Microsoft has blocked purchasing due to 'Suspicious activity'

richJM(2) · Oct 20, 2019

My son has an Xbox and I've regularly added funds to his account to buy games. Last week I tried to add some money and got a message saying the payment had failed and I needed to contact Microsoft. We did that via a chat and were told they needed to investigate.
A couple of days later I got an email back saying the following:

Greetings from Microsoft!

My name is Crisente G., from Microsoft Support for Accounts and Billing. I'm sending you this message with the support request number [Mod removed- personal information] as reference that you have consulted Microsoft for your issue
today about risk rejection error on purchasing £L: 10.00 credit to Microsoft account

Thank you for your patience while we investigate your issue. Our escalations review team has determined that purchases must be disabled on this account due to detection of suspicious activity. I regret to inform you that we are unable to restore
purchasing ability to your account.

I understand that this is not an ideal solution, and I apologize that we are not able to resolve this issue as you would like. Given the nature of this issue, there is no further support we can provide.

Thats it! I emailed and asked for more information but have had no response whatsoever. No further explanation or offer to help. I'm absolutely fuming, terrible service. Not sure if anyone else has had a similar issue or could suggest a
way to help as Microsoft seem unwilling or unable to do so.

:)

ChrisKerr5

The same thing has just happened to me and I received an identical e-mail. I'm furious that this is the level of customer service provided by Microsoft.

Did you manage to resolve the issue? If so, how?

xxxTIMBURYxxx

In the meantime.... have you tried purchasing Microsoft/Xbox Gift Cards and adding them to the account via code? This may be a temporary solution until your current issue gets sorted.

richJM(2)

That's a good idea, we will try that. Thanks.

Whiteleaf2012

Sounds like you need to talk to your bank and/or check your statement.

richJM(2)

Thanks for the reply. I can't see this is an issue with my bank though, as I tried accounts at two different banks. I'll try a gift card as suggested in another reply.

Microsoft has blocked purchasing due to 'Suspicious activity'