Cannot update billing address in order to access Skype keypad

Steve Long 0 Reputation points
2026-08-14T19:46:34.5+00:00

My Skype credit was transferred to Teams, and I can see that there is a credit. But Teams is insisting that I update my billing address. Whenever I try to do so, I get the same error message that, “It’s not you, it’s us” and that Microsoft cannot process the request. It’s been doing this for over a week.

How can I get this address input if this only channel does not work?

Microsoft Teams | Microsoft Teams Free | Calls
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  1. EmilyS726 264.4K Reputation points Independent Advisor
    2026-08-14T20:53:28.7+00:00

    Can you go to https://account.live.com > Your info, make sure the language field is not blank or incorrect. Make sure you have it set up to the correct language. Review your country and region as well. Make sure they are correct. Then update your billing address again, and see if that helps.

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  2. AI answer

    2026-08-14T19:46:54.79+00:00

    Try this sequence:

    1. Open an InPrivate/Incognito browser window.
    2. Sign in to the Microsoft account profile page at https://account.live.com.
    3. Open Your info.
    4. Make sure Language is set and not blank.
    5. Verify Country/Region is correct.
    6. If the address update still fails, temporarily change Country/Region to another country, save it, then change it back to the correct country and re-enter the billing address.
    7. Try the billing address update again.

    This error has been reported when the Microsoft account profile does not have a valid language/region set. In that case, the billing address save can fail with the generic “It’s not you, it’s us” message.

    If Teams still requires the address after that, the issue is likely with the account’s billing/address validation rather than the Teams client. Skype guidance also states that paid calling can be blocked until a billing address is added.

    If the account shows messages such as Account blocked, Some features on your account are blocked, or payment-related restrictions, contact Skype Customer Support.

    Skype also provides these account locations:

    • Billing information: https://aka.ms/skype.account.info
    • Skype Dial Pad sign-in: https://calling.web.skype.com/

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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