Punchcard Promotion XBL Rewards - Pre-order Missing

Hello Mr Duck,

Since your Sims 4 purchase was made before the offer had been created, it was not eligible for this offer. Only pre-orders made while the offer is available are eligible for the offer. From the FAQ:

How do I earn Rewards with the Games on Demand Pre-Order Punchcard?



Earn 15,000 Rewards Credits and 5 MyVIP Gems when you pre-order three eligible (see descriptor in next question) digital Games on Demand titles in the Microsoft Store between October 1, 2017 00:00 UTC and December 31, 2017 23:59 UTC. You must pre-order
each game before its shown release date to qualify. Please note that retail Microsoft Store purchases do not apply. Please visit http://www.worldtimeserver.com or another world time database to
determine local time.

In order to qualify, games have to be preordered during the offer period, which began on October 1. Since you preordered the game before October 1, it is not eligible.

Purchases are only eligible for a promotion if they are purchased during the promotional period. So if you made numerous pre-orders that appear on the Games on Demand Punchcard running from January 1st, 2017 to March 31st, 2017 before January
1st, 2017 then they are not eligible for the current promotion. Subsequently, pre-orders do not qualify for MyVip so if you have a tendency to pre-order a lot of games you will not see rewards for them unless you complete an active promotion during the promotional
period involving pre-orders (like the Games on Demand punchcard).

We are not rewarded for earning achievements unless they are part of a specific promotion. If you pre-ordered Bulletstorm in April then it would count toward the Games on Demand Punchcard and would take 96 hours to process which means it would be too early
to see that reflecting on the Games on Demand Punchcard. Keep in mind that pre-orders only earn rewards as part of a specific promotion and do not count toward MyVip progress/rebates so your pre-order of Lego would not qualify for any current promotions.

A staff member will have to review everything else and reply to you here. They work Monday - Friday from 9am to 5pm PST and typically take 1-2 business days to reply.

Check the dates on the punchcard. If you pre-ordered before the punchcard became available, it would not be eligible. If you pre-ordered after, you'll want to contact Microsoft Rewards support via the contact link at the bottom of the rewards site.