Why can't I change my billing info, and why is my Gold "suspended"?

BIGpoppaKEGdog · Nov 8, 2014

For the last 3 hours I've been trying to enter the correct credit card for my Gold subscription, because even though I changed it months ago, it seems my Gold subscription has been charging to a credit card that no longer exists. As a result, I've been suspended
until I change my payment option to something valid, which is expected, but for some reason I can't do that, I've tried everything, I can't change it from either console, it just says I can't do it. I've tried this Billing : Payments and purchases but
the "change payment option" isn't there for me, so I just tried to remove my old non existent card which gave me the option to change payment option that way, so I put my new card details in, and go to hit "Authorize payment option" but nothing happens, at
all.

What's going on here? It's doing my head in, I was really keen to download a few new games I've been hoping to get.

:)

F5PinNeutralize · Nov 8, 2014

Region is US but I live in Canada

Changing region. My account is saying US and I can't set up billing info for the US. I need to change my account to Canada. I don't live in US why did Xbox put me in US if I can't change it to Canada?

Foxy Phir · Nov 8, 2014

Foxy Phir Account Still Disabled

I just learned that my account was not suspended for any illegal activity after having to create a forum post as a new user. Can you pls get my account back up and running? I had to cancel my Gold membership since I was unable to purchase anything
or change my billing info. Now I can't redeem the subscription code I was given when I cancelled. Please help, I still don't know why my account was suspended in the first place, which is pretty ridiculous.

Mister Beep · Nov 10, 2014

Hey there BIGpoppaKEGdog!

Sorry to hear about the account issues! For billing related issues, the best avenue to go through to get it resolved is to contact our phone support agents through our
Contact Us page. Give them a call and feel free to post back if you need anymore assistance!

Mister Beep

Hey there BIGpoppaKEGdog!

Sorry to hear about the account issues! For billing related issues, the best avenue to go through to get it resolved is to contact our phone support agents through our
Contact Us page. Give them a call and feel free to post back if you need anymore assistance!

cedanoBossB

microsoft cannot let me pay cause my account been suspend, i have a question: how can i pay and change my expired card if my account been suspend?

how can i use mt prepayed car 1 year gold if this account been suspend?

i still can play with this account but not in live why can't i pay if i can use it where is the problm?

Ben4724

Thanks for the details you have provided! May I ask what item is it you are trying to purchase? And on what Microsoft store region?

It could either be the region of the store you are trying to access which didn't match your accounts region and address reason as to why it is not showing. For Microsoft account region, you can check this via https://account.microsoft.com page, to know the Microsoft store region usually on the link you will find if the page is in US, Australia, UK, etc.

G_Pingu

Hi Ben! Thanks for the quick response!

I have tried the method you mentioned and added my payment method as well. It still refuses to set my billing address.

As seen on the image above, it still displays "no default address" although I've selected one already.

Ben4724

Hello! My name is Ben a fellow member here in the community, not a Microsoft employee. Hope you are doing well!

With regards to this problem, did you tried adding your billing address first via https://account.microsoft.com/billing/addresses page? Try to add it on this website first, once done if you have other addresses not being used anymore try deleting those first then set the new one as your primary.

After doing so, if your payment method is not yet added on your account you can also try adding it on the payments page to be found on the same link.

Feel free to let us know here how it goes, you can also provide a screenshot of the problem but please don't include any personal information here in the community since this is open for all members.

Looking forward to hearing back from you so we can further assist.

Kind regards,

Ben

Why can't I change my billing info, and why is my Gold "suspended"?