Every single way I try to renew my Live account results in failure.

Discus and support Every single way I try to renew my Live account results in failure. in XBoX on Consoles to solve the problem; A little backstory: Several weeks ago, my credit card was lost and had to be replaced. All went well with my subscriptions on most other sites (every... Discussion in 'XBoX on Consoles' started by Saya-15A0B43F-A4FB-47FF-B5D1-A36113DC141B, Sep 6, 2015.

  1. Every single way I try to renew my Live account results in failure.


    A little backstory:

    Several weeks ago, my credit card was lost and had to be replaced. All went well with my subscriptions on most other sites (every single one let me update my payment details without any hiccup whatsoever). This site, on the other hand, let me change my card
    yet refused to actually let me use it to renew my subscription (one that I've had for six straight years and expires in two weeks). The website itself gives me a message that says the following:

    Try updating your subscription

    If you want to change the way you pay for your subscription, you can change the payment option for your current one rather than buying a new subscription.

    __

    I went to the forums after multiple days of getting that message and saw someone mention going to commerce.microsoft.com, adding a new payment method, and then making that the primary payment method. Again, nothing.

    I finally got so fed up with being unable to use my credit card to renew my membership (again, the one I haven't broken a single time in the six years I've had it) and bought a twelve month card from my local Walmart. I was hopeful that I would at least
    be able to use that to renew my membership and all seemed to be going well at first (was able to enter the code and get a validation of what the code was for), but when I actually clicked the "confirm" button I was met with an error message. My Xbox
    One results in the same thing.

    After a little more browsing, it turns out that the possible solution (and I use "possible" loosely since no other "solution" had worked, even when provided by staff members) is letting my membership run out completely, then trying to enter the card again.

    I am fuming with anger about this. In case I haven't made this clear enough, I've had a subscription non-stop (as in not broken for even a single second) for the past six years. Being forced to break that and start my subscription over from scratch may seem
    trivial to some, but anyone who's dealt with some of the more pushy members of Microsoft's customer support knows that there's a huge difference between the deals and service offered to accounts who have had Gold for a long period of time and accounts that
    have only just recently gone Gold. It's to the point where part of me is honestly considering dropping the Xbox brand altogether and never even remotely considering picking it up again.

    If a staff member (as in, an ACTUAL STAFF MEMBER) can help me get this sorted before September 19th, I would appreciate it. If my subscription goes, my business with Microsoft goes with it.

    :)
     
    Saya-15A0B43F-A4FB-47FF-B5D1-A36113DC141B, Sep 6, 2015
    #1
  2. Corelect
    Corelect Guest
    So whenever I try to re-new my gold on my xbox 360, it says cannot connect to Xbox Live?

    Every single time whenever I try to renew my gold, it says it cannot connect to Xbox live, try again. Please help me! I have days off, and I want to play!
     
    Corelect, Sep 6, 2015
    #2
  3. BrittL3G17
    BrittL3G17 Guest
    I can't connect to xbox live, but I can?

    Every single time I sign into my account, it says "can't connect to Xbox Live"With the error code 80151901

    But then I test xbox live connection.

    It works. No errors. No failures. It tests fine. Then I sign into my account and it lets me on Xbox Live.

    But this happens literally every single time I sign into my account.

    I deleted my profile and redownloded it,

    I cleared the cache.

    I've done both of these steps dozens of times.

    I don't know what else to do.
     
    BrittL3G17, Sep 6, 2015
    #3
  4. Every single way I try to renew my Live account results in failure.

    One other thing to mention (wasn't able to fit it in via an edit): Trying to turn auto renewal back on also doesn't seem to be an option. Every single time I attempt to go to the page to do that, I'm met with an error page on this site that says this:

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

    It appears you've found a glitch in the system. Please try again later.

    __

    It is completely nonsensical for the website to make it this hard for me to renew my membership. I've been a member for a long while now and I assume Microsoft wants it to stay that way (that's definitely the impression some of the customer support staff have
    given off on the phone), but it's almost as if every aspect of the site has gone out of its way to force me into cancelling. I'm at my wit's end.
     
    Saya-15A0B43F-A4FB-47FF-B5D1-A36113DC141B, Sep 6, 2015
    #4
  5. Ryujinvf,

    Sorry to hear you've been having so many difficulties trying to get the card swapped over. However, a simple call to
    Microsoft Phone Support should result in your being able to make this change since the website is not exactly cooperating for you. Just select Billing, then
    Management Payment Options, then Request a Call from Support. Let us know if this works out for you.
     
    eG x Thee Elf, Sep 6, 2015
    #5
  6. I just had what sounds like the same issue and found a workaround a mere few minutes ago. I hope this is what you're trying to get around and that this works for you, too. Otherwise, I guess I'm wasting your time. If your new card has a different number
    (as it should if it was reported lost), then I imagine you have both the new card and the old one listed in your payment options as I did.

    I had an old card, also lost, that I had last used to auto-renew in 2013, as my 2014 renewal was paid for by a special with a pre-order or something. Fast forward to today, and I couldn't for the life of me figure out how to get it off the old card and onto
    the new one, which I'd been using to pay for various purchases for some time. When I'd try to add a new card under Payments and Billing, as the newer one wasn't visible in the subscription payment option window, it would say that it was already on the account.
    I tried deleting it and adding it again in P&B, but the window still only showed the "current" option of the old one when I clicked Paid With for the subscription again.

    Finally I tried another deletion, but this time I added it from the Manage Payment Options page under the subscription, itself. This time it worked, setting it to the newer card. From there I was able to click Get More Gold, select the year renewal, and
    successfully use the new method to extend my subscription into 2016. After everything was set and the billing email received to confirm, I promptly deleted the old card, needless to say.

    So, I hope this helps. Sorry if it doesn't solve your issue, but yours does sound remarkably similar, so I'm hopeful.
     
    MoonSilver-762AC37A-73E4-4EBE-B6CA-A0AB842EC116, Sep 6, 2015
    #6
  7. Hmm, I suppose I should list what I did in steps just to be sure.

    1. Delete new card number from account under My Account>Payment and Billing>Manage Payment Options.

    2. Navigate to My Account>Subscriptions.

    3. Under Xbox Live, click the existing card under "Paid With:"

    4. Select "Add Credit Card" and fill in new card info.

    5. If successful, return to Subscriptions page and click "Get More Gold."

    6. Select desired term and process transaction. The "Redeem Code" function might work here again for that card you purchased.

    As a side note, the site is being a little screwy for me right now while I navigate through again to make sure I get the link names right. Hopefully that's just temporary and doesn't happen to you, but when I click on the card info under Subscriptions, it's
    sometimes giving errors but sometimes working. That could also be my slow connection, though. Good luck!
     
    MoonSilver-762AC37A-73E4-4EBE-B6CA-A0AB842EC116, Sep 6, 2015
    #7
  8. onyxishere
    onyxishere Guest

    Every single way I try to renew my Live account results in failure.

    Sorry to hear it. You should be able to fix the issue by heading to commerce.microsoft.com and setting the new card as your primary payment option.

    Also, if your renewal came due before today and an attempt to take payment was on the old card then you probably still owe that amount and will not be able to add or purchase anything on your account until that payment is made. Your best bet here would
    be to contact phone support and explain the issue to them. Not only will they be able to remove the old card and make the new one your primary but they'll be able to help process the renewal amount for you.

    If you live in North America dial 1-800-469-9269
     
    onyxishere, Sep 6, 2015
    #8
  9. @Moon: Sadly, the old card was removed at the suggestion of someone a few days ago, so I'm not sure that what you suggested is an option now. I'll be sure to keep it in mind if something like this occurs again in the future, though, so thank you for sharing
    it.

    @eG and Onyx: I always pay by year, so a missed payment isn't the problem. I did call phone support last night and when I finally managed to get a hold of someone I was basically just given a guess based on what she saw when she looked up the error messages
    on the site (she said that I should be able to use my twelve month card and new credit card when my existing subscription runs out on the 20th and that if I renew that same day my six year prestige /should/ remain, but she's honestly not sure and I should
    call back again on the 20th if the issue persists).
     
    Saya-15A0B43F-A4FB-47FF-B5D1-A36113DC141B, Sep 7, 2015
    #9
  10. onyxishere
    onyxishere Guest
    Thanks for the info. It's alright to wait until the 20th if you like. However, if you go to purchase something before then and it will not go through you'll need to call phone support again and ask to speak with Billing.

    As for the tenure, even if you missed some time it would not reset. It would disappear for about a week or so but would come back with what your current tenure is.

    They have long since done away with resetting the tenure of an account if you didn't renew your Gold membership for a while.
     
    onyxishere, Sep 7, 2015
    #10
  11. Wanted to update this again in case anyone in the future is having the same problem and finds this thread via a search engine.

    I was finally able to update my subscription today (the day my previous subscription expired) and my tenure is secure.
     
    Saya-15A0B43F-A4FB-47FF-B5D1-A36113DC141B, Oct 31, 2018
    #11
  12. onyxishere Win User

    Every single way I try to renew my Live account results in failure.

    Sorry to hear it. You should be able to fix the issue by heading to commerce.microsoft.com and setting the new card as your primary payment option.

    Also, if your renewal came due before today and an attempt to take payment was on the old card then you probably still owe that amount and will not be able to add or purchase anything on your account until that payment is made. Your best bet here would
    be to contact phone support and explain the issue to them. Not only will they be able to remove the old card and make the new one your primary but they'll be able to help process the renewal amount for you.

    If you live in North America dial 1-800-469-9269
  13. Saya-15A0B43F-A4FB-4 Win User

    Every single way I try to renew my Live account results in failure.

    Wanted to update this again in case anyone in the future is having the same problem and finds this thread via a search engine.

    I was finally able to update my subscription today (the day my previous subscription expired) and my tenure is secure.
  14. Saya-15A0B43F-A4FB-4 Win User

    Every single way I try to renew my Live account results in failure.

    One other thing to mention (wasn't able to fit it in via an edit): Trying to turn auto renewal back on also doesn't seem to be an option. Every single time I attempt to go to the page to do that, I'm met with an error page on this site that says this:

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

    It appears you've found a glitch in the system. Please try again later.

    __

    It is completely nonsensical for the website to make it this hard for me to renew my membership. I've been a member for a long while now and I assume Microsoft wants it to stay that way (that's definitely the impression some of the customer support staff have
    given off on the phone), but it's almost as if every aspect of the site has gone out of its way to force me into cancelling. I'm at my wit's end.
  15. MoonSilver-762AC37A- Win User

    Every single way I try to renew my Live account results in failure.

    I just had what sounds like the same issue and found a workaround a mere few minutes ago. I hope this is what you're trying to get around and that this works for you, too. Otherwise, I guess I'm wasting your time. If your new card has a different number
    (as it should if it was reported lost), then I imagine you have both the new card and the old one listed in your payment options as I did.

    I had an old card, also lost, that I had last used to auto-renew in 2013, as my 2014 renewal was paid for by a special with a pre-order or something. Fast forward to today, and I couldn't for the life of me figure out how to get it off the old card and onto
    the new one, which I'd been using to pay for various purchases for some time. When I'd try to add a new card under Payments and Billing, as the newer one wasn't visible in the subscription payment option window, it would say that it was already on the account.
    I tried deleting it and adding it again in P&B, but the window still only showed the "current" option of the old one when I clicked Paid With for the subscription again.

    Finally I tried another deletion, but this time I added it from the Manage Payment Options page under the subscription, itself. This time it worked, setting it to the newer card. From there I was able to click Get More Gold, select the year renewal, and
    successfully use the new method to extend my subscription into 2016. After everything was set and the billing email received to confirm, I promptly deleted the old card, needless to say.

    So, I hope this helps. Sorry if it doesn't solve your issue, but yours does sound remarkably similar, so I'm hopeful.
  16. eG x Thee Elf Win User

    Every single way I try to renew my Live account results in failure.

    Ryujinvf,

    Sorry to hear you've been having so many difficulties trying to get the card swapped over. However, a simple call to
    Microsoft Phone Support should result in your being able to make this change since the website is not exactly cooperating for you. Just select Billing, then
    Management Payment Options, then Request a Call from Support. Let us know if this works out for you.
Thema:

Every single way I try to renew my Live account results in failure.

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