Teams won't reactivate my Skype credit

Reactivate the credit directly from the Skype account portal using the original Skype Name that owns the balance, rather than relying on the account Teams selects.

Identify and reactivate the correct account

1. Open the Skype Dial Pad at https://calling.web.skype.com/.
2. Check the credit balance beside the profile picture. The displayed balance identifies whether the portal has selected the credit-owning account.^1^
3. If it is the wrong profile, sign out on that site and select Use another account, if offered.
4. Enter the old Skype Name itself—not the shared MSN email address. Microsoft’s accepted guidance specifically says that an account originally accessed by Skype Name must use that same login ID.^2^
5. Once the correct balance appears, open the direct reactivation page: https://secure.skype.com/portal/settings/credit/reactivate
6. Select Reactivate Credit. Reactivation can take up to 15 minutes, and Microsoft sends an email when it completes.^3^

Since clearing the cache and using private browsing did not change the selected profile, repeating those steps is unlikely to help. The critical test is whether signing in with the Skype Name displays that account’s balance and purchase history.

If the portal still opens the other profile

Open the account’s Purchase history and check the Purchased by field; Microsoft documents that this field shows the Skype Name associated with the order.^1^

If entering that exact Skype Name still resolves to the other profile, Teams settings cannot correct the identity mapping. Use Microsoft’s sign-in helper for the account-selection problem; Microsoft lists it for cases where users cannot access the intended Microsoft account.^4^

Do not try to solve this by changing the payment method on whichever profile appears. Updating payment information does not select or move the credit-owning account, and the available documentation does not establish that the two Skype profiles themselves caused the error.

If the correct account appears but billing still blocks reactivation

Treat this as a separate account-level billing issue:

• If the page explicitly says Account blocked or that paid services are suspended, Microsoft states that payment issues can temporarily suspend paid services and may require a billing address.^5^
• If the correct account and complete billing address are already displayed but reactivation still fails, use Microsoft’s paid-services support flow and then Contact Support for authenticated account/billing assistance.^6^

Provide support privately with:

• The credit-owning Skype Name
• The exact error text or screenshot
• The approximate balance and purchase date
• The profile shown after sign-in
• The reactivation-page redirect behavior

Do not provide a password, verification code, or full payment-card number. Skype Community is suitable only for public peer guidance; community contributors cannot inspect identity mappings, billing blocks, or private account state.

After reactivation, the credit remains usable through the Skype Dial Pad on the web or in Teams Free for existing paid users.^7^

References

1. How do I check my Skype account balance and purchase history?
2. unused skype credit - Microsoft Q&A
3. How do I reactivate Skype Credit? | Microsoft Support
4. Sign-in problems | Microsoft Support
5. Troubleshooting Skype subscriptions | Microsoft Support
6. I have a question about payments, billing or Skype's paid services
7. Skype is retiring in May 2025: What you need to know