Changing Payments Methode Give me a Error

Tommy-James Tremblay 0 Reputation points
2026-10-11T17:38:18.4633333+00:00

Hi, I recently pre-ordered a Surface Spark laptop using my PayPal account. When I was charged, my bank blocked the transaction. After I approved the payment with my bank, Microsoft asked me to update my payment method so the transaction could go through. However, every time I try to change the payment method, I get an error saying the change didn’t work and to try again later. I’ve tried multiple times with no success.

I’m not sure what to do at this point, since everything has been sorted out on my bank’s side, but the system won’t let me update the payment method or retry the charge. Could you please help?Screenshot 2026-10-11 130143

Microsoft 365 and Office | Subscription, account, billing | Other | Other
0 comments

2 answers

Sort by: Oldest
Most helpful Newest Oldest

  1. AI answer

    2026-10-11T17:38:32.25+00:00

    For a Microsoft Store pre-order with a failed charge, the supported recovery path is:

    1. Sign in to Order history with the Microsoft account used for the pre-order.
    2. Find the pre-order and select Change how you pay.
    3. Choose a different payment option or add a new one.

    Since the bank block has already been cleared and the site still returns “Something went wrong”, also check these common payment causes:

    • Verify the payment details are correct.
    • Make sure the billing address matches the payment provider’s records.
    • Check that there are sufficient funds or credit.
    • If using PayPal, confirm the PayPal account has a credit card or confirmed bank account as its funding source.
    • If PayPal still fails, use a different payment method.

    If the pre-order cannot be updated successfully, Microsoft will try to charge the current payment option two more times before the pre-order launches. If payment still cannot be collected, the pre-order will be cancelled.

    If the error continues after trying Change how you pay and a different payment method, contact Microsoft Support through Contact Microsoft Support, enter the problem, select Get Help, and then Contact Support.

    References:

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

    Was this answer helpful?

  2. Norah-L 11,610 Reputation points Microsoft External Staff Moderator
    2026-10-13T07:57:47.8966667+00:00

    Hello Tommy-James Tremblay,

    The pre-order may have become stuck after the payment authorization was declined, or the payment page may be affected by the browser, security software, or network connection.

    • First, sign out of your Microsoft account, then try again in an InPrivate/Incognito window. You can also clear the browser’s cookies and cache or use another browser, phone, or computer.
    • Temporarily turn off your computer’s antivirus program and try again. If you are completing the payment through a browser, also temporarily disable any ad blocker or privacy extension, as it may interfere with the payment window. If the error continues, try using a different device or connecting through another trusted network. Remember to turn your antivirus and browser protection back on afterward.
    • Also check whether the account has an overdue subscription or whether its country/region differs from the payment method’s country, as either can sometimes interfere with Store purchases.

    If the same error appears everywhere, please contact Microsoft Support and ask the agent to check whether the order is locked after the failed authorization and whether the payment can be manually retried or refreshed while keeping the original pre-order (the AI-generated response already suggests contacting Microsoft Support, but it does not include the direct link or detailed steps, so I would like to provide that additional information).

    Since this is a user-to-user forum, we cannot access your account, view the order’s payment status, or make changes to the order from our side.

    Here's how to reach out to the Microsoft Support Team (live chat):

    1.  Go to: https://support.microsoft.com/home/contact
    2. In the search box, enter a short description of your issue, then choose "Get Help"
    3. Scroll down and select Sign in to contact support (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

    Tips:

    • Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.
    • If the support page directs you to the automated assistant, type “I need a live agent” in the chat.

    Hopefully your issue will be sorted out soon. Thank you so much for your patience!

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.