Didn't recieve 3 extra months of Groove Music

I signed up for the 4 months promotion over 3 weeks ago, but still have not receive the email with the code for the additional 3 months. It was my first 30 day free trial.

I got a response from a customer support person claiming:

After taking a peek into this, we have determined you are not eligible for this promotion. If you have already taken part in this promotion previously you would not be eligible for future iterations of this promotion. Thanks for your understanding and if any
other Xbox support questions pop up, please let us know.

However, I have not taken part in the promotion before though. After I signed up for the promotion (like 2 weeks later) I redeemed some rewards points for extra months of Groove. But this is after I started the 30-day free trial. I don't understand why I
am not eligible for the promotion.

And it has been two weeks, but the customer support person never responded again. I would like to know explicitly why I am not eligible because reading the requirements, I satisfy all of them.

:)

 

Didn't recieve 3 extra months of Groove Music

Hi, please respond to my issue.

 

Didn't recieve 3 extra months of Groove Music

Hey there ehou333.

After taking a peek into this, we have determined you are not eligible for this promotion. If you have already taken part in this promotion previously you would not be eligible for future iterations of this promotion. Thanks for your understanding and if any
other Xbox support questions pop up, please let us know.

 

Hey there!

Thanks for posting! Where did you originally sign up for the promotion? Was it on the Xbox One console, or was it through Groove Music's webpage/Windows Store? That extra bit of info will help.

Additionally, what kind of Groove Pass did you sign up for through Microsoft Rewards?

Keep us posted with that info so we can take a deeper look!

 

I clicked on the promotion on the Xbox live rewards webpage and it took me to the Groove webpage where I made an account. The xbox live trial said it was a 30-day trial and then within the 30 days, I would receive an email for an extension for another 3
months. I never received this email. Around the end of the 30 day trial, Microsoft rewards was offering 1 and 3 month passes that cost a certain amount of points. I bought these passes, but this is after I already signed up for the Xbox live promotion.

 

It sounds like you may have signed up for the same promotion in two different ways, but just to be sure you will need to post over in the Microsoft Groove
forums. Since you signed up through Groove Music's webpage, you would not receive a code in your Xbox Live messages but through the email you signed up with instead. Unfortunately we are unable to assist with any
Groove promotions that is fulfilled through email, only the promotion that requires you to sign up through the Xbox One dashboard (that way you would be sent a code through your Xbox Live messages, which is where we would be able to come in and assist).

While Xbox Live Rewards may have promoted the promotion, this will still fall under the email side of the promotion where Xbox Forum staff will not have any visibility on.

Please feel free to keep me posted, and sincere apologies for the frustrating experience so far.