Unable to Add Billing Address

A common cause of the "it’s not you, it’s us" error when adding a billing address is that the Microsoft account profile is incomplete, especially the language or country/region setting.

Try this:

1. Open the Microsoft account profile at https://account.live.com.
2. Go to Your info.
3. Check that language is set and not blank.
4. Check that country/region is correct.
5. Save any changes.
6. Try adding the billing address again.

If it still fails:

1. Open the browser in InPrivate/incognito mode.
2. Try the billing address update again.

If the billing address is for a personal Microsoft account purchase, billing address changes apply only to new purchases. Existing active subscriptions continue to show the previous billing address unless the subscription is canceled, the billing address is changed, and the subscription is purchased again.

If sign-in is also failing, use the Sign-in helper. If the issue continues, use Contact Microsoft Support. Support agents can route the case correctly, but they can’t change account details directly.

References:

• can not update billing address - Microsoft Q&A
• Can't update my billing address - Microsoft Q&A
• How to manually update my billing information or reactivate my Skype Credit? - Microsoft Q&A
• How to change your Microsoft account name or address