Why is the add money to family member, account balance greyed out?

Hi,

I know my credit card works fine. It's not my credit card that's the problem, it's choosing the balance I have in my account to buy the gift card.

Can you fix this please?

Hi Ryan,

Thank you for keeping us updated. Did you try on different browsers or devices already?

At this point if nothing else is working, I suggest getting in contact with Xbox customer support and have them go over your account with you to see if there is anything to correct because we do not have the proper tools to look into that for you. Billing
related issues are better handled by customer support rather than the Xbox forums.

1. Contact us here
2. Select Xbox One
3. Select See other options.
4. Select Payment & Billing
5. Select show contact options and go to step 4
6. Select request a callback from support

Thanks for your reply. I've tried that and it won't let me do it (see picture) can't understand why?

Hi there,

I'm sorry you're coming across this issue not being able to add money to a family member's account using the balance on your own account, but unfortunately that is just how the billing system works in that you cannot transfer funds from one account to another.
You have to add money to another account in the family using the payment methods you have mentioned.

Another way to easily add money to a family member's account is purchase an
Xbox Gift Card – Digital Code so you can easily redeem the 25 digit code to the intended account and add money to their own account balance to spend how they like.

Hi Ryan,

Thanks for giving us that update. That's very odd that it's not letting you add money or even make a purchase for the digital gift card. Have you cleared the browsing cache and cookies from your web browser? Have you also tried different web browsers or
devices to make this purchase?

In case it's a payment option issue, I recommend removing the payment option you are choosing and then re-add it to make sure the billing information is updated and correct through the system as well.

Try clearing the browsing history on your browser or even try a different browser and re-add the payment option to your account and try again.

Let us know the results.