Rewards not showing one of my purchases - Please correct

As you will see below I contacted support and was directed to make this post as I did not get credit for one of my pre-orders games. They confirmed I should get this reward... but could not process that change.

I pre- purchased the following - via my Xbox:

- Dragon Ball FighterZ (shows)

- Monster Hunter: World (shows)

- Sea of Thieves (does not show)

These all were pre-ordered and I would like to get the 15,000 credits & 5 VIP Gems





Hi, thanks for visiting Xbox Support! I'm Miho T.

5:07 pm


Miho TPlease be aware that if you switch apps or change focus to another window while working with us, you may get disconnected from your chat session. To ensure the best support experience, please stay active in this chat window.

5:07 pm


MeHi I purchased 3 games under the rewards promotion...One thing’s for certain — the best reason to pre-order is snagging a sweet Reward in the process! With the Games on Demand Pre-Order Punchcard, we’ll give you 15,000 Rewards Credits for pre-ordering
three featured digital titles from the Microsoft Store before their release date.*

15,000 REWARDS CREDITS

5:08 pm


MeBut it is not showing my Sea of thives purchase from jan 16th

5:08 pm


Meand I would like to get the credit for that purchase

5:09 pm


Mehello- are you there?

5:09 pm


Miho TYes, I'm here

5:10 pm


Miho TI know how worried you must be that the purchase for Sea of thieves is not showing on your rewards account. No worries, I will do my best to check all possible options we can do to get this sorted out. Is your gamertag?

5:11 pm


Meyes it is

5:11 pm


Miho TThank you! May I know your best contact email?

5:12 pm


Me*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

5:13 pm


Miho TGot it

5:14 pm


Miho TBy the way, may I know your name please so that I can address you properly?

5:14 pm


MeJim

5:15 pm


Miho TThank you Jim! So just to confirm you pre-ordered 3 games however didn't receive the 15,000 rewards points that you supposed to get as it is not detecting the purchase for Sea of Thieves, is that correct?

5:16 pm


Mecorrect

5:16 pm


Meand 5 gems

5:17 pm


MeMyVIP Gems...

5:17 pm


Miho TI see, thank you for confirming it. I know that getting 15000 rewards points and the gems is the main reason as to why you pre-ordered the 3 games and I want to help you out with this as well. Just to inform you that the rewards is actually handled
by a different department. No worries as I will check what we can do for you to get the points. I just want to know what are the other 2 games included with the promotion?

5:20 pm


MeI purchased Dragon Ball FighterZ, Monster Hunter: World (they showed up) and Sea of Thieves (is not showing)

5:21 pm


Me[b]purchased them all online through my Xbox... they all show up in my purchase history.

5:22 pm[/b]

[b]
Miho T[b]Yes, I did a quick review on the account and saw those transactions as well as the licenses

5:23 pm[/b]

[b]
Miho T[b]I just want to confirm, is this a promotion for Microsoft Rewards Points or Xbox Live rewards?

5:24 pm[/b]

[b]
Me[b]XBox Live Rewards

5:24 pm[/b]

[b]
Miho T[b]Thank you! Do you still have the link where you saw the promotion for it or did you see it on your console?

5:25 pm[/b]

[b]
Me[b]Yes... do you want the URL?

5:26 pm[/b]

[b]
Me[b][url][URL="https://rewards.xbox.com/en-US/games-on-demand/"]Xbox Live Rewards[/URL][/url]

5:26 pm[/b]

[b]
Me[b]Punch it up with digital pre-orders

This one’s for our digital fans who order early and order often!

We’re putting 15,000 Rewards Credits on the table to rack up a one-two-three punch of hot upcoming games! All you need to do is pre-order three of these featured* digital titles from the Microsoft Store to snag your Reward. It’s really that simple.

Don’t forget to make your purchase before the game release date shown below. Happy punching!

January 1 – March 31, 2018

5:26 pm[/b]

[b]
Me[b]I assume I cannot paste a snap shot of my screen.

5:27 pm[/b]

[b]
Miho T[b]Thank you so much for that Jim

5:28 pm[/b]

[b]
Miho T[b]Kindly give me 2-3 minutes

5:29 pm[/b]

[b]
Me[b]ok

5:29 pm[/b]

[b]
Miho T[b]Thank you! I'm still checking here

5:32 pm[/b]

[b]
Me[b]ok - no worries...

5:32 pm[/b]

[b]
Me[b]I'm still here too

5:33 pm[/b]

[b]
Miho T[b]Thank you for patiently waiting Jim! I do appreciate it. I did checked the link you provided and it shows that you are eligible for the rewards points as you have pre-ordered the games on your account. I would like to help you have the points be
credited on your account however I don't have the option here in my end as this is being handled by different department. I did coordinated with our Account and Games specialist and the best option to do is to is to go to Xbox Live Rewards forum by going to
this link: [url][URL="https://forums.xbox.com/en-US/browse?category=Xbox%20Rewards&forumId=4621af49-9b03-45cd-8b43-486891cb05a2"]Results in Xbox - Microsoft Community[/URL][/url] . Please
post your concern about this matter so that one of our representative from that department can create a ticket and have this further investigated and resolved for you

5:39 pm[/b]

[b]
Me[b]ok Thanks!

5:39 pm[/b]

[b]
Miho T[b]You're welcome! Thank you so much for your patience and understanding about this matter. I really appreciate it.

5:40 pm[/b]

[/b]
[b][b]Miho T[b]I'm glad I was able to provide you the information on where the issue with your Xbox Live rewards can be processed and fixed. Will there be anything else that I can further assist you with for today?

5:41 pm

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:)

 

Rewards Points

hi, I'm having a constant issue of my rewards not showing up, I've been a member since 2011 and have at least $300 in online purchases. Please help!

Thanks

 

have not received email with codes i bought with gems but it says redeemed on my xbox rewards page

i also forgot to add that the problem is one of the purchases is not even showing in my order history but again both show redeemed on my xbox rewards page.

 

Hi DiamondJetpack. It looks like the pre-order did not get linked to the offer. We're making some adjustments and you'll see Credits pending in about 48 hours. Thanks for your patience!