Microsoft online balance does not match XBox account balance

Hi Thomas! I'm more than happy to help you!

Kindly confirm if the Xbox gift card balance was successfully added to your account by signing on to account.microsoft.com > Payment and Billing > Order history.

If it's successfully added, make sure that the gift card balance region and the Xbox store region on your console are matched.

Try to purchase the game on the Xbox Store online web browser and ensure that the store, your account, and Microsoft balance region are matched.

Please take your time and let me know if it works.

Best regards,
Darhyl

Hi. My name is Brilliant, an independent advisor, happy to assist you today.

May you kindly check your balance online. To check your account balance online, sign in to the Payment & billing page with your Microsoft account, sign in: https://support.xbox.com/help/account-profile/manage-account/check-your-microsoft-account-balance">https://support.xbox.com/help/account-profile/manage-account/check-your-microsoft-account-balance

Your balance is displayed at the top of the page.

For more details, kindly visit: https://support.xbox.com/help/account-profile/manage-account/check-your-microsoft-account-balance

Hi Anthony! My name is Stephanie and I'm more than happy to help you out!

Please confirm if the Microsoft balance is showing up in your account by signing in to this link:

https://account.microsoft.com/billing/payments

Once you're done, confirm if the region of your Microsoft balance matches the region from your Xbox Store. You can use the Microsoft balance for purchase if the region matches.

Kind regards,
Stephanie

Hi there! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing this with your Account balance.

Please confirm the $13.50 Microsoft credits on your son's account by signing on to account.microsoft.com > payment and billing > payment option.

Once you have confirmed the balance, kindly try to have your son purchase in Xbox store in the web browser online. Ensure that the Xbox store, his account and his Microsoft balance regions are all matched.

If the Microsoft balance is in USD, make sure that the Xbox Store is in US region.

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

Hi DaneSaddler, I hope you're doing great out there. I am an Independent advisor and I am here to help you in regard to your concern.

This may mean that the Microsoft balance does not match your store region.

Make sure that the Microsoft balance currency/region is the same as your Microsoft Store region, physical location, billing address, and account region.