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can not update billing address

Raymond Yan 5 Reputation points
2026-06-05T05:55:48.73+00:00

“I cannot add or update my billing address. The form returns the error ‘It’s not you, it’s us’ every time. I’ve tried multiple browsers and devices.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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Raymond Yan 5 Reputation points
2026-06-10T03:36:33.0166667+00:00

Solution found: After several interactions with the tech support team, the "Sale" agent support found the problem.

"Your Microsoft account profile does not have a valid language/region (“locale”) set, so the system refuses to save the address. Address APIs require a complete profile including locale before allowing save/update operations. If the locale is missing, the backend treats the profile as invalid/incomplete and blocks the request with: InvalidProperty HTTP 400 (Bad Request).  This is not an address-format issue."

So after I enter the language/region info, adding billing address was accepted...

Thanks to the "Sale" support team....

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  1. John Jefferson Doyon 72,945 Reputation points Independent Advisor
    2026-06-05T19:02:36.8466667+00:00

    Thank you for letting me know.

    Since you've already tried different browsers, devices, and InPrivate mode, and the error appears before you can even enter an address, it does look more like a Microsoft account/billing service issue than a problem on your PC.

    I would suggest waiting 24–48 hours and trying again, as temporary issues on the account services side can sometimes resolve themselves.If issue still persists, please try to contact Microsoft Support via live chat (steps below).

    About contacting support:

    Phone support is usually available for Microsoft 365 Business accounts. For personal Microsoft accounts, support is typically handled through live chat online or via the Get Help app rather than a direct hotline number.

    You can contact Microsoft Support and request a callback from a real person, or continue via live chat with a support agent. Here’s how:

    • Here is the link: https://support.microsoft.com/home/contact
    • Type this keyword and press Enter: Contact Support.
    • At the bottom, click "Sign in to contact support" and sign in with your Personal Microsoft account (Not work or school account), or click "Contact Support" if you're already signed in.
    • In Product and services, select "Microsoft 365 and Office".
    • In Category, select "Manage my subscription".
    • Click "Chat with a support agent in your web browser".

    If you ever find yourself stuck in a loop, please use the keywords "Contact Support" or "Live Chat" (without the quotes) and click "Contact Support" at the bottom.

    If all is resolved, feel free to mark the answer for this thread. Otherwise, please let me know if there is anything else I can help you with.

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  2. John Jefferson Doyon 72,945 Reputation points Independent Advisor
    2026-06-05T06:36:19.62+00:00

    Hi, I'm John! I will help you with this.

    Are you using a personal Microsoft account or a work account?

    Do you currently have an active Microsoft 365 subscription linked to this account?

    Was your Microsoft 365 subscription originally purchased in a different country or region?

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