Serious problem with region setting and unable to amend

I am extremely disappointed in my experience with Microsoft/Xbox Live Support and my issue with my Xbox Live account which apparently cannot be fixed for me.

Last Friday I purchased on Amazon a £20 Xbox credit logged in with my UK account and bought in GBP. When I went to redeem the code, with my Microsoft Account online on my laptop (not my xbox), it came up and said that it was the wrong region and pointed
me to the region settings to amend. I did this and then set back to GB. Or so I thought… When I came to try and purchase a game with the credit – my account was defaulting to USD, games were showing in USD and when I tried to amend – there was no way to
do this.

There were no payment options set up under the USD account and being in the UK, I am unable to set one up.

I contacted Microsoft support the following day, Saturday via Live Chat and was told that the region was set to GB and the issue should resolve itself within 24 hours.

24 hours later, my account was exactly the same, so I asked for a call from Microsoft Support. They called me immediately, but when I tried to explain my issue, the support person did not understand, then forwarded me to the Xbox live support who were
closed and I was cut off. I asked for another call back. This time I was on the phone for 30 mins and again was cut off.

I had another call back, a third person to speak to and repeat what had happened again. Still no resolution, so they passed me to a colleague to assist. The outcome of this call after a further hour on the phone was for them to tell me that the Region
cannot be amended until 3 months have passed. They could not do this for me although this in the first place was a mistake with their website.

I now cannot use my Xbox Gold account, I cannot purchase games and so am missing out on the Gold Discounts, I cannot even download the FREE Gold games which I get with my subscription (I have a 360 and an Xbox One), as it asks for a payment method I am
unable to set up.

So 3 months of my Gold subscription which I have paid for is USELESS. Any games online I cannot buy and cannot use the £20 credit sitting in my account for 3 months.

I find it unbelievable that someone cannot resolve this issue for me, the region being set incorrectly due to an error on the Microsoft website. My colleague also got the same message redeeming a code on a pc, but he waited and tried this on his Xbox One
and was successful without amending the region. Can this be resolved?

:)

 

Mircotransactions/DLC Camo's

Also, not really liking the new forum design in being UNABLE to amend posts. My original post is fill with errors. Beforehand I would've be able to do a quick amendment.

 

Can't download lost plant2 on xbox.

If your location and region are not the same you can amend by following these steps:

support.xbox.com/.../change-region

 

If you migrated your region, then you will have to wait the 3 months. You can continue working with support to see if they can do anything, but as you've already stated, they've already told you the 3 month rule.

For future reference, if it's just a region issue on the website, you can change the region of the site in the bottom left corner of the page.

 

I understand your comment and thank you for your response, however, this doesn't change the fact that I am unable to get the Gold free games which I am subscribed to and have already paid for. I can't use my Live account for the next 3 months to purchase
games or access the credit I have.

I work in IT as a Software Tester working directly with a development team and as such databases can be amended with a data fix when something is wrong.

I would expect Microsoft Xbox Live Support or Development to be able to resolve this unacceptable state of my account.

 

Where exactly did you go to change your region?

 

Hi Johnny,

When I tried to redeem the code for the Xbox Live credit - it gave me an error regarding the region and advised me to change it. I was on a laptop at the time not on my Xbox and so followed the link to change the region.

 

hi, I'm in the same trouble

I made the change of region yesterday (I made it without reading the rule, I admitt)

I don't understand why isn't possible, if I didn't have any benefit from this change, to revert it from the technical support

and it's incredible that there isn't an email address to send a complaint, but I will be obliged to send a fax...

ps: sorry for my bad english...

 

It's a DRM restriction placed on the account that needs to be implemented on the account, it's not just a Microsoft Policy.

 

So is there any way to fix the digital rights media restrictions if it was a mistake and the account is incorrect and the user is unable to use their account including gold which they have paid for?

Thanks Johnny

 

Your issue is that you bought an out of region currency code

That's the problem.

Since you wanted to redeem the code you have to redeem it only on an UK account that's why they agent told you to do so

It's not ms fault you bought the wrong code

All currency codes a can only be redeemed and used on the region they were purchased in

Even if you move back to us account in 3 months the currency doesn't transfer between regions and the 3month limit is a hard limit

It isn't meant to be used just for using out of region codes but actual moves

You should've purchase the correct one

Your would sti have to buy a us currency code

 

It is set in the terms of use

You aren't supposed to use things not of your region

You have to deal with the consequences

Your account is still usable but you can only make uk no region locked content purchases

Which Good luck in finding them as far as games with gold goes

Your account region should always reflect your actual region and never buy out of region codes

Fyi it says on the card only for uk or whatever region you bought it from

 

In response, I bought credit in GBP.... so this was for the correct region. I am not an idiot. Buying GBP credit - I wouldn't expect to get a message when trying to redeem that the region is incorrect. This is a microsoft problem with their site. So,
the consequences are unagreeable and there should be a solution.

 

@Keels: to clarify your concern, Do you have US and UK accounts? Where is your physical location on the time you purchase GBP credit?

 

There is a solution however we seem to be confused about your situation

Assuming what you did

You migrated to uk correct using the region migration tool

Not the console locale

If you used the tool that way then you shouldn't have an issue

I think you are mixing two different issues

For websites purchases you can use the gbp credit for xbox one purchases

For 360 you can only use currency on the 360

The 360 webmarketplace can only use credit card or bankcard not currency even free accounts