There seems to be an issue with your account

Nuclonic · Mar 15, 2018

Hi,

I received an email today from rewards, I currently have over 6000 points and should have had a payout today. Unfortunately the email states: There seems to be an issue with your account: please reach out to our support forum team.

I found another post from a user with the same issue which was reported over 5 months ago, your answer was that another team had to deal with it because of lack of access to a database and to wait. There was no update since, I hope there is a resolution
for this and that I wont be waiting over 5 months!!!

Please can you help fix the account and arrange payout?

Thanks

:)

Luriden · Mar 15, 2018

"There seems to be an issue with your account..."

Hello ,

Our payment operations team has identified the issue, and are currently working on a fix. In the meanwhile, could you provide a screenshot of what this specific "successful" refund looks like on your commerce page to assist them in identifying the deposit
event and removing this erroneous information from your records? Keep in mind that this is a public forum, so if necessary you may need to censor any personal information.
Click to expand...

Brian Beer God · Mar 15, 2018

There seems to be an issue with your account

I've seen this for 6 months or more and I haven't been getting any of my rewards since I do most of my purchases on my xbox digitally.

XBLRewards8 · Mar 16, 2018

Hello MajorDommage,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a secure database not under our control, we have escalated the problem and it is currently being worked
on by another team. At the current point in time, they have not yet provided us with an approximate solution date, but have provided us with fixed deposits in the past as they work on the issue. When such a fixed deposit is provided, you can see the deposit
as currency from your commerce page at (Sign in to your Microsoft account), where it will be listed as a refund with a negative amount. We apologize for the inconvenience, and ask for your patience while our other
team works on a solution.

CRracer 912

You will need to post in the support section of this forum so they can check into it for you.

It's too bad their generated email with a link couldn't actually take people directly to where they needed to go...

Smwutches

You will need to post in the support section of this forum so they can check into it for you.

XBLRewards8

Hello r3Kayn,

Your deposit was prevented due to a mismatch between your British Rewards Account region and your Slovakian Microsoft Account region. When you register into the Rewards program, we create a Rewards account based on your Microsoft Account region at the time
of registration. Since your Rewards Account is a separate entity from your Microsoft Account, migrating your Microsoft Account region will not also change your Rewards Account region. Therefore, when your Rewards Account attempts a deposit in one regional
currency, it cannot complete when your Microsoft Account is of a differing currency.

If Xbox Live Rewards is unable to deposit into your account for some reason, as long as you have not opted out to make the transition to Microsoft Rewards, any undeposited Xbox Live Rewards Credits and unredeemed MyVIP Gems will be automatically converted
to Microsoft Rewards points and be added to your Microsoft Rewards account to redeem for whatever you choose from the Microsoft Rewards catalog. Note that Slovakia is not a Xbox Live Rewards eligible country, either.

Luriden

It no longer says pending, it now says (Refunded) like Xbox Live Rewards deposits usually say. It looks like it should have been posted to my Xbox credit, but it shows my balance is $0.00. IF I try to make a purchase, it doesn't see the credit either and
asks me which debit card I want to pay with.

XBLRewards8

Hello Brian Beer God,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a secure database not under our control, we have escalated the problem and it is currently being worked
on by another team. While they have been able to provide fixed deposits at certain dates in the past, at the current point in time they have not yet provided us with an approximate full solution date. We apologize for the inconvenience, and ask for your patience
while our other team works on a solution.

There seems to be an issue with your account