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Can't use balance in a Microsoft Store purchase

Enzo Pavan 25 Reputation points
2025-07-28T19:58:03.7666667+00:00

I saw answers to similar questions (https://learn.microsoft.com/pt-br/answers/questions/3988386/poss-vel-combinar-o-saldo-na-microsoft-store-ao-fi?forum=windows-all&referrer=answers and https://learn.microsoft.com/pt-br/answers/questions/3884053/como-que-eu-uso-o-saldo-dos-cartoes-presentes-da-m), but I believe my issue is different. I understood that I can use the available balance and cover the rest with a different payment method to make a purchase, but the process didn’t work.
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I have 79.00BRL and since the game costs 199.50BRL, the card should cover the remaining 120.50BRL. However, when the payment confirmation appears in the bank app, it shows a charge of 199.50BRL, which is the full price. I don’t know if I’m doing something wrong or if it’s not possible to use the balance for items on sale. The balance also hasn’t expired — it’s valid until September. I appreciate any help.

Windows for home | Windows 10 | Microsoft Store
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  1. Onyx Is here 4,180 Reputation points Independent Advisor
    2025-07-28T20:35:16.5166667+00:00

    Hello Enzo, sorry to hear you're having trouble.

    You're correct that the purchase should also incorporate the balance of the order. However, as it did not seem to be used for your purchase you may want to try requesting a refund then try again. You can request a refund via https://xbox.com/refund.

    But I would also recommend starting an online chat with support via https://support.xbox.com and click on Contact Us for more help. They should be able to look into the payment information to check on what happened.

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