trying to add funds to my child's account. It used to work fine a few weeks ago, but since yesterday - when I tried adding more funds, chose an amount and a paying method - it keeps telling me that operation resulted in an internal error, and to "try again later" (I tried several times).

Moreover, I just noticed that my credit card was charged all these times for the funds I wanted to buy, but they don't appear in my child's account...

What to do? Microsoft's support pages didn't help at all as I couldn't find what to do with this issue, as it was not mentioned anywhere (maybe it's rare?).

Any help would be appreciated ��

:)

ShayLivyatan

Hi Francia,

I marked XBF Houmaidi O's reply as what helped me to resolve the issue.

I tried removing my child's account from 'Family' and then re-adding it, but it didn't resolve the issue.

Just in case anyone would encounter this issue in the future - I ended up contacting an MS support person on a live chat.

He checked my account and found that all of the purchases I tried to initiate were actually blocked by either my bank or my credit card company, and that these charges I see in my credit card would be probably canceled in a day or two.

Also, Microsoft blocked my account for further purchases as an abuse prevention measure.

The support person escalated my request to remove the block off my account, and I'll contact my bank and credit card company to sort things out from their end.

So this issue seems to be solved, hopefully... I'll return here in case I'll need to update about this issue, thank you everyone for your help!

Francia J.

Hi ShayLivyatan, I hope you're doing great out there despite the issue that you're experiencing. I am an Independent advisor and I am here to help you in regards to your concern.

Have you tried to use a different payment method? Also, please check if the charges were posted or pending.

XBF Houmaidi O

Hello @ShayLivyatan! I hope that you are doing well today!

Since you were charged, would you please have your child remove his account and add it back then check his account balance. If the balance didn't appear correctly on his account, I would suggest getting in touch with our live agents to check both of the accounts from their end.

You can request a call back or live chat on the Xbox support website. If you are facing any issues with that, please go through Microsoft support. Once you get to the virtual agent just say “Talk to an agent” and select Xbox as the product, and your issue from the list. Select the option “Call me back” or “Live chat”, which shows the estimated wait time/queue. If you don't see the options to request a call back or chat with support, change your category/topic until you do. If it does not work, please select billing & Subscriptions and "I don't recognize a charge".

XBF Houmaidi O

Thank you for keeping us updated! If you require any help with any issues, please feel free to come back to the Xbox Forums.

Have a great day!

Always happy to help

Francia J.

That's great to know, ShayLivyatan. Thank you so much for the update and hopefully, everything will work normally after the escalation team work on it.

Error when adding money to a family member's account