Suspended Live Account Due To Payment! Help!

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#1 Posted by metaluk (117 posts) -

Hey Everyone.

Someone must of had this happen to them. Anyway read on. Any help would be appreciated.

I've had my gamertag just going into its 4th year. I always used to pay for it on my creditcard. Last week my gamertag/account had been banned due to a problem with payment (right menu pops up with this message on log in to live). The card i used to use expired late last year. Live subscription was due for renewal about 2 weeks ago, and like most some propleforgot it needed renewing. I've bought a 12 months live subscription pre-pay voucher today renew my acount, but it wont let me add the voucher.

I got on the phone to xbox live helpline and figured they would be able to sort it out over the phone. But No they didnt. Person i spoke to asked has the old card expired (yes), go online on the net and change payment details he says (did that or tried..funny though the secure part of the site lists my old card plus 2 more from a few years ago). Still no luck sorting things online.

So what to do. How can i re-activate my account/gamertag?

Any hep please!

#2 Posted by SgtSilock (3114 posts) -
You CANT even log into your profile offline because of this? Poor, Poor, POOR disicion by microsoft.
#3 Posted by metaluk (117 posts) -
my 360 boots ups, right menu appears saying that message, you can go into the account manager, but thats it. voucher comes up 12 month subscription, but it says some garbage about already subscribed to re-active account change payments options...very confusing!
#4 Posted by msjr78 (4004 posts) -
So you can't update your cc information at all?
#5 Posted by metaluk (117 posts) -

I dont want to use creditcards to renew membership, much prefer the pre-pay. gamertag was made on original xbox then migrated over to 360 18 months ago. Funny thing is if you buy live on 360 with a voucher and it runs out it goes back to silver on it own, it happens if you made gamertag on original xbox and subscription runs out and not renewed (due to credit card expired or not enough money to pay etc etc).

It will let you add a new card, but not use pre-pay voucher to renew..very strange.

#6 Posted by DZBricktop (2914 posts) -
Customer service was actually right. Go to xbox.com and go to "Modify Membership". From there you should be able to add the code for the new subscription.
#7 Posted by shawn7324 (8681 posts) -

Customer service was actually right. Go to xbox.com and go to "Modify Membership". From there you should be able to add the code for the new subscription.DZBricktop

Yeah just remove your credit cards as payment options and then use the code.

#8 Posted by LTomlinson21 (24423 posts) -

[QUOTE="DZBricktop"]Customer service was actually right. Go to xbox.com and go to "Modify Membership". From there you should be able to add the code for the new subscription.shawn7324

Yeah just remove your credit cards as payment options and then use the code.

You can't do that.

I had your exact issue about a month ago and what you have to do is put in a new credit card. It will charge you for what you owe and probably again for what you have your payment set to. It's pretty stupid pre-paid cards won't fix this, but you have to use a credit card.:(

#9 Posted by DZBricktop (2914 posts) -

I had your exact issue about a month ago and what you have to do is put in a new credit card. It will charge you for what you owe and probably again for what you have your payment set to. It's pretty stupid pre-paid cards won't fix this, but you have to use a credit card.:(

LTomlinson21

At "Modify Membership" there is an option for redeeming a code. You shouldnt have to use a card when the option is right there on the screen.

https://live.xbox.com/en-US/accounts/BuySubscription.aspx?Check=true

#10 Posted by LTomlinson21 (24423 posts) -
[QUOTE="LTomlinson21"]

I had your exact issue about a month ago and what you have to do is put in a new credit card. It will charge you for what you owe and probably again for what you have your payment set to. It's pretty stupid pre-paid cards won't fix this, but you have to use a credit card.:(

DZBricktop

At "Modify Membership" there is an option for redeeming a code. You shouldnt have to use a card when the option is right there on the screen.

https://live.xbox.com/en-US/accounts/BuySubscription.aspx?Check=true

I know that, but for some reason they will not accept the use of a pre-paid card for paying back money you owe. I am guessing there system wasn't built to understand how to do that, which is a problem.

#11 Posted by DZBricktop (2914 posts) -
Wow, now that really sucks. How do you owe money for something you pay for in advance?
#12 Posted by metaluk (117 posts) -
Hmm So unless i use another card my gamertag is pretty much useless now!. Annoys me as i've had this gamertag for 4 years. What happens to the xbox live arcade games i bought and my gamerscore if i make a new account/gamertag? Gone i suspect?
#13 Posted by TazmanianDiablo (99 posts) -
wow dude thats some serious bisinesses thats y i switched 2 1 year prepaid cards muchh easier!
#14 Posted by xbx4ever (479 posts) -
I had a similar problem, call customer service again and demand to speak with a supervisor or manager, it took them a couple of days to get it figured out but I got to keep my gamertag in the end. Good luck man
#15 Posted by TheTrueMullet (1 posts) -
When i try to sing in to my account on Xbox live it says that message. So when i click update profile it takes me to the account management, but then it kicks me back to the dash board. and i don't know what to do then.
#16 Posted by tkemory (2191 posts) -
You guys need to learn to speak to customer service. Demand that your gamertag is updated with the card you just bought. That is what they are for, ask to speak with manager if the person on the phone can't help you.
#17 Posted by paulnewland (2 posts) -
Damm i thought it was only me who had that problem.I get the same thing.Funny how it did that when i downloaded the new update.Have you managed to sort the problem out yet?
#18 Posted by paulnewland (2 posts) -
Damm i thought it was only me who had that problem.I get the same thing.Funny how it did that when i downloaded the new update.Have you managed to sort the problem out yet?
#19 Posted by djrobst (2404 posts) -

You guys need to learn to speak to customer service. Demand that your gamertag is updated with the card you just bought. That is what they are for, ask to speak with manager if the person on the phone can't help you.tkemory

its nowt to do with the update was down before the update.

what the crack is that you signed up to pay via credit card reapitidly until tell them no more. you had free months which you never paid for. so they computer system wants a new credit card from you to pay for the money that you owe. as microsoft will make more money if they take the money direct from you rather than a card.

from the sound of it theys nothing you can do on your xbox or online apart from add your new credit card, pay what you owe then remove your credit card and then use the card. thats your only option on how you can move it forward unless your prerpared to keep working at them on the phones. which is what i wud do work on the phones to them.

keep a private record of the converstaions you have with the support team, let them know you have called numerous times already and had no joy in sorting the problem. note the date and time you call, how long they keep you on for and every person you speak to take they name and department. as soon as you start acting professionally this way with them they know you got they details before you get into the bunt of the complaint. if you dont get anywhere demand to speak to a manager. also keep getting all the new peoples details. then if you dont get anywhere your going to have to ask them for they complaints procedure and id write in rather than phone a complaint. from they procedure you will know how many days they take to get back in contact for a complaint and make sure they follow up or you follow them up on they own complaint terms.

its probally a daft thing in they system. and if the people on the front line also have the same problems getting rid of the arrears before you can apply the card then you need to escalate the problem thought they departments until you get to someone who has the access on they systems and authority to alter your account. after all they should be able to debit your 12 months and deduct how ever many months you've been unpaid. its the fair thing to do. and if you insist and dig deep into they team until you find people who can have access to remove the debt and do any good will jestures, as in most customer service teams the front line usually cant add any credits to your account and need someone with supporior authority to remove any debt or give ya a credit on ur account.

wont get any better advice than that. its you vs ms cust support. dig deep they will be someoene in there with the access you need to sort ur problem,. and put in a complaint if they refuse to move this on. as its not beyond them to sort this out. id just straight up tell them look my card got cancelled i no longer have a credit card etc so then this is the only way forward.

hope ya get it sorted out, no one on here i doubt can help other than egg ya on to give it to the phone line beeyatchs

#20 Posted by metaluk (117 posts) -

Hey guys.

I did finally sort out the problem. As i originally posted when i started this thread (scroll up to read it all). Basically it took me about 4 calls to the call centre to it sorted out. After speaking to 3 foreign people, none of them had a clue honestly. Even though i told them i didnt have a creditcard anymore, and i had this 12 month voucher which i purchased from Gamstation etc. Finally i got an english person, explained it all, and asked to change or delete the old inactive creditcard off my account so i can add this voucher for the membership, and that was how i wanted to pay for Live from now on with pre pay cards. (now i said this to the 3 other people who kept saying i had to use another creditcard) i got put on hold for 2 mins, guy says, 360 switched on, yes is it, tell me if the gamertag changes from gold to silver, it did, card deleted, now put in the code from the voucher..its worked no problem.

There is no point in getting nasty with them down the phone as the problem still would exist anyway, no point in getting all pissed off over the phone, its just easier if you stay calm, but be assertive and dont take no for an answer..it worked for me!!

#21 Posted by Rock_Roberts (266 posts) -

Question...did they take the time off that you didn't pay with your CC off the XBL card?

Main reason why I ask this is because this happend to me a while back...like almost a year ago. I forgot that I enter my CC on the site to get XBL to work on my OBX. I've called and talk to them and they first told me that it was sent to collections, and that there was a chance that I might be able to play on XBL again with the gamer tag. So I didn't worry too much about it because I didn't have the money then.

So, I call the other night because something is wrong with my ES4: Oblivion game data (taking WAY too long to load). And after I was pretty much told that I might have to delet my 60+ hours of game play, I asked about my gamer tag. She said that after 84 days had passed since it has been "banned" from XBL because of payment, they deleted it from their database.

Does any one know if this is true or not? I would really hate to lose all my info and gamerscore and have to start all over again just because of them billing me for 3 months without me knowing about it.

#22 Posted by brewser1 (4 posts) -
ooooook.. so ive got the same problem as the dude at the top of the thread.. i stopped my old card so now i need to change my details to my new ones.. but when i go on the account thingy on xbox.com it only gives me the option to enter a pre-paid voucher number?!? any help would be VERY grateful! :)
#23 Posted by DJ-PRIME90 (11292 posts) -
Well its an MS issue, just get back on the phone and talk with them until they figrue it out.
There's nothing else you can do.
#24 Posted by ratchet3 (7806 posts) -
Keep calling Xbox until it is sorted out. My credit card had expired so the payment on it wouldn't go through, I didn't want any of the credit cards to get charged so I had to suspend the account so the payment did not go throught. I had to call them about 4 times until someone finally did it.
#25 Posted by brewser1 (4 posts) -
Thanks peepz uve been gr8.. now on to the phone i go :D
#26 Posted by brewser1 (4 posts) -
ok, more problems, any1 know a number i can call to get this sorted out? i cba to look thru the xbox site again.. it rly p****s me off sooo much.. -_- i'd be very greatful if sum1 has alrdy got of there arse do find one as i dont have the patience :D tyvm
#27 Posted by brewser1 (4 posts) -

ok, more problems, any1 know a number i can call to get this sorted out? i cba to look thru the xbox site again.. it rly p****s me off sooo much.. -_- i'd be very greatful if sum1 has alrdy got of there arse do find one as i dont have the patience :D tyvm

edit - Just to notify i live in the UK.. so no like american numbers or anything lal :)

#28 Posted by SnowPhoenix9999 (144 posts) -

ok, more problems, any1 know a number i can call to get this sorted out? i cba to look thru the xbox site again.. it rly p****s me off sooo much.. -_- i'd be very greatful if sum1 has alrdy got of there arse do find one as i dont have the patience :D tyvm

edit - Just to notify i live in the UK.. so no like american numbers or anything lal :)

brewser1
Here's the phone contact information for Xbox Support in the UK: Phone

Assistance by phone:

0800 587 1102

or +44 20 7365 9792 from a mobile phone

Hearing Impaired (TTY device):
0800 587 1103

Hours of operation:
Monday-Friday: 09:00-22:00
Saturday: 09:00-20:00
Sunday: 09:00-17:00

(From: http://www.xbox.com/en-GB/support/contact/) It's also worth noting that if you just want to use another credit card, you should be able to fix the problem by changing your payment method to the new card at billing.microsoft.com.
#29 Posted by darkmoney52 (4308 posts) -
Same thing hapenned to me, I just ended up getting a new account.
#30 Posted by Kwom_Masbag (1233 posts) -

Sorry for bumping this old topic, but I'm dealing with this exact same problem right now, but I don't have the patience to deal with customer support (not to mention the fact that I'm probably not old enough to call them;) ). I'm trying to deal with this online, but whenever I go to sign in on xbox.com to deal with it, it just tries to get me to create a new profile. I've been using this profile since around the 360 came out, and I don't want to have to just erase all of that time and effort that went into my profile. Any help would be much appreciate. Thank you in advance.

#31 Posted by Kwom_Masbag (1233 posts) -
Sorry for the double post, but I was wondering if contacting Microsoft via e-mail would produce the same results, or if I would be better off using a different method (besides calling)...
#32 Posted by BigBadBully (591 posts) -
Yeah, I had the same issue. You have to enter in a new credit card number. My old card expired and I had a game with a 48 hour trial and I wasn't able to use it. I had to enter in my new credit card information and after that I had no use for the 48 hour card since I setup the new card.
#33 Posted by mrod009 (757 posts) -

if anybody still has this problem: u dont have to call customer support...

just go here: http://www.billing.microsoft.com

and edit ur payment from there.

#34 Posted by irdante (1 posts) -

and, to add to this mess has anyone had to get though this one.

For me, i started out in the UK, made the gametag etc etc... entered in my UK credit card details, payed for 2 years of Gold membership....all good.

So i moved to South Africa and now the account has come up for renewal once again. The problem now is, i have a South African Credit card.... i have tried to change the country detail on the xbox site, but its "greyed out"

i have tried to leave it UK and finish credit card update...but it seams that microsoft in all thier secure wizdom do a verify country check on the card and deny the update because im sitting comfy in South Africa and not in the UK.

So, i cant change the country, cant update the credit card......which means i cant sign into XBox Live.

Anyone know of away round this?

thanx

#35 Posted by T0NYPR3SIDIO (1 posts) -
i have the same problem and im not gonna pay 4 an error that microsoft made... fck dat sht!!! i think it'll b easier if i just buy a ps3...
#36 Posted by MissMorphine (1156 posts) -

that happened to me. but i didnt pay em a cent. i got a new tag.

#38 Posted by XPGVANGAURD (2 posts) -
I actually had trouble with this issue a couple days ago. All you have to do is call 18004myxbox and explain your situation to the customer service person. All they have to do is cancel your subscription from the credit card, and then you give them the code on the 12 month prepaid card, and you'll be all set. You wont have to make a new gamer tag or anything. You wont lose anything off of your account. The only thing is i had a little trouble understanding the person i was talking to.
#42 Posted by riverslinky (1 posts) -
I had the exact same problem. Only that my credit card was lost and never provided the new CC info to Xbox. After my account was suspended, I wasn't able to to get Xbox to accept the new CC I provided. I finally got it working by going to Xbox.com and deleting every CC on record except the one I tried to get it to accept. It then worked. The billing system is obviously glitchy since there is no reason that should have worked and no reason for Xbox to keep my account suspended after I followed their directions on screen by adding a new/valid CC for them to deduct the charge from. Be warned. I could not play Kinect Shape Fitness with that account. It kept telling me to update it. I should have at least been able to use it with my acct offline, but no go. If you no longer need a Gold acct and get this game, due to the glitch you may be forced to renew to play it.