Won't let me update billing address

Question

Won't let me update billing address

Denise Farrimond 15

Won't update billing address, so can't use to ring anyone, this maybe ok for younger people but not the older generation , I'm guessing your question's as I don't understand them

Ganesh 5 Reputation points

2026-05-15T13:07:23.6166667+00:00

I have the exact same issue, and I simply cannot update my address. Can Microsoft assist with how to update the billing address? As I still have credit in my account, and use the Skype Dial pad for calls, frequently.
Nina 10 Reputation points

2026-05-18T21:55:56.5466667+00:00

I also have the same problem. Trying to add a billing address in my Microsoft account and it won't let me. This is the error message I keep getting. Could someone please resolve this so we can actually use the payment address?
D Zhang 0 Reputation points

2026-05-21T08:25:34.5566667+00:00

I have exactly the same issue. It is a shame that the credit in my account can not be used.
Elaine Taylor 0 Reputation points

2026-06-26T12:04:29.2266667+00:00

Someone on another thread said you have to set your country and preferred language. My country was set as I'm in Thailand, but I set my language as British English, then added address and it took it fine this time. Good luck, hope it works.

5 answers

Your answer

Ganesh 5 Reputation points

2026-05-15T13:07:23.6166667+00:00

I have the exact same issue, and I simply cannot update my address. Can Microsoft assist with how to update the billing address? As I still have credit in my account, and use the Skype Dial pad for calls, frequently.
Nina 10 Reputation points

2026-05-18T21:55:56.5466667+00:00

I also have the same problem. Trying to add a billing address in my Microsoft account and it won't let me. This is the error message I keep getting. Could someone please resolve this so we can actually use the payment address?
D Zhang 0 Reputation points

2026-05-21T08:25:34.5566667+00:00

I have exactly the same issue. It is a shame that the credit in my account can not be used.
Elaine Taylor 0 Reputation points

2026-06-26T12:04:29.2266667+00:00

Someone on another thread said you have to set your country and preferred language. My country was set as I'm in Thailand, but I set my language as British English, then added address and it took it fine this time. Good luck, hope it works.

Answer 1

I tried to use my Skype dial pad today and have run into this same issue. the MS account I have for Skype never had a CC or payment method attached. I would just reload credits as needed. Yes. know this is gone. And I use a different MS account for ALL apps, work etc.

For the Skype only account...I have changed the language and the country but it still doesn't accept the 'change billing address'. Do I have to actually put a payment method on file? Will this resolve the problem. Don't want to risk adding a billing method, possibly getting billed for some odd hidden charge and STILL not be able to use the Skype credits.

Answer 2

Ganesh 5

So, after a couple of weeks of troubleshooting, I tried my luck contacting Microsoft Support—it was successful! The agent was indeed super helpful and tried to update my address on my behalf. It also did not work, and he got the same message, as below:
User's image I had to drop off the Support chat after 45 minutes, as I had to get back to work. The agent said he would update via email on the resolution progress. He sent the below mail: It did not work a couple of times when i was trying when using Chrome. Then I just tried switching to Edge and followed the instructions; IT WORKED!!.

User's image

Just note it took about 15 to 20 minutes before my Skpe Dial Pad started working again, without the previous error.

Hope this helps to those of you facing the exact same issue as me.

All thanks to Delmar from Microsoft Support for resolving this issue!

Sidd Danis 0 Reputation points

2026-06-02T06:29:21.5266667+00:00

Thank you Ganesh!! Setting the Language allowed me to add my billing address. They should have at least placed a warning "Please set your preferred Language before attempting to change/add a billing address"
What a palaver!

Answer 3

Nina 10

After spending some time with a person on the support chat I found a solution that worked for me. The reason why I could not add a billing address was because my language was not set. You do have to set a country / region and language in your account info. After that I was able to add a billing address. I also did all these things in an Incognito Chrome browser, but I do believe this was unnecessary and would have likely also worked in any other browser / non-incognito. Hope this helps someone!

Ganesh 5 Reputation points

2026-05-21T13:18:00.0266667+00:00

I tried, but still does not work - same error comes up
no no 15 Reputation points

2026-05-22T17:08:12.52+00:00

Thank you for trying to help. It did work, though. I already had a region set in my account.
Elaine Taylor 0 Reputation points

2026-06-26T12:02:38.61+00:00

Great, thank you, i added my preferred language and then address added no problem!

Answer 4

Ruwim.B 6,900 Volunteer Moderator

If your question is about making phone calls using Skype Dial Pad, then you should note that the option to change billing address from Skype account is now disabled, but you can change your billing address from your Microsoft account.

https://aka.ms/skype.billing.address

Be however, aware that it is no longer possible to purchase new Skype calling credit or subscription.

no no 15 Reputation points

2026-05-13T05:38:47.62+00:00

I also started to have this issue. I have Skype balance which now I cannot use. It is kind of stealing. It does not let me enter my address, the error is the same: "Sorry, we are unable to process your request. Try again later"
no no 15 Reputation points

2026-05-15T16:46:22.0166667+00:00

Yes, this is the link I tried to use multiple times both from PC and phones, also different browsers. The error is always the same: _We are unable to do this request. Try again later" And without billing address I cannot use Skyle Dial pad anymore, although I used it without an address for 15 years before. Is there any way to add billing address by phone or any other way?

Answer 5

Hi, I'm John! I will help you with this.

I understand. No worries, we will keep it simple.

Do you currently have an active Microsoft 365 subscription linked to this account? Please check here: https://account.microsoft.com/services

Microsoft 365 subscription is tied to the country and currency where it was originally purchased. Because of that, the system won’t let you extend the subscription or set up auto-billing using a payment method from your new billing address.

What you can do instead is cancel your current subscription and wait for it to expire (or you can cancel it early if possible). Once it’s fully expired, you can purchase a new Microsoft 365 subscription using your correct country and billing information.

"Cancel a Microsoft 365 subscription" https://support.microsoft.com/office/cancel-a-microsoft-365-subscription-46e2634c-c64b-4c65-94b9-2cc9c960e91b
"Update a Microsoft account payment method" https://support.microsoft.com/account-billing/update-a-microsoft-account-payment-method-2ca44141-c10d-a693-7ea6-3a22f5213283
"Change your country or region in Microsoft Store: Microsoft account" https://support.microsoft.com/account-billing/change-your-country-or-region-in-microsoft-store-5895e006-34f4-10f7-16b1-999e40adb048#windowsversion=microsoft_account

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.