What do I do in this situation

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Memewithatheme, I'm sorry about what happened to your brother's account, in cases like this you should try to recover your account by the account recovery form below.

Recover your account

https://account.live.com/acsr

Help with the Microsoft account recovery form

https://support.microsoft.com/en-us/account-bil...

Hi there. My name is Ron, I'm an independent advisor. I will be more than happy to help you.

Please use this link to request a refund, https://support.xbox.com/en-US/forms/request-a-....



You can get the order number from this link, https://account.microsoft.com/billing/orders.

Hi, check your Microsoft purchase history here for information regarding any purchase(s) made to your account: Microsoft account | Order history

If the charge does not appear on your account, and Microsoft Support has failed to assist you, you can file for a chargeback with your bank for fraudulent activity.

Redeeming Xbox currency cards has never been an issue in Puerto Rico. Since the island is part of the US and uses the same currency these cards could be redeemed using the app, console, webpage or phone without having any issues. Just recently I saw that when redeeming a gift card, the word Puerto Rico shows up before pressing the ok button. I’ve been a Xbox user for over 15 years and have bought numerous Microsoft point cards, membership or gift credit cards and never experienced this issue.

A couple of months ago I redeemed over $200 worth of Xbox gift cards and now they are stuck in a weird Puerto Rico currency which there is no store. When I try to buy something it automatically takes me to the US Store. People love to reply to these messages saying that you can only buy things from your regions store. Well the Puerto Rico region store is the US Store. And the Puerto Rico Currency is the US currency.

I spoken to multiple Microsoft Help Center employees and they simply don’t know how to fix this. The main problem is that the issue is not being elevated high enough in order to get some actual technical help.

I’m glad the these forums are showing multiple people experiencing the same issue so Microsoft can help

And solve this problem for us. We are talking actual money being lost for what is very likely a system error for the Puerto Rico region.

Hi ReD, I hope you're doing great out there. I am an Independent advisor and I am here to help you in regard to your concern.

Just a friendly reminder though that in buying on Microsoft Store the physical location, payment method region, Microsoft Store region, and account region needs to match.

You can only use the currency in the same Microsoft Store region.