New payment option wasn't charged and Gold is now suspended

mlanX · Mar 14, 2015

My auto-renew of Xbox Live Gold is every January 24th, and before that date I changed my payment option of my subscription. They sent me a lot of emails about update payment information through the months, but seemed to be OK. Since last week, I can't use
Gold services, so I entered on commerce.microsoft.com, and seems like they're still trying to charge my subscription on the expired credit card that I thought I removed. The thing is, on the "commerce.microsoft", it confirms to me that my payment option of
the Gold is already my new credit card, but on the overview, it says that is pending on the old credit card, which I changed BEFORE the renew date, and now I don't know how to proceed, and my Gold is temporarily suspended. If anyone can help me, I would be
grateful

:)

MTNVG · Mar 14, 2015

Charging expired debit card?

I forgot to switch off auto-renew for my gold account a few months ago, so they charged to my expired card. Sometime last month I added my new card to my payment options, and i swear i switched it to my primary payment option. Anyway, a few days ago my account
was suspended, yet today it is still trying to charge my expired card, even though (this time for sure) switched my payment option to the new card. It's saying i have to wait till 9/27 before the new card is charged. Is that right? If so, is there any way
to speed it up? If not, ill have to wait 21 days, and only have 4 days of gold left before it expires.

HardlyImaginary · Mar 14, 2015

Suspended Due to Payment Option Problem

This evening, while trying to sign in to Xbox Live for Netflix, I encountered an message saying

Your account has been suspended die to a problem with your payment option. Please use a different payment option or update your current information in Account Management.

And when I clicked payment options, it showed the payments going to someone who wasn't even us! It was a different name, card number, and zip code.

We aren't even paying monthly with a credit card, we purchased a 1 year Gold membership at Christmas time (2011) and activated it the day after new years. So it shouldn't have expired already.

If the card is changed, will we be charged again for the membership we already purchased? Or will we just have to switch Netflix over to the Wii?

Daft Badger · Mar 14, 2015

As this is a billing issue you would need to contact support for your region
support.xbox.com/.../contact-us as they are the only ones with access to your account/billing details.

Klokkwork

Suspended until you update your payment options? No worries. First thing's first. Go on your console, go to Settings --> Account --> Manage Payment Options. Add a new payment option that can handle your declined charge. Now return to Account Management.
Under "Your Memberships", select Xbox LIVE Gold. Choose Change Payment Option. Select your good payment option. The declined charge should process, and your suspension should be lifted. You may now remove your old payment option by returning to Account
Management and selecting Manage Payment Options.

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If your current payment option should be working, but isn't, you may need to contact Xbox Customer Support to have them manually process the pending charge now, or you can wait for the system to try again on its own. If Customer Support cannot process the
charge, but you're sure the payment method should be working, contact your bank or card company to make sure they have the correct info on file for you, and that no restrictions are being applied to how you use your payment method.

Daft Badger

As this is a billing issue you would need to contact support for your region
support.xbox.com/.../contact-us as they are the only ones with access to your account/billing details.

Klokkwork

Billing suspensions occur when Auto-Renewal is on, and attempts are made to bill the payment option for the new cycle. A grace period allows you to keep playing even after the charge is first declined, but this lasts only a while. If you're suspended on
a 1-Month Gold membership, it may have backed up for one or two cycles. At most, your account is trying to bill about $20 or so. In order to get this cleared up, you'll need to add a new payment option to the account; one that can successfully cover that
charge. Or, you could resolve whatever is preventing your current payment option from working. If you do need to add a payment option, here are the steps.

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Log into your profile on your console. Select the option to update your payment instruments. From Account Management, select "Manage Payment Options". Choose Add Payment Option. Once the new payment option is on file, go back to account management. Under
"Your Memberships", choose "Xbox LIVE Gold". Choose Change Payment Option. Select your new payment instrument, and it will charge the past due balance right away. This will lift the suspension, and your Gold membership features will come back, along with
web access to account management, and your Friends List. After that, you may turn off Auto-Renewal on xbox.com/account, or by calling Xbox Customer Support.

Klokkwork

Suspended until you update your payment options? If you want to update your payment option, just go on your console, access Account Management. Under "Your Memberships", select Xbox LIVE Gold. Then choose "Change Payment Option". Select your good credit
card. The declined charge will process right away, and your suspension will be lifted. Happy gaming.

KILLERHEDAKE

Call 18004MYXBOX. Typically this type of suspension is caused by a form of payment for Live Gold was declined. The account won't auto suspend until a few payment cycles have attempted to charge the card, usually a few months. Once it suspends, you will need
to speak to a customer service rep to pay the services rendered, the few months on Gold that were attempted to be charged for, add a new form of payment or remove the form with the issues, and make any additional changes to your account information. Unfortunelty
beyond that, the forum won't be able to assist much.

New payment option wasn't charged and Gold is now suspended