XBOX game pass that came with my laptop does not work

Question

when I try to redeem my 2 month free game pass that with my laptop it wont take my credit card details and it lock my address in the us even when I am in Dubai

Answer 1

Hello Radan hashemi,

Welcome to Microsoft Q&A forum.

May I know if the AI assistant suggestion helps you?

Before we proceed, can you please check your Microsoft account region and your Windows region? Also, may I know where did you bought the laptop from?

I'm waiting for your reply.

Answer 2

This usually happens when the Microsoft account region, Store region, and payment card country do not match.

Try this in order:

1. Check the Windows region setting.
   • In Windows 11, go to Start > Settings > Time & Language > Language & Region.
   • Under Country or region, select the correct region.
2. Check the Microsoft account profile region.
   • Go to the Your info page of the Microsoft account dashboard.
   • Select Edit profile info.
   • Verify that Country or region matches the country where the card is issued and where billing should occur.
3. Check the payment method details.
   • Make sure the billing address, cardholder name, and card details exactly match the bank record.
   • If the card is for a different country/region than the Microsoft account, Microsoft can reject it.
4. If the account is still locked to the US, review region-change limits.
   • Region change might fail if the country or region was changed within the last three months.
   • It can also fail if the account is suspended, there is a balance due, or there are age/minor restrictions between regions.
5. Try redeeming on the web instead of through the app.
   • Sign in to https://redeem.microsoft.com and enter the 25-character code.
   • If the offer came with the device and redemption still fails, make sure Windows and Microsoft Store are signed in with the same Microsoft account that should receive the benefit.
6. If adding the card still fails, contact the bank.
   • Ask whether the card is enabled for international and recurring online transactions.
   • Also confirm the bank has the same billing address format being entered.
7. If the issue continues, contact Microsoft Support.
   • Use Contact Microsoft Support, enter the problem, then select Get Help and Contact Support.

Important:

• Microsoft recommends changing region only when moving for a long time.
• Items and subscriptions from one region might not work in another.
• Microsoft account balance does not transfer between regions.

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References:

• Change your country or region in Microsoft Store
• Use a screen reader to manage your account billing and subscriptions
• "Unable to complete this transaction" error message
• Troubleshoot a declined card