CANNOT CHANGE ADDRESS

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

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