Troubleshooting for Nokia products

In order to buy or install applications from Windows Phone 7 Marketplace you must be signed in and have completed the account setup process. During account setup, the Microsoft account (formerly known as Windows Live ID) used at sign in is associated with a unique user ID. This user ID is where all purchase history and related information is stored.

Account setup includes selecting the country/region of your Marketplace account, entering your Date of Birth, and accepting the Marketplace Terms of Use. If you have an existing Xbox LIVE or Zune subscription tied to your Microsoft account, then you already have a user ID associated to your account. If not, a user ID will be created during the setup process.

The country/region of your account, which is also called the "locale," determines which regional Marketplace you see on the phone and windowsphone.com.

IMPORTANT It is very important to choose the proper Microsoft account and country/region during account setup. Once a locale is chosen it is permanent cannot be changed.

Back to the top

The following three scenarios represent the most common first-time experiences for Windows Phone 7 Marketplace customers:

You do not have a Microsoft account and do not have an Xbox LIVE, Zune, or premium service account

You have an existing Microsoft account, but you don't have an Xbox LIVE, Zune, or premium service account

You have an existing Microsoft account associated with an Xbox LIVE, Zune, or premium service account



Scenario 1: You do not have a Microsoft account and do not have an Xbox LIVE, Zune, or premium service account

1.	From Windows Phone 7, tap the Marketplace tile to open Marketplace. The Marketplace Hub is pre-populated based on the phone’s region format.
2.	When you attempt to buy or download an application, you may be prompted to sign in with a Microsoft account. Note If, after you first used your Windows Phone, you skipped the option to create a Microsoft account by choosing Not now, you are required to create one as part of account setup. If you already created an account, skip to step #4 and set up your account.
3.	From the sign-in screen, tap Create one, and then fill in the fields on each screen with the required information: a Microsoft account, password, and primary email address.
4.	Choose your Country/Region from the list, enter your Date of birth, and then Accept the Marketplace Terms of Use. Note Only supported Marketplace markets will appear in the drop-down Country/Region list. After you select your region, it will be permanently associated with the Microsoft account you entered during the sign in process.
5.	After you tap Accept, a confirmation screen may appear that will either display an auto-generated gamertag, or return you to the app details page to complete the install or purchase. -or- Note If the country/region you chose during the account setup process is different from the locale specified in regional settings, you may be instructed to restart your phone. You can either restart your phone, or just open Marketplace again to see the Marketplace Hub for your country. Important If you receive the error “App is not available” or “Item not available” in your region, restart Marketplace and try again.

Scenario 2: You have an existing Microsoft account, but you don't have an Xbox LIVE, Zune, or, premium service account

1.	From Windows Phone 7, tap the Marketplace tile to open Marketplace. The Marketplace Hub is pre-populated based on the phone’s region format.
2.	When you attempt to buy or download an application, you may be prompted to sign in with a Microsoft account. Note If, after you first used your Windows Phone, you skipped the option to create a Microsoft account by choosing Not now, you are required to create one as part of account setup. If you already created an account, skip to step #4 and set up your account.
3.	Tap Sign in, enter your Microsoft account and password, and then tap Sign in again.
4.	Choose your Country/Region from the list, enter your Date of birth, and then Accept the Marketplace Terms of Use. Note Only supported Marketplace markets will appear in the drop-down Country/Region list. After you select your region, it will be permanently associated with the Microsoft account that you entered when you signed in.
5.	After you tap Accept, a confirmation screen may appear that will either display an auto-generated gamertag, or return you to the app details page to complete the install or purchase. -or- Note If the country/region you chose during the account setup process is different from the locale specified in regional settings, you may be instructed to restart your phone. You can either restart your phone, or just open Marketplace again to see the Marketplace Hub for your country. Important If you receive the error “App is not available” or “Item not available” in your region, restart Marketplace and try again.

Scenario 3: You have an existing Microsoft account associated with an Xbox LIVE, Zune, or premium service account

1.	From Windows Phone 7, tap the Marketplace tile to open Marketplace. The Marketplace Hub is pre-populated based on the phone’s region format.
2.	When you attempt to buy or download an application, you may be prompted to sign in with a Microsoft account. Note If, after you first used your Windows Phone, you skipped the option to create a Microsoft account by choosing Not now, you are required to create one as part of account setup. If you already created an account, skip to step #4 and set up your account.
3.	Tap Sign in, enter your Microsoft account and password, and then tap Sign in again.
4.	After signing in, you will be asked to read and Accept the Marketplace Terms of Use. Note When you sign in with a Microsoft account associated to an existing Xbox LIVE or Zune account, you will not have the option of selecting a country/region in the account setup process, because Microsoft has already selected a country/region for your account. Your Marketplace account will default to this Xbox LIVE or Zune region. At this point, all you have to do is to accept the Marketplace Terms of Use.
5.	After you tap Accept, you will return to the app details page to complete the install or purchase. Note If the country associated with your account is different from the country used to pre-populate the Marketplace Hub, you may be instructed to restart your phone. You can either restart your phone, or just open Marketplace again to see the Marketplace Hub for your country. Important If you receive the error “App is not available” or “Item not available” in your region, restart Marketplace and try again.

Additional Resources

For more information about Windows Phone 7 Marketplace, see the following Microsoft Knowledge Base article:


2692008 (http://support.microsoft.com/kb/2692008/ ) How to change the country/region of your Windows Phone 7 Marketplace account

Back to the top

  Community Forum
  Get help from the knowledgeable Windows Phone Community.

  Contact Us
  View other helpful articles and contact information.

Back to the top