CANNOT CHANGE ADDRESS

Jeffrey Willett 0 Reputation points
2026-10-05T22:02:35.5866667+00:00

I am trying to reclaim unused credit from Skype, but am told to reactivate that I have to update my billing/shipping address. No matter how many times I try over a period of WEEKS, I keep getting the same 'it's not you, it's us' error. The site has zero trouble adding a credit card with the address I want to change but will NOT let me change the address itself. WHY???

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  1. AI answer

    2026-10-05T22:02:50.0066667+00:00

    This error is commonly caused by an incomplete Microsoft account profile, especially a missing or invalid language/region (locale) setting. When that profile data is incomplete, the billing address save can fail with the “It’s not you, it’s us” message even if the address itself is valid.

    Try this in order:

    1. Sign in to account.live.com.
    2. Open Your info.
    3. Verify that Language is selected and correct.
    4. Verify that Country/Region is correct.
    5. Save any changes.
    6. Try updating the billing address again.

    If it still fails:

    1. Open an Incognito/InPrivate browser window.
    2. Sign in again.
    3. Go to Your info.
    4. If needed, temporarily change Country/Region to another country, save, then change it back to the correct one.
    5. Re-enter the billing address and save again.

    Additional points relevant to this Skype Credit scenario:

    • Skype may require a billing address before paid calling features or Skype Dial Pad can be used.
    • If the account profile cannot validate the address, Skype Credit reactivation can remain blocked.
    • Make sure the same personal Microsoft/Skype account that holds the Skype Credit is being used.

    If the address still cannot be saved, use Microsoft support for account help. Support agents cannot directly change account details or send password reset links, but the support entry point is: Contact Microsoft Support

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

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  2. EmilyS_726 30,360 Reputation points Volunteer Moderator
    2026-10-06T01:08:49.33+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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