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

Question

trying to buy an xbox but "were are having trouble processing your payment and wed like to get it sorted out". Help me please

Answer 1

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

The Community is public, and we can only provide information. It is beyond our capability to assist directly with billing-related concerns.

May I know what troubleshooting steps have you already taken?

If you haven't tried anything yet, check if your payment method is up to date and has sufficient funds.

• You can do this by signing in to your Microsoft account and going to the Payment & billing section. From there, you can view and update your payment options: https://account.microsoft.com/billing/payments
• Double-check your card details. Make sure everything (card number, expiration date, CVV, billing address) is entered correctly.

"Change your Microsoft subscription payment method and options" https://support.microsoft.com/account-billing/change-your-microsoft-subscription-payment-method-and-options-39ab4bc1-01f9-fc28-c3a5-49e87b6e7611

If issue persists, please contact Microsoft Support via live chat for further assistance:

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 "Windows".
• In Category, select "Technical support."
• 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.

I really hope this information is helpful! :)

Should you need further information please let me know.

Click "Comment" below to let me know.

Regards,

John J.D.

Answer 2

Hey Diego!

Nice to meet you! I'm Darhyl, an Independent Advisor.

Based on the error message you provided, kindly try to perform the following workarounds according to Microsoft Agent | Moderator Mae Sev: https://answers.microsoft.com/thread/15ab06b1-6436-4d02-8db3-32740cb1dad8#:~:text=Clear%20your%20browser%20cache%20and%20cookies.%20This%20can,different%20one%20to%20see%20if%20the%20issue%20persists.

"Check if your payment method is up to date and has sufficient funds. You can do this by signing in to your Microsoft account and going to the Payment & billing section. From there, you can view and update your payment options.

If your payment method is up to date and has sufficient funds, you can try the following steps to resolve the issue:

1. Clear your browser cache and cookies. This can help resolve any temporary issues with your browser that may be causing the payment processing error.
2. Try using a different payment method. If you have multiple payment options saved to your account, try using a different one to see if the issue persists.
3. Log out and log in again. If you are able to open MS Store, open MS Store> Click on your profile picture on to right and sign out. Then sign in again.
4. Check your funds and re-establish a payment method. Make sure that it has the correct account or credit number, CVV number, name, billing address, and expiration date on the payment options page.

If the issue still persists, please reach out to Microsoft Support for further assistance as they have the tools and resources to properly investigate this case and possibly fix the issue. You may contact them using the link below:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding "

Type "I can't complete a purchase" > Contact Support > Microsoft 365 and Office > Billing and payment updates > Confirm > Chat with a support agent in your web browser

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl