How to get rid of the error messages "Purchase pending" and "Purchase failed" on a Windows 10|11 device

To troubleshoot purchase issues, it is crucial to determine whether the payment window appears after clicking the Buy and Download button.

This is what the payment window looks like:

This article provides solutions for various scenarios. Look for the description closest to your problem.

 

1 - PROBLEM WITH THE PAYMENT WINDOW

Note:  If you are playing on a device that doesn't come with the Microsoft Store (phone, tablet, smart TV, etc...), you'll need to log into a device equipped with the Microsoft Store (Desktop PC, console) and purchase there.

NO PAYMENT WINDOW

• If the payment pop-up doesn't appear, go to Purchase issues: No payment window instead

 

THE PAYMENT WINDOW CRASHES

• If the payment pop-up flashes on the screen before closing down, visit Purchase issues: The payment window appears too briefly

 

THE PAYMENT WINDOW IS BLANK (BLACK OR WHITE SQUARE OR BLACK WITH 3 DOTS)

• If the payment pop-up is blank, go to Purchase issues: The payment window is blank

 

2 - PROBLEMS WITH THE PAYMENT OR PURCHASE METHOD

DISABLE YOUR PROXY/VPN/ENCRYPTED DNS ETC...

Microsoft does not allow purchases made via an anonymous proxy or proxy server.

1. In the Windows Search bar, type "Proxy"
2. Open "Proxy settings"
3. Toggle all settings OFF

Disable any software or 3rd party application that may hide or change your IP or DNS settings.

PAYMENT ERROR MESSAGES AND CODES

• If you’re getting an error message (example: “Check with your bank”) or an error code (example: “8012271F”) when trying to purchase, visit this page:
  • Xbox payment error messages and codes 

 

NOTHING HAPPENS AFTER CLICKING "BUY" ON THE PAYMENT WINDOW

• If the payment window appears and you can click 'BUY' but nothing happens afterward, start by checking the order status. You can use the filters to select specific billing periods or to review In-progress, Returned/Refunded, Digital, or Physical orders bought with this Microsoft account.

1. 1. 1. Sign in to account.microsoft.com.
      2. Select Payment & billing > Order history
      3. If the payment is in progress, wait. Contact us if it's been in progress for more than 72 hours.

 

PAYMENT FAILED 

If you receive a "Payment failed" notification after clicking the BUY button, see below:

MULTIPLE SESSIONS/DEVICES

• If you play Microsoft Flight Simulator on multiple devices,  log out of the sim at the end of each session. 
  1. 1. Click on your icon in the top right-hand side corner of the screen
     2. Click on Sign out
     3. Close Microsoft Flight Simulator on PC or quit on Xbox 
        • Press the Xbox button on your controller to open the guide.
        • Highlight the game, press the Menu button on your controller, and select Quit.

CHECK YOUR SYSTEM

• Follow this checklist to ensure that all Windows OS and Microsoft Store dependencies are up to date and that you're logged in to the Microsoft Store and Xbox app with your Microsoft account.
  • Basic Windows 10|11 troubleshooting
• If the problem persists after that, uninstall and reinstall the Xbox app 
  • How to uninstall and reinstall the Xbox app to fix installations and updates issues.

CHECK YOUR MICROSOFT ACCOUNT

Check your payment method

• Make sure your payment option has the correct account or credit card number, CVV number, name, billing address, and expiration date on the Payment options page.
• Ensure that the information from your payment method (card, paypal etc...) matches the billing information in your Microsoft account and your PC. For instance, make sure that the address format is exactly the same and double-check that the country is correctly set up.
• If you need information about adding, updating, or removing a payment option, see Add a payment method to your Microsoft account.

Check your account status

You won't be able to purchase if your Microsoft account has:

• A balance due for a Microsoft subscription. Get info about how to pay for a past-due Microsoft subscription. (Once you have resolved that, if you want to cancel the subscription, see Cancel or turn off recurring billing for a Microsoft subscription.)

• A temporary suspension from your Microsoft account. For more info, see Account has been locked.

• A suspension or ban from Xbox Live. Find out why your account was banned or suspended from Xbox Live.

Does your account region and Microsoft Store location match? 

• If your account region and your Microsoft store location don't match, you'll have a problem making a purchase.
• You must have a valid billing address and payment option that matches your locale. For more info about how to check and change your region, see Change your country or region in Microsoft Store.
• If you've moved and need to update your region info for Xbox, go to Bring Xbox Live with you and follow the directions to change your region.

Are you connecting from an Xbox Live-supported region? 

• Click here to find the list of countries/regions where Xbox products and services are supported.

Do you have enough funds in your Microsoft account balance to cover taxes? 

• If you're trying to buy something using your Microsoft Account balance, you may not have enough funds in your account to cover the total cost of the item. For example, if you try to buy a game that's listed as $9.99, and you have a Microsoft account balance of $10, that amount isn't enough to cover the taxes, so you'll need to add more funds to pay the final balance.
• If you need to add more money, see Add money to your Microsoft account and How to spend all of your Microsoft gift card money.

3 - CONTACT MICROSOFT SUPPORT

If the problem persists after that, contact  Microsoft support.

• Payment, billing, and the Microsoft Store app help