https://sales.liveperson.net/hc/10740014/?cmd=file&file=chatStart&site...

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info: at 6:33:52
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You are now chatting with 'Janette'.
Janette: at 6:33:54
Hello, thank you for contacting Xbox Customer Support. My name is Janette. Please give me a moment
to review your question.
SRIDHAR: at 6:34:07
Purchased Xbox 360E (4G) console with Kinect from US in 2013. Recently moved to India. Subscribed
to Xbox Live Gold. Was able to download one game (Assasins Creed) in April. However since then not
able to download other games. Getting Error Code 80150017. Something about game not available for
my region etc..When I checked-up the help...it seems to be related to download IP address being from
India although console is US
SRIDHAR: at 6:35:22
we have moved permanently to India and will be using this console from India. Please help so that we
will be able to download the games from Live Gold. thanks
Janette: at 6:37:08
Thanks for sharing, Sridhar. I am sorry if you have issues downloading items from the Xbox LIVE Store
with your console. I understand what you are going through, and I will do my best to help you out here.
Janette: at 6:37:26
To verify, VikMikRS is your GamerTag?
SRIDHAR: at 6:37:32
yes Janette
Janette: at 6:39:39
Thank you. The reason why you can't download games is due to geo-fencing. Even though your console
is bought in the US, it will detect its IP address based in India. This will give conflict as your console
detects your actual location and your GamerTag has US as its region. There is conflict with your account
region and your IP Address. To correct this, you need to change your account region to India so that you
can purchase items in the Xbox LIVE Marketplace for India.
Janette: at 6:40:45
Do you know how to update your account region?
SRIDHAR: at 6:41:17
I think I can figure it out...but wouldn't mind if you can briefly explain..
Janette: at 6:41:53
No problem!
SRIDHAR: at 6:42:04
also if i change the account region to India, will the games downloaded with be PAL version.. If so will I
have issues because my console is NTSC (US)
Janette: at 6:45:08
You can just go to https://live.xbox.com/AccountMigration and sign into your account. Validate your
identity by putting in the security code sent to one of the security proofs (alternate email and/or phone)

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you assigned to your account. Then read the notes before you proceed. The issue you have is
downloading games due to account region and actual location conflict. Video formats does not have
something to do with digital games, this applies to discs only. So, no need to worry about downloading
games on the console. Just make sure your account region is set to India since you are now located there.
SRIDHAR: at 6:46:29
ok....one more thing...the credit card specified in billing is US credit card...If i change the account region
to India..can I still continue to use US CC or should I change it to Indian CC
Janette: at 6:48:33
I am afraid that you need a billing info that is based in India since you currently live in India. This will
result in account region conflict. Your account region, billing info, and actual location should match.
SRIDHAR: at 6:50:33
ok ..no issues..I will specifiy Indian CC..however since I am currently in Live Gold Trail (which expires
on May 22nd), should I keep the US CC until then and change it to Indian CC later...OR should I change
it to Indian CC right away.. and the next charge on the card will still happen on May 22nd. Please clarify..
Janette: at 6:53:52
Since you are in trial, I can turn off auto-renew for you. It will end on May 22. Then you can remove the
US card, then add the India card at https://billing.microsoft.com after you change the account region.
SRIDHAR: at 6:56:30
ok...sounds good...Just to clarify regarding region code (PAL vs NTSC)..What I understand from your
converstation is that region code for Games apply only to the games on disc. However the games on
demand (from live gold) are region free. So even though I change the account region to India, I can only
play NTSC games on disc...but the Games on Demand (downloaded from Live) will not be a problem.. Is
that correct?
Janette: at 6:57:31
Yes, you understood that, Sridhar.
Janette: at 6:57:35
You got that right.
SRIDHAR: at 6:58:26
ok than...please turn off the auto-renew...and I will take care of changing the region using the link you
specified above...thanks for you help Jannet..
Janette: at 6:59:02
No problem!
Janette: at 6:59:17
I already turned off auto-renew.
Janette: at 6:59:28
Thank you for giving me the opportunity to help you out today in getting a resolution to this. I truly
appreciate your time and cooperation.
Janette: at 6:59:29
Have I addressed all your concerns for today?
SRIDHAR: at 7:00:07
btw...once I change the account region using the link...do I need to do anything on the profile on the
Console?
Janette: at 7:00:34
You just need to change the console's locale (location and language to India).
SRIDHAR: at 7:00:38
I mean do i need to make any changes to System settings on the console...or will they will automatically
migrated
Janette: at 7:00:40

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Restart the console then sign in.

SRIDHAR: at 7:00:47
got it
SRIDHAR: at 7:01:12
I appreciate for all the help...all the concerns are adequately addressed...thanks
Janette: at 7:01:26
I am glad I was able to help you out today. By the way... Do you see the ( Close Chat ) or red ( End
Session ) button at the upper portion of this chat box?
SRIDHAR: at 7:01:45
yes
Janette: at 7:01:50
Kindly click on it later when we are going to end this session to properly document this conversation on
your account.
Janette: at 7:01:52
Is there anything else I can help you with?
SRIDHAR: at 7:02:14
nothing..thanks

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