How to fix SKYPE dial pad error issue

Complete the Language and Country/Region fields in the personal Microsoft account that owns the Skype Credit, then save the Japanese billing address again; an incomplete account locale has caused this same address-saving failure even when the address itself was correct.^1^

Fix the billing-address restriction

1. Sign in at https://account.live.com using the same personal Microsoft/Skype account that displays the credit.
2. Open Your info and edit the profile.
3. Verify that:
   • Language contains a selected language rather than being blank.
   • Country/Region is set to Japan.
   • The remaining profile details are complete.
4. Save the profile.
5. Return to your Microsoft account’s Billing & shipping addresses, enter the billing address, and select Save. Microsoft documents this as the location for changing a personal account’s billing or shipping address.^2^
6. Reopen the Skype Dial Pad and test it.

Since the address has already been entered correctly, the important change here is saving the account’s language/region profile first—not rechecking the microphone or browser permissions. Those permissions do not resolve an account-level billing-address restriction.

If the address still cannot be saved

Try these in order:

1. Open an InPrivate/Incognito window, sign in to the same account, and submit the address again. This is a recommended retry when the profile is correct but the save request continues to fail.^3^
2. If Language was already populated, change it temporarily to another available language, save the profile, and retry the billing address. After the address is accepted, restore the preferred language. This workaround is documented in a matching Skype Credit/Dial Pad case.^4^
3. Do not permanently change the account region away from Japan merely as a workaround. Microsoft warns that region changes can affect account items and recommends changing region only after a long-term move.

If saving still fails, contact Microsoft Support under Personal account → Account and billing.^5^ Include:

• A screenshot and exact text of the save error
• The time and date of the latest failed attempt
• Confirmation that Language and Country/Region are populated
• Confirmation that the affected personal account owns the displayed Skype Credit
• A request to investigate backend billing-address validation
• A request to document the credit’s status while the account restriction is unresolved

Do not post the account address, email, or screenshots containing personal information publicly.

Reactivate and use the credit

If the credit is shown as inactive, sign in to Skype My Account, select Reactivate Credit, and allow up to 15 minutes for processing.^6^

Japanese accounts may be subject to different reactivation terms. If Reactivate Credit is unavailable or does not complete, consult the Japan-specific Terms of Use presented by Skype or ask Microsoft Support to confirm the applicable process rather than assuming the standard workflow applies unchanged.^6^

After activation, use the Dial Pad through the Skype web portal or Teams Free, signed in with the account associated with the credit.^7^

Protecting the balance

Skype Credit becomes inactive after 180 days without use; inactivity is not described as deletion of the balance, and inactive credit can normally be reactivated. Once access is restored, make a chargeable call within each 180-day period to keep it active.^6^

Microsoft’s published procedure does not provide a way to pause or freeze that 180-day period while a billing issue is investigated. Ask Support to record the billing restriction and confirm how the Japan-specific terms apply to the balance. Skype Credit remains usable for calls through the Dial Pad for existing credit holders, although Skype itself was retired and new paid features are no longer offered.^8^

References

1. can not update billing address - Microsoft Q&A
2. How to change your Microsoft account name or address | Microsoft Support
3. How to manually update my billing information or reactivate my Skype Credit? - Microsoft Q&A
4. activate skype credit - Microsoft Q&A
5. Contact Microsoft customer support | Microsoft Support
6. How do I reactivate Skype Credit? | Microsoft Support
7. How do I make a call in the Skype Dial Pad? | Microsoft Support
8. Questions about Skype retirement | Microsoft Support