Request for missing MyVIP Gems & Redemption Glitch Issue

Dirrty-F6E1FAC1-AC4A-4278-B34C-F98E1C3FE8CF · May 4, 2018

Hello, I had received 500 MyVIP Gems reward from my points in January 2018 and did not get any notification that they expired and never received any emails of this reward being earned or would expire and lost these 500 MyVIP Gems that I never got to use
but rightfully earned. I am requesting to receive these back to my account in order to get a reward. I am a 14 year Xbox Live Gold member looking for escalation to take action on this. Please someone add these back to my account?

Also tried to redeem my other Gems and received the following error message:

HMMM…
Something went wrong, and we’re unable to process your request. Please reach out on our support
forum for assistance.

This is what is being mentioned.

I got this message and noticed my gems show as redeemed. How will I know it got submitted and how and when do you actully receive these reward credits?

:)

HH69xTANK316USA · May 4, 2018

Missing credits

roughly around the 5th to 7th of this month I completed my myVIP gems redemptions each for 5,000 credits and completed the may survey for 250 credits, giving me a total of 10,250 credits. They havent been depoaited into my account, theres no date for a scheduled
deposit, and there isnt a button for me to request a deposit

Mountain Dew · May 4, 2018

MyVIP Gems Missing

Hello Xbox Live Rewards team,

Seems there's another issue that's cropped up on my account. As of yesterday I was showing 122 MyVIP Gems in the account, and now it's only showing 2, and I haven't used any on any of the perks.

I think somehow it reset and my completing the survey for the month put 2 back in there...if I had to make a guess. I also haven't seen any gems added for recent purchases either leading up to noticing this.

Thanks for looking into this.

XBLRewards8 · May 7, 2018

Hello Dirrty,

Unfortunately, as stated in the FAQ, perks expire 60 days after being received, and have a special notification on the MyRewards page. Since you did not check back within 60 days to claim your perk, it expired:

What are MyVIP Perks?

MyVIP Perks are a new way we’re rewarding our members for special milestones or occasions. These include but are not limited to your birthday or anniversary with Xbox Live Rewards, reaching a new MyAchievements tier, increasing your Gamerscore or completing
a new MyChallenge. Please note this is just the initial round of perks we will have available for our members, as we will be adding even more in the future.

Sometimes a MyVIP Perk will be a special offer just for you, and sometimes it will be a special Reward, like MyVIP Gems. But the most important thing about MyVIP Perks is you must claim them on the MyRewards page within 60 days or they will expire. We will
send an email to let you know you have a perk waiting for you, plus put a special alert on the MyRewards page, so make sure to either check your email or the site often!

You can read more about MyVIP Perks in our Terms and Conditions.

Due to a large amount of user's claiming prizes at the same time, you may have seen this "HMMM..." message as a result. We see you claimed your prize a few days ago. From the FAQ:

I claimed Rewards Credits from the vault. When will I receive them?

If you claim Rewards Credits from the MyVIP Vault, they should appear as pending in your account within 96 hours. Once they are pending in your account, the normal deposit process kicks in. Generally if you have over 5,000 Rewards Credits pending in your
account in the first half of any given month, that amount will be converted to your local currency and deposited into your Microsoft account on or around the 30th of that same month. If the Credits show as pending in the second half of the month, that amount
will be deposited into your Microsoft account on or around the 15th of the next month.

Please note you need at least 5,000 Rewards Credits pending to automatically trigger a deposit, though you can request a deposit for the next scheduled date as long as you have 1,000 Credits pending. Also, if you have ongoing issues with us depositing into
your account, such as your account not matching up with your billing location, you might want to consider choosing a different prize from the vault, as we will not be able to deliver your Rewards Credits until the deposit issue is resolved.

XBLRewards8

Hello Dirrty,

Unfortunately, as stated in the FAQ, perks expire 60 days after being received, and have a special notification on the MyRewards page. Since you did not check back within 60 days to claim your perk, it expired:

What are MyVIP Perks?

MyVIP Perks are a new way we’re rewarding our members for special milestones or occasions. These include but are not limited to your birthday or anniversary with Xbox Live Rewards, reaching a new MyAchievements tier, increasing your Gamerscore or completing
a new MyChallenge. Please note this is just the initial round of perks we will have available for our members, as we will be adding even more in the future.

Sometimes a MyVIP Perk will be a special offer just for you, and sometimes it will be a special Reward, like MyVIP Gems. But the most important thing about MyVIP Perks is you must claim them on the MyRewards page within 60 days or they will expire. We will
send an email to let you know you have a perk waiting for you, plus put a special alert on the MyRewards page, so make sure to either check your email or the site often!

You can read more about MyVIP Perks in our Terms and Conditions.

Due to a large amount of user's claiming prizes at the same time, you may have seen this "HMMM..." message as a result. We see you claimed your prize a few days ago. From the FAQ:

I claimed Rewards Credits from the vault. When will I receive them?

If you claim Rewards Credits from the MyVIP Vault, they should appear as pending in your account within 96 hours. Once they are pending in your account, the normal deposit process kicks in. Generally if you have over 5,000 Rewards Credits pending in your
account in the first half of any given month, that amount will be converted to your local currency and deposited into your Microsoft account on or around the 30th of that same month. If the Credits show as pending in the second half of the month, that amount
will be deposited into your Microsoft account on or around the 15th of the next month.

Please note you need at least 5,000 Rewards Credits pending to automatically trigger a deposit, though you can request a deposit for the next scheduled date as long as you have 1,000 Credits pending. Also, if you have ongoing issues with us depositing into
your account, such as your account not matching up with your billing location, you might want to consider choosing a different prize from the vault, as we will not be able to deliver your Rewards Credits until the deposit issue is resolved.

XBLRewards8

Hello Mountain Dew,

We detected an issue with Gems on Friday, and have recently received word that a fix has been deployed by our web team. We see that your gem count has been updated back up to the hundreds range again. Are you still seeing an abnormally low amount?

Mountain Dew

Just checked and everything is now looking exactly as it should. Kudos on the quick response and fix.

Kenneth_S.

This clearly sounds like something that should be in the Support Section, and not in the regular Questions Section. Hope one can move this post over so it comes to the right ppl.

Smwutches

I just realized I read your thread wrong. It's not possible to refund gems. Per the program's terms and conditions:

All redemptions for items from the MyVIP Vault Catalog are final and the MyVIP Gems will be deducted immediately from your Account.

No refunds will be provided on any item redeemed in the MyVIP Vault Catalog. If for any reason an item is received damaged, becomes unavailable, or cannot be fulfilled, Microsoft, in its sole discretion, will replace the item with one of equal or greater
value.

Request for missing MyVIP Gems & Redemption Glitch Issue