Why can't I use $25 credit in my microsoft account to buy game apps?

Anonymous
2014-01-06T04:26:20+00:00

I received a $25 promo code from Best Buy when I purchased my new HP laptop. After following the directions, I was able to redeem the $25 and my microsoft account shows a balance of $25. When I try purchase a game app from the Microsoft store, I get prompted to enter my credit card information and am not given the option to use the $25 in my account. I tried contacting Microsoft support several times. First I was told I had wrong site, even though it was a link from the game I tried to purchase. (Which is showing as a Microsoft product by the way.)

Finally I was given a number to call for the Microsoft store support. After scanning my machine to find the problem, I got a sales pitch for their IT service. Needless to say they can't fix the numerous problems they found with new brand new laptop unless I purchase at least a 1 year plan for $175. Seriously, I am expected to pay over $100 so I can use my $25 of store credit.

Can anyone please tell me what I need to do to fix it so I can use this money in my Microsoft account to buy the game I want from the Microsoft store?  As of right now I am so turned off by the whole process which has taken up my entire evening, I'm ready to write off the money and move on. I don't really need the game apps anyway.

Windows for home | Previous Windows versions | Microsoft Store

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments
Answer accepted by question author
Anonymous
2014-07-21T02:56:23+00:00

Just received an XBOX gift card and had a similar issue (cannot purchase a game add-on using "account" money).

However, when I logged on XBOX as myself, found the same item in store and made the purchase on XBOX, it used the account balance first, as expected.

Prior to purchase I did check in the account settings on XBOX that I could see the account balance > 0.

HTH,

Boris.

Was this answer helpful?

100+ people found this answer helpful.
0 comments
Answer accepted by question author
Anonymous
2014-01-06T23:57:09+00:00

Hi,

I would suggest you to contact Microsoft Store support for better assistance:

**http://www.microsoftstore.com/store/msusa/en\_US/DisplayHelpContactUsPage/**

Hope this information helps. If you need further assistance with Windows, let us know and will be glad to help.

Was this answer helpful?

40+ people found this answer helpful.
0 comments

54 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2018-05-10T18:29:06+00:00

    I finally solved my issue thanks to a very nice support tech!

    The problem was a mismatch with my account & region, when my ex-girfriend Amanda (who worked for Microsoft) setup a premium .msn email account for me, at the time she just populated the required info for me but left the region as US but I am Canadian.

    If your balance is not showing in your Microsoft set your region (see below) 

     

    I guess this is important as the funds need to be the correct currency!

    Was this answer helpful?

    0 comments
  2. Anonymous
    2018-05-10T07:25:04+00:00

    i put 53$ im my credit card for ark survival evolved and its saying like we can not process ur payment at the moment plz tell me why this is happening???

    Was this answer helpful?

    0 comments
  3. Anonymous
    2018-03-30T03:18:07+00:00

    I can relate why you are so frustrated... I have had $14 on my account for the past 3 years now & also cannot make a purchase from the microsoft store.

    This has happened to me twice now, first I wanted a simple utility that was on sale for $6.49 and I emailed & complained and the CSR replied saying they had never heard of having funds on a microsoft account, I was furious & eventually just let it go, it seems they just wont answer the question why this happens.

    Now just in the past few days I tried again to get "Bridge Constructor" for my daughter, the demo worked fine & she liked it but again It has no option to use my funds in my account.

    For the record I have tried various different regions namely the US and Canada and even navigated right from the microsoft store application and clicked the link right next to the balance, but no matter what I do there is NEVER an option to pay with my account balance...

    Can someone please help complete the transaction, or just refund the money to my bank, I will even give you the balance left after purchase of the game which is $3.49 CA ...  I will let you keep some of it  but please don't steal it all from me & not let me get anything that's not really fair

    Was this answer helpful?

    0 comments