XBOX Live - Gamertag history lost on renewal

The XBOX Live subscription lapsed on my sons account this week and could not access certain services such as the online games requiring membership, netflix (yes I do have a netflix account). I got an online renewal code and when he tried to enter it via
the xbox the system was giving an error code and not taking him to the screen to enter the product key. I renewed it online instead of via the xbox and when he tried, he still could not access the services or even see the subscription status as it was not
available. Went on live chat and the support person did something at their end to resolve the problem. After they applied their fix he could log on but there was no gamertag history so he had lost everything on Black Ops, Forza, all friends had disappeared
and it looked like he had been reset as a new gamertag. Probably spent about 4 hrs on chat today trying to resolve it and tried the usual, remove profile and re-added via download, reset the XBOX (not to factory settings though as that won't do anything extra)
etc etc. The account does not show any history prior to the renewal this morning so it looks like instead of renewing and carrying forward the 2 years worth of history, it has reset the account as a new user and started again from scratch!

The help team have exhausted all their checks and have asked me to post in this forum as the moderators have a lower level of access to the systems than they have. As everything is driven by on-line these days I can only assume it is a problem with the backend
servers or someone has made an update to the renewal process and it has *** some accounts up when the renew. I work in IT so when someone tells me that cannot happen I know it is not true, anything can go wrong, it just may not happen very frequently or a
new software release has not been tested properly

So basically has anyone encountered this previously and can help or am I just going to have to live with a hacked off son for weeks / months as the renewal process has a bug ?

Help would be very much appreciated

:)

 

How to Renew your Xbox LIVE Gold Membership

Overview of Xbox LIVE Renewal

When your current Xbox LIVE Gold Membership is about to run out, you will get a renewal message on your screen.

• Month-to-month membership- Notification comes 15 days in advance
• 3 or 12 month membership- Notification comes 30 days in advance

Xbox LIVE membership can be renewed using a credit card, a debit card, or a Prepaid Gold Membership Card.

If your automatic membership renewal (auto renewal) is set to off, you can purchase a new subscription or use a prepaid membership card to renew your Xbox LIVE Gold Membership.

Renew with a payment option by purchasing a new membership:

Steps to Follow

1) Use your Xbox LIVE gamertag to sign in.

2) Under Settings, select Account.

3) Proceed to Your Memberships, and select the membership that you currently have (for example Xbox LIVE Gold)

4) Select Modify Membership and you will be presented with a list of renewal options. If you are on an Xbox LIVE Free Membership, you can choose to upgrade to Gold Membership.

5) Select a membership option, then Confirm Purchase.

Once you have confirmed your purchase, the following will happen:

• The payment option you are using will be charged immediately.
• The time subscription plan you have just purchased will be added to your remaining subscription time.
• Your Xbox LIVE Gold Membership will be activated and auto renewal turned on.

Take note:

If you use a credit card as your payment option, you cannot remove it on file until your current membership expires.

There is a procedure you can follow to add or change your Xbox LIVE payment option.

Renew with a prepaid membership card

It is possible to renew your Xbox LIVE membership using a Prepaid Microsoft Gold Membership Card. This card is available at retail locations.

If you choose to redeem a prepaid Xbox LIVE membership code, you will be added time to your existing Xbox LIVE membership, while your renewal settings will remain unchanged.

How to turn on auto renewal (for existing membership):

If you are already on Xbox LIVE Gold of Family Pack membership and you want to turn on auto renewal without purchasing new membership, you should contact Xbox Support.

How to Troubleshoot Xbox LIVE renewal:

If there are issues with your Xbox LIVE account, you might receive the following messages. The solutions are provided below:

• Error: Your credit card has been declined several times by our billing service.

This means that your credit card has expired, or the information on it has been changed. To solve this problem, there is a procedure you can follow to change payment option for Xbox LIVE membership.

• Error: 8015d080

In case you receive this error message, you need to contact Xbox Support.

 

How to check your Xbox LIVE or Zune billing and purchase history

It is possible to have a look at the history of all purchases made on your Xbox LIVE account.

View charges on your Xbox LIVE account

1) Sign into the Microsoft Billing website using your Windows Live ID. (This is the email address and password associated with your Xbox LIVE account or Zune account).

2) Go to Your Payment Methods and choose the payment method you want to go through its history (for example, credit card).

Note: Zune purchases are found under Your Services.

3) You will see a list of charges for the current month (for example, membership renewals and Microsoft Points). If you want to look at the charges from another month, you can change the Statement Period accordingly.

If charges are not showing up, confirm that you used the right email and password associated with your Xbox LIVE account to sign into the Microsoft Billing website.

Look at your Xbox LIVE purchase history:

There are two ways you can use to see the history of purchases you have made using your Xbox LIVE account:

• Sign in using your Windows LIVE ID and go to Purchase History.
  
• Use your console to view your Xbox LIVE purchase history

Steps for using the console:

1) Use your Xbox LIVE gamertag to sign in.

2) Under Settings, select Account.

3) Go to Download History. You will see a list of items you have downloaded.

Note: If you are on a 2 year Xbox LIVE Gold Contract, you will get all the relevant information under your billing history and purchase history. You will be charged a monthly subscription fee of $14.99 during the 2 year period.

Look at your Zune purchase history in the Zune software:

1) Start the Zune software and Sign In using your Windows LIVE ID in the upper right hand corner of the screen.

2) Under Settings, choose Account.

3) Select Purchase History. You will a list of your purchases by category.

Print a list of charges to your account:

1) Sign into the Microsoft Billing website using your Windows Live ID.

2) Go to Your payment methods and choose the type of payment method you want (for example, credit card). You will see charges for the current month.

3) Click on Show print view. A new window will open with the month's transactions.

4) Click Print on your browser.

 

Are you sure he is signing in with the same e-mail address that was used to previously set up the account? When he signs in is he seeing the same gamer tag?

If you are using the credentials here that you use to sign in on your xbox it is not showing up as gold.

 

Hi, I am using the same credentials. When I log onto the account online it is showing as registered as pre paid 12M XBOB Live Gold. I only have the single account and gamertag. I l also have the *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** email to confirm the Gold activation. Could the
servers be out if sync and not replicating the renewal across all services?

 

one additional thing, I have asked the chat team, twice what change they made to activate the renewal to get it to work but got no response. This is the first logical step to check what the root cause could be so can you look at that

 

This is a support forum monitored primarily by users like yourself we don't have access to that type of information. When you first posted your account was showing as silver but now it is showing up as Gold. Has your experience online changed? If not
again try removing the profile from the console and re-downloading it. Good Luck!

 

Sorry but I am confused, looks like I have mistaken your feedback to be from the Forum Administrator. I was told the following by the Microsoft on-line support team - 'I would like to refer you to our Managing my XBOX Live Account on XBOX ONE Forum. Inform
them to check your account for possible history since they are the only one who has direct access to the server'. They then posted a link to this forum

Does anyone know how to escalate this to the appropriate person who has access to the serve and can see the transactional history ? Looks like the online chat support only have the standard checks to make from their knowledgebase and all have been tried,
so the next step is to attempt to get in touch with someone with a lower level of access to the system to check. I can't find a help desk telephone number for the UK, so if anyone has that it would also be a great help.

 

That has to be done by phone or chat support they are the only ones that have access to that information. Many times the users are given incorrect information and are sent here. Sorry for the confusion. See if this number helps you out.

Xbox contact number:

0800 587 1102 (free to ring)

 

@ahughes200: If you have redeemed/applied the prepaid code online, and you have mentioned that it is on the correct, same account. And you said you see the gold subscription online.

We have steps to correct that. Can you tell me what console do you use, is that Xbox one or 360?

For support in the UK,

o Hours of Operations:

 Monday-Friday: 09:00-9:00PM

 Saturday: 10:00AM-6:00PM

 Sunday: 10:00AM-6:00

 Phone:

 020 7365 9792 or 0800 587 1102 FREE

 Hearing Impaired (TTY device): 0800 5871103 FREE

 Contact page Xbox One Support | Xbox 360 Support | Xbox Live and Billing Support

I hope this helps. Let me know.

 

@ahughes200, one possible issue that I'm seeing here is that your console can be outdated. Is there any chance that you have tried signing-in a different Xbox Live Profile to your console?