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You are now chatting with 'Jackie V.'
Jackie V.: at 17:23:48
Hello, thank you for contacting Xbox Customer Support. My name is Jackie V.. Please give me 2-3 minutes to review your question.
Jackie V.: at 17:24:02
Hi Vitali! Thanks for waiting, I hope you are doing good today.
VITALI: at 17:24:11
Hi
VITALI: at 17:24:20
I ll try to be short
VITALI: at 17:24:41
I have account for xbox "Russia"
Jackie V.: at 17:24:46
Okay.
VITALI: at 17:25:36
I am in Russia, but my credit card from Belarus
VITALI: at 17:26:19
I successfully used my card for lot of payments in xbox live
VITALI: at 17:27:02
But from June I can buy nothing
VITALI: at 17:27:38
my account
________@gmail.comVITALI: at 17:28:23
You added something like regional check for credit card that is very strange
Jackie V.: at 17:28:32
Thanks for the information Vitali.
Jackie V.: at 17:28:46
I'm sorry that we are having issues with making purchases in your account.
VITALI: at 17:28:58
How can I buy games in xbox live?
Jackie V.: at 17:28:59
But no worries, you got me on this. Let me check your account here and see what happened so we can sort it out.
Jackie V.: at 17:30:05
One moment please as I check the account.
Jackie V.: at 17:30:22
Got the account up and for me to access it , I will need the support code sent to the phone number or email address linked to the account. Please post it here once received.
VITALI: at 17:30:38
______________
Jackie V.: at 17:30:50
Awesome!
VITALI: at 17:31:59
I had chats with support and made some calls to call-center but everyone drive me in a circle
Jackie V.: at 17:33:32
I can indeed see that the attempts for online purchases in the account are declined thus putting Risk Block in your account.
Jackie V.: at 17:33:50
I'm truly sorry for the trouble Vitali, I understand that you have been using the same card and worked fine before.
Jackie V.: at 17:34:09
Let me explain what happened.
Jackie V.: at 17:37:31
The Marketplace is region locked. So basically, the region set in your account should be using the same credit card in your account as well so there is no conflict in the purchases or transactions in the account. Now, the system wont decline it yet first couple of tries if the card region is not the same as the region of the account. But there are series of tries that are allowed only in the account, supposedly this is not allowed, but the system just gives lee way in the account so you can make the purchase.
Jackie V.: at 17:38:06
So when the attempts are blocked already that is when the account is rejected for online purchases due to Region mismatch in the account.
VITALI: at 17:38:51
What should I do now?
Jackie V.: at 17:38:51
Yes. We have to make sure that the region in your account and the card in your account is the same.
Jackie V.: at 17:39:09
Either you migrate the account to belarus since that is the region in your card.
Jackie V.: at 17:39:18
Or you use a card that is Russia.
Jackie V.: at 17:39:27
But no worries, there is another way though.
Jackie V.: at 17:39:44
I would suggest, if I may that you buy a Gift card for Local currency in your account.
VITALI: at 17:40:02
Main problem - that they are not the same. I am from Belarus and my card from Belarus but I live in Russia
Jackie V.: at 17:40:18
You can use your credit card for that Gift card purchase in your account. So once you redeem the Gift card in your account, you can use that for purchases online.
VITALI: at 17:40:25
Gift card in not the wayout.
VITALI: at 17:40:58
A cant buy by Giftcard games for 360. Only for xbox one
VITALI: at 17:41:59
I have enough money on my xbox account, but I cant use them for buying 360 games.
Jackie V.: at 17:43:03
I totally understand where you're coming from Vitali, at the end of the day I am a customer myself. If you continue to try purchase even with the account is blocked, it may ban your account. And we don't want that to happen. The reason why a block is found on the account is due to the different region on the account. The system is designed to create a block when it detects 'fraudulent activities', regardless if it is the account owner.
Jackie V.: at 17:43:04
Jackie V.: at 17:43:15
I apologize for the inconvenience you are experiencing, our system is designed to follow international trade laws and licensing restrictions. Much like how we are prohibited from selling and shipping licensed material and content outside of the region that product is licensed for, digital content is no exception. We do not have a way to remove these restrictions as they are put in place to ensure we are complying with those laws and license restrictions.
VITALI: at 17:44:45
But why I can't use Giftcards for buying 360 games?
Jackie V.: at 17:45:11
You can actually use it for buying Xbox 360 games using the Xbox 360 console.
Jackie V.: at 17:45:25
Are you trying to buy it through the Xbox one, Xbox 360 or xbox.com?
VITALI: at 17:45:33
But I have only xbox one
VITALI: at 17:45:57
and tried to buy on xbox one and xbox.com
VITALI: at 17:46:33
For xbox one games I have choice Giftcards, for 360-games only credit card allowed
Jackie V.: at 17:48:11
Since technically the game is from the Xbox 360 platform that is why there is no option to use the currency of your account for it. This is one of the updates that we are requesting to be added for the Xbox one so we can buy Xbox 360 games on the Xbox one console. As of now, we can only buy it from the Xbox 360 console.But this is a good idea actually, should you have any suggestions or feedback about the Xbox features and purchases, we would love to hear it from you. So that others can comment and vote for it, you may go to
https://xbox.uservoice.com/VITALI: at 17:49:11
So, you force me to buy hacked xbox 360 for playing games-)
VITALI: at 17:49:28
If a cant buy them officialy-)
Jackie V.: at 17:50:34
No. Please don't get me wrong. Those are just mere suggestions and information only about the issue that we have. I'm just curious though, your IP address shows here that you're location is in Belarus. Are you using VPN?
VITALI: at 17:50:50
Yes
Jackie V.: at 17:50:58
Oh I see.
Jackie V.: at 17:51:00
Thank you.
VITALI: at 17:51:42
Thanks, but you didте help me
VITALI: at 17:53:02
Ok. Last question
VITALI: at 17:53:32
Do you have xbox market for belarus?
Jackie V.: at 17:53:50
I hope that I can get this fixed right now for you Vitali, if I could I would have loved to do it for you. The problem here is the region set in your account and your payment instrument is not the same. This is something that we have no control over or noone can override because this is internation marketing law for Xbox where all countries agreed.
Jackie V.: at 17:54:03
That is why I am giving you the options and information needed in order to fix the issue.
VITALI: at 17:54:19
Can I swith for next 3 month console for Belarusian region?
Jackie V.: at 17:54:50
There is no Xbox live for Belarus. But there is in Russia. Here, let me give you a URL for the list of the supported Xbox live Countries.
Jackie V.: at 17:54:53
Please go to
http://www.xbox.com/en-US/live/countriesJackie V.: at 17:55:15
Yes, you can always migrate your account region once every 3 months.
VITALI: at 17:56:01
But nowhere I can use belarusian card
Jackie V.: at 17:59:13
That is indeed correct that is why I wont really suggest that you migrate to Belarus because there is no Xbox live supported there. Instead, I would suggest that you use a Russian card where you're at and the same region in your account so there are no complications on the Xbox store and marketplace, Vitali. I know, I am asking much of you but this is the only best option that we have aside from buying Currency for your account. Then you can just Game disc for the Xbox 360 games since the currency is not going to work on the Xbox one.
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