Xbox Customer Service Issues

Archive 23

The following are issues that customers reported to GetHuman about Xbox customer service, archive #23. It includes a selection of 20 issue(s) reported December 20, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently purchased a GamerTech US Keyboard Model No. XC-[redacted] and a standard M-SOFT mouse for my son to use while playing Fortnite on Xbox. Both the keyboard and mouse function normally to navigate menus and select options on the Xbox. However, when my son enters game mode in Fortnite, the keyboard and mouse do not seem to work as they should. Despite ensuring that the console is updated with the latest patches, including the one enabling mouse and keyboard support, the issue persists. Interestingly, within Fortnite's setup menu, only the Escape key on the keyboard works, indicating that Fortnite is recognizing the hardware to some extent. We are seeking assistance to resolve this matter so that my son can enjoy playing Fortnite with a keyboard and mouse setup like he does with a controller. Any help would be greatly appreciated.
Reported by GetHuman-marknebr on четверг, 20 декабря 2018 г., 1:53
I made a mistake with my bank card on Xbox Live. I did not realize it would be saved for future payments. My card was deactivated, and while my Xbox was being repaired under warranty, I was unable to access Gold or Game Pass due to the card issue. I was unaware and did not intend for this to happen. I would like Xbox Live to assist me in removing the payment option, clear any debt from Gold and Game Pass, and provide a complimentary month of both services for the inconvenience I have faced in lost gameplay and diminished online quality. Kindly help address these concerns so I do not switch to PlayStation and trade in my Xbox. Your assistance is greatly appreciated.
Reported by GetHuman1798866 on четверг, 20 декабря 2018 г., 13:55
I was charged twice for the same Xbox Live account. On December 12, [redacted], I intended to purchase the Xbox Live Gold Promo for $9.99 for 3 months through the promotion link. However, after making the payment, the expiration date showed as December 31, which is not the 3-month deal I signed up for. I did not want to renew the old subscription that included a "free trial month" and I even changed my form of payment. My intention was to get a brand new subscription with the Holiday deal. I contacted Xbox customer service through my console and explained the issue. The representative assured me he would cancel and correct it, asking me to restart my Xbox. I assumed Xbox would refund my $9.99 payment after the cancellation, allowing me to repurchase the deal I wanted once the refund processed. It seems they are unaware of this billing mistake, and I urgently need to speak with a different associate. Xbox Live username: Necrobubby69 Email: [redacted]
Reported by GetHuman1799190 on четверг, 20 декабря 2018 г., 14:29
I have been waiting for almost a whole day to contact Xbox. Everything was fine while playing on my console until my internet disconnected during an online match. After reconnecting to the internet, I tried to sign in with my password on my account, but I kept getting an error message with the code 0X801901f4. This has never happened before in the 10 years I've had my console. I have been trying to reach Xbox support for about an hour, but the support number doesn't seem to connect me to a real person anymore. Can someone from Xbox please assist me with this issue? Thank you.
Reported by GetHuman1797551 on четверг, 20 декабря 2018 г., 19:15
I recently downloaded The Technomancer through my game pass subscription. Due to work commitments, I haven't had the chance to play it yet. When I finally had time and tried to launch the game, I received an error message prompting me to insert a game disc or sign into Xbox Live. Strangely, games like DMC, Hellblade, Observer, and Warhammer: Vermintide, which I also downloaded with my game pass, are not showing up in my purchases. Despite this, I can still play these titles. I am seeking a solution to this issue and hope to receive assistance via phone call.
Reported by GetHuman1801659 on четверг, 20 декабря 2018 г., 19:35
I need to share a frustrating experience I had with a player in Black Ops 3. During a match, he accused me of cheating without any evidence and reported me. When I asked for specifics, all he said was "U r cheating." I requested more details, but he just repeated the accusation. I sent a voice message reiterating my request for clarification, but he responded that he didn't need to give a reason. This behavior upset me because I believe players should provide evidence before accusing others of cheating. I suspect I may not be the first victim of his baseless accusations. I took the step to file a complaint on his profile to prevent him from harassing others in the future.
Reported by GetHuman-rdperson on четверг, 20 декабря 2018 г., 23:51
During my time at school, my younger brother purchased the Black Ops 4: Digital Deluxe Edition for $[redacted] on my Xbox without my knowledge. Unfortunately, I only noticed this charge on my bank statement after 30 days had passed, and my refund request was denied. Despite attempting to contact customer support during Thanksgiving break, they were unhelpful and simply advised me to email. However, I received no response to my emails. Now that I am on break again, I have the time to appeal for a refund. As a college student, losing $[redacted] is significant to me, and I kindly request a refund for a game I neither wanted nor intentionally bought. I hope to receive a response soon.
Reported by GetHuman-codychri on пятница, 21 декабря 2018 г., 18:41
I have a white Xbox [redacted] that I mainly use for solo gaming and watching Netflix while exercising. Since purchasing a new Dlink DIR-[redacted] wireless router in August [redacted], I've been unable to establish a wireless connection with my console. Despite reaching out to Xbox, Microsoft, and Dlink for assistance multiple times since then, I have not found a solution. I've diligently checked and confirmed all connection settings with Dlink support, and my internet service provider has confirmed that the issue is not on their end. I've followed Xbox's troubleshooting steps without success. I am requesting the opportunity to speak with a technician to resolve this ongoing problem.
Reported by GetHuman-brianmyr on суббота, 22 декабря 2018 г., 17:29
After the recent Fortnite update was released, I attempted to install it. Unfortunately, the installation process was only half-finished, and it kept stopping without resuming properly. I attempted to uninstall and reinstall Fortnite, but the installation still kept randomly stopping, especially when it reached 94.2%. Despite trying to cancel and power cycling my console, the issue persisted. I verified my network and multiplayer connections, both of which were working perfectly. With 800GB of free space and no pending system updates, I am at a loss. I previously spoke with a support agent named John M., who recommended power cycling and reinstalling, which I have already tried without success.
Reported by GetHuman-loltron on воскресенье, 23 декабря 2018 г., 1:36
On Thursday night, I attempted to purchase three games on my console but encountered payment processing issues. Despite multiple attempts using different methods, I was unsuccessful. The following day, I noticed a pending charge of $49.99 from Xbox, reflecting the combined price of the three games after applying a $10 credit. However, no new games were accessible. Seeking assistance from Xbox support, the representative mentioned no purchases reflected on their end. Upon rechecking my bank statement, the charge had vanished. Subsequently, a refund of $49.99 appeared, followed by a fresh charge of the same amount. Disappointingly, the games remain unavailable on my console. Despite having only one Xbox account for the past 2-3 years since purchasing my Xbox One, I faced continuous authorization rejections. Contacting a virtual agent twice, the last interaction proved unhelpful.
Reported by GetHuman1816737 on воскресенье, 23 декабря 2018 г., 3:51
We recently played GTA 5 online with friends, but an issue arose when a 12-year-old player, known as felineWheel1711, began causing disruptions and even involved their parent, Connarbrian, in the game. The child's behavior escalated with inappropriate language and threats, impacting our gameplay. Despite efforts to block and remove the player, they continue to rejoin our sessions, affecting our experience negatively. This situation is concerning as the game is intended for players 18 years and older. We hope for a resolution to prevent further disruptions from this player and their father. Thank you for your attention to this matter.
Reported by GetHuman1816986 on воскресенье, 23 декабря 2018 г., 5:03
Hello, I am trying to access an older Xbox Live account but have forgotten the associated email address. The gamertag for this account is "Louis DiMucci." I initially tried to use an email address that I thought was linked to the profile, but upon signing in on Microsoft.com, I discovered it was an unfamiliar account. Searching online for the account didn't yield any results as it used to. When attempting to sign in on my Xbox [redacted], I encountered error message 8015D02E, indicating potential unauthorized access. Rest assured, I am the only one trying to access this account. Any assistance in regaining access to my Xbox [redacted] Live account under the gamertag Louis DiMucci would be greatly appreciated. Thank you.
Reported by GetHuman-dpoir on воскресенье, 23 декабря 2018 г., 16:27
I encountered an issue with my Xbox when attempting to use my controller, which failed to connect despite replacing the batteries and attempting to sync it several times. Despite following instructions to sync the controller, it continues to not connect to my console. The controller itself is new as it came with the white Xbox One. I have looked for solutions online, which suggest replacing the remote, but I disagree as it was operational previously. Attempts to contact a representative proved futile as I was redirected to the website, which did not offer a resolution.
Reported by GetHuman1819459 on воскресенье, 23 декабря 2018 г., 19:31
I have been out of the country for over a month now, and I just read an email stating that my main account, ibe reckless xx, has been banned for using inappropriate language. The email associated with this account is [redacted], but I am unable to access it due to suspicious activity. It seems like I have been hacked, possibly because I left auto-login enabled on my old Xbox One that I sold on eBay. Throughout the day, I noticed random sign-outs, indicating unauthorized access. I am frustrated by this situation as I was abroad when the ban supposedly took place, and I cannot access my purchased games on the new account that I created. I am eager to resolve this and regain access to my main account as soon as possible, as I have already paid for an Xbox Live subscription on the new account.
Reported by GetHuman1824232 on понедельник, 24 декабря 2018 г., 19:05
My account was hacked, and although I reset the password, I am now stuck needing a security code. The person who compromised the account removed my security information and replaced it with their own. Despite this, I can provide evidence that the account is rightfully mine. I am hoping you can assist me in creating a new account and transferring everything there. I have details on the hacker, including their IP Address and Gamertag. The incident began when my account was signed out unexpectedly, and upon signing back in, the hacker messaged me, claiming they had purchased my account from someone named FlavorFlave. They threatened to delete my account, changed all access details, and even after attempting to recover it through the form, they persist in changing the password. I have tried contacting Microsoft to no avail. The hacker altered the email associated with the account from [redacted] to [redacted] The recovery form is not proving useful in this case.
Reported by GetHuman-jaygamer on вторник, 25 декабря 2018 г., 17:22
I recently returned from a 5-day trip and discovered that all my progress on Madden 19, which I had worked on for the past 4 months, was gone. Someone hacked my Xbox account and transferred everything to their account. I reported the hacker, but so far, no action has been taken. I put a lot of time and effort into the game, and it's frustrating to have it all taken away like this. I've been trying to contact Xbox support without success. I hope this issue gets resolved soon as I am very disappointed with the lack of assistance I have received.
Reported by GetHuman1829511 on среда, 26 декабря 2018 г., 3:13
I am looking to create a child account that can access Xbox Live and all the games available on the main account. I need to remove the purchased games that my son bought without permission from the main account. I attempted to use the one-month free code provided with the Xbox but it did not work on the child account. My son purchased Xbox Live for £1 on the main account, and while I do not wish for a refund, I am unable to access it on the child account where I want him to play. This is causing confusion. My main goal is to establish a safe environment where my son can use the system without making unauthorized purchases. I am struggling with the process and find it overly complicated.
Reported by GetHuman-nikkidy on среда, 26 декабря 2018 г., 17:45
I recently purchased Red Dead Redemption 2 and encountered issues with the installation on my Xbox. Despite clearing storage space and trying multiple times, the installation would not progress past 0.0%. Error messages kept appearing, and even after restarting the console and searching for solutions online, the problem persisted. I exchanged the game for a new copy, but the same installation issue occurred. Other games installed without a problem, indicating the issue was specific to Red Dead Redemption 2. I'm seeking guidance on how to resolve this persistent installation problem.
Reported by GetHuman-babfbfc on среда, 26 декабря 2018 г., 17:59
I purchased an Xbox One Bundle on Amazon.ca, expecting to receive the Battlefield One Revolution code included. Despite being promised by a supervisor named Elmer three days ago that I would receive the code via email within a couple of hours, I have yet to receive anything. My son's birthday was on Christmas Eve, and the game was a special gift for him. Amazon suggested I return the console to have the code resent, but I find that option unreasonable. I don't want to take away my son's birthday present over a code that could simply be emailed. Please assist me in resolving this issue. My son has a disability, and I do not wish to upset him by taking away his birthday gift. The order number is [redacted]-[redacted].
Reported by GetHuman1833433 on среда, 26 декабря 2018 г., 18:27
Hello, I recently bought an Xbox One Fortnite bundle. Unfortunately, I'm facing a couple of issues. First, despite the product being new with a 3-month free Xbox Live card advertised on the box, there was no 25-digit code on my receipt as indicated. The store claims this was just a suggestion, which is confusing. The other issue is more concerning. Upon setting up the Xbox, I was given the username "Brownbomber 36," which I find offensive, especially since this was for my seven-year-old grandson. I was quite upset about this. To make matters worse, changing the username requires a $10 fee, which I feel is unfair since the offensive username was not my choice. It feels like a way to get credit card information. Can you please clarify?
Reported by GetHuman1834274 on среда, 26 декабря 2018 г., 19:46

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