Missing funds from my MS account balance without transactions

Tanner Nolin · May 24, 2023

On April 30th I redeemed a gift card of a $100 balance bringing my balance to $100.

Then I made a purchase of $105.49 for Diablo IV ultimate edition.

For some reason I cannot find, only $87.35 was billed from my MS balance, and the remainder of $18.14 was billed to my PayPal account.

I had $100 in my MS account, so why was only $87.35 billed from it?? It seems as though $12.65 is missing from the account.

Thanks,

-Drago Spirit

:)

CarTzy

Hi Tanner Nolin,

Thank you for waiting.

I would like to inform you that our support boundaries are limited to what we can do or recommend on our end, this is a public forum and we do not have access to account records. We recommend that you speak with our live support. They will investigate your case and assist you further. It’s best to work with them as they have the necessary tools to further diagnose the issue and provide you with a timely resolution.

Please follow the steps below to reach out to our live support team.

Please use this link: Contact us | Xbox Support
Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
If not, please select the country/region it is showing and select the correct one among the list.
Make sure to use to check the available contact times of the support.
Select the "Contact Us" button
Select the drop-down menu options that will match your concern.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.

ngocphi

contact support via phone

if you are suspended for payment info then you must pay off the balance

when a transaction does not go thru ms doesn't receive any payment

if it is a banking account you will receive a insufficent funds fee

thats to do with your bank not ms

Smwutches

It would have been added as part of your Microsoft account balance. So if it's not in your balance now, check your transactions after that deposit to see if it shows it was used on a purchase or if it expired (funds from the Rewards program expire after 90 days).

Janet_C

Hello!

Hope you are well. I'll be glad to assist you.

In order to offer you better assistance please give me a little more context of the problem, What exactly do you mean?

I will be attentive to your response.

Best regards.

Saeleth

Hi there,

They will use funds on your MS account first, then your bank account for any remaining balance 😀

Missing funds from my MS account balance without transactions