gold card not redeeming

Is it a gift card or a Live card?

A gift card would add funds to your account so you would need to redeem that first and then purchase gold with your Microsoft account balance, although with promotions you typically have to purchase the gold using a credit card. You should be able to redeem
it at http://xbox.com/redeemcode

A Live card would have a specific amount of gold time already on it and would not be redeemable towards a promotion. Once you redeem it, you would just have that amount of gold on your account.

Gold can only be purchased via credit card/Paypal or by purchasing a prepaid gold card in a store. If you've already redeemed the gift card, it cannot be exchanged for a gold card.

If you are redeeming a Gold card, then just redeem the code either on the Xbox store or here https://account.microsoft.com/billing/redeem

If you are purchasing Gold via credit/debit card, you can do that here https://www.xbox.com/en-gb/live/gold?xr=shellnav#

You can purchase a prepaid gold subscription card and redeem that card on his account.

Hey Lori,

Thank you for posting here on the Xbox forums. What error message do you get when you try to redeem the code? Is this a gold card or a currency card? Keep in mind that the gold card will not work if you have a past due gold sub charge on your account.

Also, try redeeming the code from both the website, and the console. Make sure you log into the correct account before redeeming the code :

How to redeem gift cards and codes

Hope this helps!