Voucher credit not showing in my balance

D3313 · Sep 4, 2019

Hi,

I have the Xbox app and obviously a Xbox One. I've already redeemed £15 onto my balance but my balance on the Xbox says £1.06 but the balance on my app says £16.06!?

My son now cannot buy the Fortnite battle pass as it still states £1.06 on the console. I have restarted the xbox, signed out and back in but still the balance is incorrect. The only place where I know my voucher has been redeemed is on the Xbox app.

Can anyone help? I've been on hold for 27 minutes to Xbox Support, so as you can imagine I gave up and hung up.

Regards

:)

D3313

Thank you for the reply.

With a closer look it seems the issues lies with Fortnite as the balance on the store is £16.06 but is still £1.06 when my son tries to buy vbucks.

Thanks again for the response.

Kind Regards

XBF Amber M

Hi D3313,

Thanks for reaching out to us in the forums for this issue. Based on the information that you've provided, if you've redeemed a code for Microsoft Account credit via the Xbox app and can see the correct amount there, you should see the same amount on the
console if it is the exact same account.

If you've already performed a
physical power cycle (removing the power cord from the Xbox) and the amount still hasn't shown up, you may additionally try

removing the profile from the console, restarting, then adding the profile back onto the console to see if it then populates.

Should it not, then I would further recommend that you
request a call back or a chat from Xbox Support so that they may further investigate what has happened. Sadly, we here on the forums lack the necessary tools required to more directly assist with billing or account issues.

Give the troubleshooting a try and let us know the results.

I hope that this helps you out!

XBF Diego M

Hi D3313,

I would recommend getting in contact with Xbox Customer Support over the phone so that they can help you with the transaction and what balance they see on their end since we are not equipped on the forums to help with these type of issues directly.

Contact us here
Select Xbox One
Select See other options
Select Payment & billing under Account management
Select show contact options and go to step 4
Select Request a call from Support if available within hours of operation or there should be a number for you to call and hours of operation for your region

I hope you can get this resolved with customer support.

Snodacious

I also have this issue. I spent 500 x2 on the 10,000 credits and 250 x1 on the 5,000 credits. In my rewards it says redeemed, but the balance does not show up on my pending credits and the balance also hasn't hit my Xbox Live account. But my gem balance
shows that I purchased those packs. So in all I am missing 25,000 credits.

euj0

Rewards Credits showed up in my balance. Consider this matter closed.

Voucher credit not showing in my balance