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Xbox gift cards, Game Pass and Microsoft codes are redeemed on your Microsoft account. Some are for one country only, and must match your account's country. If one is refused, Xbox Support decides it.
Xbox cards only work on an account set to the card's country or region. The region is shown on the product before you pay and on your order.
Check your other Microsoft accounts, your family group, Order history and Subscriptions: codes cannot be moved between accounts. If it is on none of them, contact Xbox Support with the proof of purchase.
Usually a typing mistake. Paste the code instead of typing it, and check it is the 25-character code.
The code is for another country. Your Microsoft account's country (and the console's location) must match the code's country.
Game Pass can only be stacked up to a limit. Wait until enough of your current time has passed, then redeem it.
Use Xbox's code help page, which leads to the Xbox virtual agent and support chat. Send them the code, the exact error and the proof of purchase.
Every code is issued by Xbox's own system and reaches you new, through the official distribution channel, at the moment you pay. When Xbox refuses a code, the reason is recorded on Xbox's side: which account tried it, when, and from where. Only Xbox support can see that record, and only they can reverse a redemption or restore a balance. We cannot see inside your Xbox account.
We give you the proof Xbox asks for: your order page shows when each code was issued, that it was never issued on any other MyPinCard order, and when you first opened it. Copy it from your order page and send it with your case. Delivered codes are final sale and are not refunded or exchanged; see the refund policy.
If you paid and the code never arrived, or you were charged twice, message us on WhatsApp with your order number.