Scratched off Xbox card code

Keep the damaged Xbox card and purchase receipt, then contact Microsoft Customer Support so they can assess the card; a replacement code cannot be safely recreated or provided from a public photo.

What to do

1. Stop scratching the card to avoid removing any remaining characters.
2. Keep all available evidence:
   • The physical card and its packaging
   • The original purchase receipt
   • Any readable portions of the 25-character code
   • The card number, serial number, barcode, and retailer details
3. Go to Contact Microsoft Support.
4. Enter damaged Xbox gift card code, select Get Help, and then choose Contact Support when offered. Microsoft documents this escalation path for code/card problems.[^1^](https://support.microsoft.com/accounts-billing/unable-to-complete-this-transaction-error-message#need-more-help ""Unable to complete this transaction" error message | Microsoft Support")
5. Select the category closest to Microsoft account and billing or payment options and gift cards. Explain that this is a physical Xbox card whose redemption characters were scratched off, and provide photos or proof of purchase only through the private support channel when requested.

Microsoft’s gift-card terms direct purchase and gift-card disputes to Microsoft Customer Support.^2^ Support may ask for proof of purchase and the remaining identifying details before determining whether recovery or replacement is possible; replacement is not guaranteed.

Do not post a picture of the card, barcode, receipt, or partial code publicly. If support recovers the complete code, redeem it while signed in to the intended Microsoft/Xbox account; Xbox and Microsoft gift cards normally use a 25-character redemption code.^3^

If the retailer printed the code on the receipt rather than beneath the scratch-off panel, check the entire receipt before contacting support.

References

1. "Unable to complete this transaction" error message | Microsoft Support
2. Microsoft gift cards terms and conditions | Microsoft Support
3. Redeem a gift card or code to your Microsoft account | Microsoft Support