simply trying to make an online purchase....

CECILPHILIP · Feb 22, 2019

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CECIL [Mod Removed- Personal Information]

CAGEDCHRIS...

Hi there Cecil. Glad to have you here today. How's your day going?

I'm trying to make an online purchase and the website won't let me.

I appreciate you telling me this one Cecil. No worries, I got your back here. I’ll be finding the best options to get this resolved in one-contact.

This is something we don't want you to experience. For us to get started, I may need to check the account. May I know if this is the gamer tag that we are working right now? CagedChris26

correct

Thank you for confirming that, Cecil. Also, may I know what is the item or game that you are trying to purchase on the account?

gears of war 2 and 3, to my my xbox one console. i'm trying to download them.

btw, will i be billed for support?

Oh, got it Cecil. No worries about our session, this is totally free of charge

By the way, mentioning that you are trying to download the games, does that mean you already owned these games?

no, i've been trying to make the purchase from xbox.market.com, something like that

Alright, thank you for that. May I know what is the exact error message you're getting when you try to purchase these games?

it doesn't give me an exact error, it just says an error occured. please try again later.

Thanks for that! Here's what I am going to do here. I'll go ahead and check the account here for you so that we can be able to check what would be our next steps to help you sort this out. Sounds like a plan
to you?

ok

Thank you so much! By the way Cecil, it looks like the games you are trying to purchase are both backwards compatible games?

yes, so i've been told

I see, thank you for that. Are you also using a card to purchase these games?

a credit card

Thank you, Cecil. I just want to make sure if I am checking on the correct game, is this the one you were trying to purchase?https://marketplace.xbox.com/en-us/Product/Gears-of-War-2/66acd000-77fe-1000-9115-d8024d53082d

let me check. one moment please

Please take your time.

that's it. and part three as well.

Alright, thanks! Have you tried purchasing the game from the website as well?

that's been trying to do, several times now. the screen/website merely blinks and it stays on the same page.

Thanks for trying Cecil. Before trying to purchase it on the website, were you able to try purchasing the game as well on the console?

btw i've tried from two different computers. the other is from a public library, all theri software is up to date.

yes, but it won't let me.

That's fine, I totally appreciate you for trying that. Let me go ahead and check further information here on my end to check some other ways on how you can purchase the game. Kindly allow me 2-3 minutes here
to do that for you.

Please stay connected

Thank you for staying connected, Cecil. I have checked some information here regarding purchasing backwards compatible games and it says here that some games will require you to purchase it on an Xbox 360
console since Xbox 360 consoles has a different marketplace.

You can check some other information about purchasing Xbox 360 games on Xbox one here Cecil : https://support.xbox.com/en-US/bill...s/troubleshoot-xbox360-marketplace-purchasing

but i have a ONE console, and i've been told that i can make these purchases, apparently from your website. your website is misleading otherwise.

hello

There can be a lot of factors why you are unable to purchase Xbox 360 games on your Xbox one console. First one would be the maturity of the account. Is this the first time you're purchasing a backwards compatible
game?

i want a copy of this script for public use, if your company fix these issues.

it's not my first time

I see. The reason why we want to get the exact message whenever you make the purchase is for us to isolate what is happening and possibly coordinate this one with our specialists.

And sure thing, I can provide you one and sent it to you through e-mail.

ok well in the meantime, in the past i've tried using a redeemable gift card to my ONE console, that didn't work. and now i'm simply trying to make a purchase from the online store. and you expect me to purchase an old outdated
console, because the website won't let me. please the entire script PLEASE

Oh, using gift card in purchasing backwards compatible games on Xbox one or on the Xbox one marketplace would not work but you can use that if you are going to purchase on an Xbox 360 console.

so i would have to purchase an old console. does Microsoft sell 360's anymore, NEW ones? i won't do that.

For this one, I can also suggest purchasing physical copies of the games that you can use on your Xbox one console. By the way, may I please have the best e-mail address where you want this to be sent?

i tell you what will do though, email your corporate offices, and save every response for public use. i suggest you fix your website

[Mod Removed- Personal Information]

Thank you for your suggestion, Cecil. I'll make sure to take note of that and send your feed back to our team so we can improve our services.

Thanks for that!

does your team think they can fix the problem, to be less of a hassle/problem for future consumers?

I do appreciate your concern on this matter Cecil and our team are doing their best to make sure that our Xbox one fans will have more access to Xbox 360 games though there are some restrictions due to the
marketplace of Xbox one and Xbox 360 games. Mostly affected on the restrictions are child accounts.

and your solution is i buy the OLD OUTDATED console, which i'm not sure microsoft even sells new ones anymore. BRILLIANT!!!

We are not mainly requiring to purchase Xbox 360 consoles but if there's a restriction regarding the maturity of the account, we have to wait until the account reaches the right age and become an adult account
and then, you'll be able to make purchases using a valid payment/card on Xbox one.

ok well i'd like your corporate offices email address, or an email address where this can be reviewed.

I can definitely check that one for you, Cecil. Please bear with me.

hello

Yes, I am still here. Getting the information for you, Cecil. Please bear with me for 2-3 minutes. Thanks!

:)

baltyofgod

If you still have an Xbox 360 you can buy them from there with Xbox credit, if you are on one you should have a prepaid card. But the more games 360 are accepted by buying them on one, maybe some do not. Try to download on the
webpage The games in question by buying them from there

CECILPHILIP

What type of payment method are you trying to use while making the purchase via the website?

credit card

XBF Leslie D

Hi cecil,

Thanks for getting back to us. Sorry to hear about the occurring issue attempting to purchase a game online. I would like to confirm since it hasn't been mentioned what exact error are you getting when trying to purchase the game? have you made purchases
on your account before? Did you attempt the troubleshooting steps provided by Esteban and did you check update your billing information as suggested by Brad? If so is the outcome the same with the purchasing error?

Also, as this being a billing issue you may always request a callback from our billing support team so they can further assist since they get access to tools we don't have here in the forums.

When you go to Contact Usto request a callback, follow these steps:

Step 1 ----Select Xbox One
Step 2 ----Select See other options
Step 3 ----Select topic
Step 4 ----Select "Show contact options"
Step 5 ----Select request a call from support

Once they call, explain the issue and they will be able to help you.

XBF Steven R

Hey there Cecil!

Sorry to hear that you're dealing with this difficulty.

As I understand it at the moment the Xbox 360 Marketplace is best accessible from a 360 for digital purchases with a card, but I'm sure that Microsoft is working on merging it into the One's for easier access by customers to purchase backwards compatible
games as you're looking to do. However, there's no news on when this will happen. For all the information we normally have to trying to get around this problem, you can always refer to

Troubleshoot Xbox 360 Marketplace purchasing

In order to get more eyes on this issue, and see if you can get Microsoft to prioritize this in their next update, I suggest posting about it on the Xbox Ideas
page, as that's where corporate goes for feedback and input from the public and customers overall.

Hope this information was helpful.

Thanks for reading!

CECILPHILIP

i tried from my xbox one console, using a redeemable gift card. didn't work. just recently i've added my credit card info...

i tried to delete the comment after i made my mistake, ok so whatever. this whole thing is just a little frustrating, all i want is a simple purchase.

simply trying to make an online purchase....