Having trouble redeeming an XBOX digital code? It may be due to a service outage on their end. Check the Xbox status. If you see any alerts, wait until the service is up and running and then try again.


If the status is up and running but you’re still having trouble redeeming a code, check out the following tips.


Did you enter the code correctly?

Typos are the most common reason for code errors, and certain characters aren’t accepted: A, E, I, O, U, L, S, 0, 1, and 5.

Is your code for Xbox?
Many codes look similar and some Xbox games include codes meant to be used at the publisher’s website instead of through Xbox Live. Xbox codes have 25 characters and appear like this: xxxxx-xxxxx-xxxxx-xxxxx-xxxxx.
Are you redeeming a region-locked XBOX game code?
If you purchased a region-locked product (Brazil, Turkey, Argentina, Russia, US, EU, UK), please follow the redemption instruction from this article.
Was the code already redeemed with a different Microsoft account?
Make sure that you didn’t already redeem the code, possibly under a different gamertag or Microsoft account. If you live in a household where others have access to your codes, check that it wasn’t redeemed by someone else.
Is your account suspended or does it have a balance due?
Some codes can’t be redeemed if your Microsoft account is suspended or has a balance due. Resolve all account suspensions and unpaid balances before redeeming the code by contacting Xbox support.




If you receive an error message without an error code or encountered an issue when trying to redeem a code, please try the following solutions.



Something went wrong. Sorry about that. Give it a try in a while

  • Check the Xbox status. If there are any issues, try redeeming the code when the service is up and running. 



An error has occurred during the transaction. Please try again later

  • Check the Xbox status. If there are any issues, try redeeming the code when the service is up and running. 



Unable to redeem a 25-character digital code on Xbox One



Please enter a valid code

  • Try re-entering the code on your gift card. If you’ve correctly entered the code, try redeeming it online at Redeem Code.



This code wasn't activated by the retailer. Contact the store and have them activate the card

  • If the card doesn’t work 24 hours after purchase, please open a new support ticket and send us the code, screenshot/s of the error, any information needed to help us assist you better.



This code has already been used. Please enter a code that has not been used

  • For Xbox subscription codes: Check Services & subscriptions from a PC to see if the subscription has already been redeemed with your account. 



  • For Microsoft gift card codes: Check your order history from a PC to see if the Microsoft gift card has already been redeemed with your account. 


  • For game content codes: Check your game collection from a PC to see if the game is there.




Contact us at Microsoft support.

We’re having trouble processing your payment and we’d like to get it sorted out.



  • Before you begin, you may want to clear your browser cache, and change the Internet connection and see if that works for you. 
  • A possible reason why you're getting this error message is due to a corrupted user profile. We recommend that you contact Microsoft Store Sales and Customer Support to address this matter. You'll see the contact number on this link under Microsoft Store Sales and Customer Support or contact Xbox support here.




It's converting Xbox 12-month subscription to 4 months only

  • It appears that you are already subscribed to the XBOX Game Pass Ultimate prior to purchasing at Electronic First. If you are subscribed to Game Pass Ultimate, all future code redemptions are subject to conversion, it is clearly stated in the product's FAQ under What are Xbox Game Pass Ultimate subscription details?


Note: Purchase of Xbox Game Pass Ultimate automatically upgrades your existing Xbox Live Gold, Xbox Game Pass, and/or EA Play membership(s) to Xbox Game Pass Ultimate at a conversion ratio each based on days remaining. Learn how this works at www.xbox.com/gamepass. Future code redemptions are also subject to a conversion ratio. Conversion ratio subject to change. All conversions to Xbox Game Pass Ultimate are final: Once converted, you cannot re-convert your Xbox Game Pass Ultimate membership back to a previous membership.


  • What happens to my Xbox Live Gold or Xbox Game Pass subscriptions once I upgrade to the Xbox Game Pass Ultimate plan? 


Buying Xbox Game Pass Ultimate automatically upgrades your existing Xbox Live Gold or Xbox Game Pass subscriptions to Xbox Game Pass Ultimate.


  • With Xbox Game Pass Ultimate, can I still redeem codes for Xbox Live Gold, Xbox Game Pass, and EA Play? 


Yes. These codes will automatically convert to Xbox Game Pass Ultimate at a ratio based on the following table. Conversion ratio subject to change.

Token says…You get…
1 month of Gold
20 days of Ultimate
3 months of Gold
50 days of Ultimate (1+ month)
6 months of Gold
79 days of Ultimate (2+ months)
12 months of Gold
4 months of Ultimate
24 months of Gold
8 months of Ultimate
1 month of Xbox Game Pass (Console Games)
20 days of Ultimate
3 months of Xbox Game Pass (Console Games)
2 months of Ultimate
6 months of Xbox Game Pass (Console Games)
4 months of Ultimate
12 months of Xbox Game Pass (Console Games)
5 months of Ultimate
24 months of Xbox Game Pass (Console Games)
10 months of Ultimate
1 month of Xbox Game Pass PC Games
20 days of Ultimate
1 month of EA Play
10 days of Ultimate
3 months of EA Play
1 month of Ultimate
6 months of EA Play
2 months of Ultimate
12 months of EA Play
4 months of Ultimate
  • I accidentally upgrade to Xbox Game Pass Ultimate. Can I go back to Xbox Game Pass for Console?


You can cancel your Xbox Game Pass Ultimate subscription at any time, and you’ll continue to have access to your Ultimate benefits until your prepaid time ends, at which point you won’t be charged again.


Cancel subscription

Note: The upgrade of any prepaid time to Xbox Game Pass Ultimate can’t be reverted back to Xbox Live Gold, Xbox Game Pass, or EA Play, and you can’t receive a refund for these subscriptions. You can, however, rejoin Xbox Live Gold, Xbox Game Pass, or EA Play when your Xbox Game Pass Ultimate subscription ends.


You may check the full Xbox Game Pass Ultimate FAQ here.





This code can't be redeemed. It was purchased in a different region from your account 

or

Contact the seller to get a code that works in your region. This code was purchased in a different region and cannot be redeemed.


  • Make sure that you are redeeming in the correct region. If you purchased a region-locked product(Brazil, Turkey, Argentina, Russia, EU, US, UK, etc.) that is not your home country, then you need to redeem it via a VPN.


  • If you're still getting this error message after connecting to a VPN server, please try the solutions below: 


1. Some VPN services may require disabling the antivirus software to work. Only until you have successfully redeemed the game code.


2. Log in to redeem.microsoft.com using Google Incognito Browser (press Ctrl+Shift+N from Google Chrome).


3. Clear your browser’s cookies or connect to another server from the specified location on the product, if available.


4. Try updating your country and language on microsoft.com according to the specified location on the product. To do so, log in to your account at Microsoft.com, at the very bottom of any page, select your current language/region, and then select a new one from the list. You can switch back to your original language and region at any time.


Select the globe icon, then select the link for your language


  • Now, these tricks are odd, but it surprisingly works for some customers. Try the following:


1. Try changing your Xbox profile to look as if you live in Brazil. Once done, redeem again using the VPN in incognito mode.  

2. Try changing your shipping address to Brazil.


                       Once you've successfully redeemed the code, you may revert your details back.




If you’re still having trouble redeeming your code, please open a new support ticket and include the details below so we can assist you better: 


1. Order / Transaction ID

2. PayPal email address and/or Delivery email address (if different from PayPal email address)

3. Type manually the product key (code or pre-loaded account details)

4. Screenshot of the pop-up/error message '

5. Additional information (if any)



NOTE: We don't provide replacements/refunds for products that are already redeemed to the account. Refunds are only processed provided that the product is in its unused condition and can be sold on. Used products are not eligible for refunds.