Reactivate Skype credit

Complete the language and country/region fields in your Microsoft account profile before saving the billing address again; this has resolved the same “It’s not you, it’s us” error during Skype Credit reactivation.^1^

Update the account profile

1. Sign in at Microsoft account using the same personal Microsoft/Skype account that holds the credit.
2. Open Your info.
3. Check that:
   • Language is populated and correct.
   • Country/region is populated and matches the billing address.
4. Save the profile changes.
5. Return to the billing-address page and add or update the address.
6. If the same error remains, open a private/incognito browser window, sign in again, and retry the address update. The matching Q&A resolution specifically recommends this fallback.^1^

If the language is already populated, change it temporarily to another available language, save, and retry the billing-address update. Another matching case reports that the address could not be saved until valid language/region information was added.^2^

Reactivate the credit

After the billing address saves successfully:

1. Open the Skype Credit reactivation page.
2. Sign in with the account containing the existing Skype Credit.
3. Select Reactivate Credit.
4. Allow up to 15 minutes for reactivation; Microsoft sends an email when it completes.^3^

The Skype Dial Pad becomes visible in Teams only when the account has active Skype Credit or an active paid subscription.^3^

If the address still cannot be saved

There is no published resolution time for the billing-page error. If correcting the profile locale and using a private browser do not resolve it:

• Contact Skype Support and select “I have a question about payments, billing or Skype’s paid services.”^4^
• If the account displays “Account blocked,” “Unable to process your order,” or another restriction message, Microsoft directs users to Skype Customer Support because the account may require a server-side review.^5^

References

1. How to manually update my billing information or reactivate my Skype Credit? - Microsoft Q&A
2. can not update billing address - Microsoft Q&A
3. How do I reactivate Skype Credit? | Microsoft Support
4. Contact Skype support
5. Skype services are partially blocked on my account | Microsoft Support