Why can't my son buy games?

WimpishSoup253 · May 17, 2018

My son received X Box cards for his birthday and we were able to get as far as redeeming them into the Microsoft Account. But, whenever my son tries to buy a game, there is no option to purchase from the Microsoft Account, it only allows PayPal, credit card
or redeem gift card (which, as I said, goes into the Microsoft Account). How can my son buy games? And why is this process so counter-intuitive? And why can't there just be a contact phone number for support since all customers are not tech wizards?

:)

Misses Quinzel · May 17, 2018

why can't my son play online?

Hey there, kerenluli72!

I'm sorry to see any issues connecting up to Xbox Live! Sometimes, on Xbox 360, testing the internet connection will resync the account to Xbox Live and let users enjoy their Gold features. You can run this by going to Settings > System settings
> Network settings > [select your connection] > Test Xbox Live connection. This should get you guys sorted out.

Let me know how it goes! Happy to help further if it's needed.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

kerenluli72 · May 17, 2018

why can't my son play online?

today I paid for a new membership on xbox live in order to play online with other gamers in his xbox 360

it doesn't work at all. can anyone please help me help my son?

WPAK · May 17, 2018

Hi there,

to be sure can you check if the currency shows up at
https://account.microsoft.com/billing/payments?refd=account.microsoft.com to see if the currency value shows there, if it's not showing there please double check if the same account was used that redeemed the gift cards.

If the currency does show there, be sure to check what region it shows as the console must be set to that region. (Region on the console can be set via Settings - Language and location)

When the console is set to the same region as the currency is for, then it should be possible to purchase content via the store via the account balance, there is an exception though. Xbox 360 content (which can be backwards compatible for the Xbox One) can't
be purchased via the balance on an account, but has to be purchased via different payment options. (Unless the 360 content is purchased via an actual Xbox 360 console)

On the Xbox One, games and DLC should be purchaseble via the account balance if the requirements like same region etc are met.

Regarding a contact Phone number. Depending on the region this link will show a contact number for Xbox Support: Customer Support make
sure the region in bottom left corner matches your country.

For some regions it won't show the phone number in that case you will have to use the Call back option or Microsoft Support Chat option at
Contact Us | Xbox Support

steeledwand7664 · Nov 3, 2018

Also keep in mind if you are trying to purchase xbox 360 product on an xbox one or on a web enabled device you can not use Microsoft account currency to purchase them unless you are on a xbox 360 console itself.

WPAK

Hi there,

to be sure can you check if the currency shows up at
https://account.microsoft.com/billing/payments?refd=account.microsoft.com to see if the currency value shows there, if it's not showing there please double check if the same account was used that redeemed the gift cards.

If the currency does show there, be sure to check what region it shows as the console must be set to that region. (Region on the console can be set via Settings - Language and location)

When the console is set to the same region as the currency is for, then it should be possible to purchase content via the store via the account balance, there is an exception though. Xbox 360 content (which can be backwards compatible for the Xbox One) can't
be purchased via the balance on an account, but has to be purchased via different payment options. (Unless the 360 content is purchased via an actual Xbox 360 console)

On the Xbox One, games and DLC should be purchaseble via the account balance if the requirements like same region etc are met.

Regarding a contact Phone number. Depending on the region this link will show a contact number for Xbox Support: https://support.xbox.com/contact-us?isChatCallAvailable=false make
sure the region in bottom left corner matches your country.

For some regions it won't show the phone number in that case you will have to use the Call back option or Microsoft Support Chat option at
http://support.xbox.com/contact-us

steeledwand7664

Also keep in mind if you are trying to purchase xbox 360 product on an xbox one or on a web enabled device you can not use Microsoft account currency to purchase them unless you are on a xbox 360 console itself.

KRATOS8826

I saw one and tried to use it for my son's console but it tells me my settings don't allow free or paid content. It worked fine for my console. I can't even buy gold for his setup. Why is this?

EradiKate8117

Hi Zeroice,

The issues began before I cancelled the subscriptions.

My son's still can't play shared games unless my profile is logged in

But if I'm logged in to one xbox, then it logs me out of the other xbox.

So both son's can't play at the same time, why can't they play these games from their profiles?

DonaldRoyer

I'm having same issue here.

You buy your kid a game, why is it so difficult to play?

Had to set up my son, had to get him a email account, had to get Live Crap.

Still can't play the game because he doesn't have Permission.

HELP PLEASE.

Why can't my son buy games?