Unable to add payment method.

Question

My office 365 subscription is about to expire because of a lost credit/debit card.

I'm trying to add a new card to my account, but i get an error when i enter my card information.
There seems to be a conflict against an address that is attached to my xbox account and my microsoft account.
I registered my xbox account many years ago when i lived in ***.
Now i live in the ***.

I have tried calling danish support number, and have talked to them, but i got disconnected twice.

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Answer 1

Hello Oddmar Dam,

Welcome to Microsoft Community.

We understand that you encountered difficulties while updating your Microsoft 365 subscription payment method. The error message (Xbox account address conflict) suggests that the issue is likely caused by inconsistent billing information in your Microsoft account, which can lead to payment method rejection.

Possible Solutions Update your Microsoft account billing information

1. Visit: https://account.microsoft.com.
2. Sign in to the Microsoft 365-associated account.
3. Navigate to "Payment & billing" > "Address book".
4. Verify and complete the following:
   • Add your current address.
   • Set it as your primary billing/mailing address.
   • Consider removing old addresses if no longer needed (but first ensure the new address is correct).

Verify your account region

1. Go to "Your Info" > "Edit profile".
2. Confirm that the country/region matches your current location. (Note: Changing the region may affect existing subscriptions, but ensuring billing accuracy is crucial.)

Re-add your payment method

1. Return to "Payment methods".
2. When adding a new credit card, pay close attention:
   • The billing address must match the address book entry exactly.
   • The address must also align perfectly with the bank’s registered details (including abbreviations or formatting).

Alternative Support Options

If the above steps do not resolve the issue, try:

• Online Support Chat: Visit https://support.microsoft.com/contactus , select the topic "Billing/Subscription", and provide details.

When contacting support, be sure to specify

• Need to update payment method.
• Address conflict issue.
• Request for assistance.

We understand the urgency as your subscription renewal deadline approaches. Prioritize updating the address information, and if the problem persists, seek further assistance through Microsoft's online support channels.

Thank you for your patience!

Best wishes

Leo Z | Microsoft Community Support Specialist