Xbox Live Gold showing as promotion per Xbox Live Rewards but not per Xbox Support

gohan16ken · Feb 23, 2018

In Feb when I got my Jan Xbox Live Rewards refund deposit, I noticed that I did not get the 10% for being a Xbox Live Gold member. I also noticed that the Rewards' site is asking me to sign up for Gold. I have been subscribed to Gold uninterrupted since
March 2010. I was informed from Rewards that my Gold is shown as promotional/trial. In Jan, I bought and redeemed a buy 3 month Gold get an additional 3 month Gold. This 6 months of Gold extended my current Gold from Oct 2019 to April 2020. It seems, per Rewards,
that the 3 month promotional Gold changed my entire Gold into a promotion. Thankfully, I was able to eventually get my missing Rewards refund deposit from Jan. However, I have a few questions.

1. I contacted Xbox Supports 5x and who confirmed that my Gold is NOT a promotion nor a trial. So, why does Xbox Rewards believe it is?

2. Why or how does redeeming a 3 month promotional Gold changed an already existing entire Gold into a promotion?

3. Given my entire Gold ends Sept 2020 and was already in progress prior to the redemption, when does my promotional Gold ends?

4. I have since bought and redeemed 3 months of non-promotional Gold, how or why haven't my entire Gold changed back into a non-promotion?

5. In order to fix this issue, per Rewards on Twitter, I need to remove the promotional Gold. However, Support said that is not possible. How do I remove the promotional Gold?

6. In March for my Feb refund deposit, will I get my 10%?

Please do not close my thread until I acknowledge that I understand your answers and you have provided me with a solution to my concern.

Previous thread

Not recognizing I had Xbox Live Gold in Jan 2018

Not recognizing I had Xbox Live Gold in Jan 2018

Xbox Support case # SRX1416219220ID and SRX1415454619ID.

Thanks.

:)

gohan16ken · Feb 23, 2018

Xbox Live Gold showing as promotion per Xbox Live Rewards but not per Xbox Support

For some reason, you are not responding to my thread. I see you replying to threads that are created long after mine. Please reply to my issue. Thanks.

Xbox Live Gold showing as promotion per Xbox Live Rewards but not per Xbox Support

XBLRewards8 · Feb 23, 2018

Xbox Live Gold showing as promotion per Xbox Live Rewards but not per Xbox Support

Hello gohan16ken,

We have responded to the post at (Xbox Live Gold showing as promotion per Xbox Live Rewards but not per Xbox Support).

XBLRewards8 · Feb 27, 2018

Hello gohan16ken,

After reaching out to our subscriptions team, your current subscription is a 1 Month Console Trial subscription that you activated back in April 15, 2016, that is set to end on March 1, 2018.

Your two three month Gold subscriptions you activated on January 15th, 2018 are not promotional.

As mentioned previously, this trial subscription is listed to end on March 1, 2018.

Since you are still on a trial subscription, your additional time added after this subscription has not been activated yet, as the current date is not after March 1, 2018, when the one month trial subscription is set to end.

Since this is an issue with subscriptions, you would have to contact Xbox support for additional information on how to manage your subscriptions (Contact Us | Xbox Support).

Since your trial subscription was a one month, you will likely not receive 10% for the month of February.

As you request, we will leave the thread unlocked, but cannot guarantee a prompt response. Newer threads are more visible, and we lock threads as sometimes users are unable to find previous threads and assume they are locked/moved or deleted.

gohan16ken · Feb 27, 2018

Thanks for finally responding. I have a few issues with what you wrote.

1) How does a 1 month Gold from April 15, 2016 END on March 1, 2018? That is over 30 days.

2) If it was due to me having a 1 month promotional Gold on April 15, 2016, then how come I have always got Gold bonus every month since I joined Xbox Live Rewards in 2015 with the exception for Jan 2018?

3) I have contacted Xbox Support via phone and chat who confirmed my Gold is NOT a promotion nor a trial and that my current subscription ends on Sept 2020.

4) Glad you confirm the Gold I activate in Jan is NOT the issue.

5) I want my 10% Gold bonus for Feb.

I am not looking for a prompt response. Per your FAQ, the reply within 24-48 business hours. I am looking for that. I regularly see y'all skipped over my thread and reply to newer threads. That is what is annoying me.

XBLRewards8 · Feb 27, 2018

Hello gohan16ken,

Subscriptions are activated in the order that you redeemed them. Your previous subscription (which, according to our subscriptions team, was also a trial subscription, which was why you did not receive Gold payback last month), ended, and this current one
month Gold trial subscription was loaded. Apologies for the confusion. We are not implying that your one month console trial subscription has been running since April 15 2016.

Again, as stated previously, once this one month trial ends on March 1, 2018, we have received confirmation from our subscription team that your next offer is a 12 Month Prepaid, which is listed as a non-trial.

Unfortunately, since trial subscriptions are not eligible for Rewards, you will not receive Gold payback for the month of February.

gohan16ken · Nov 3, 2018

Thank you for responding. I think I know what happened. At the end of March 2016, I bought two new Xbox 360 E from Amazon and probably got a 1 month Gold promotion for each console that I redeemed in April 2016. However, I already had a Xbox Live Gold membership.
These two promotion just EXTENDED my current membership. Not start a new one. I have been an uninterrupted Gold member since March 2010. I have been just adding new Gold to extend my current membership.

From my POV, the two 1 month trial Gold I got just extended my current membership. For me, it is the same Gold that I had since March 2010. However, I think Microsoft view it differently. It seems from Microsoft POV, each redeemed Gold is viewed separately
and individual. For example, the original Gold I had probably ended Jan 2018 and I am currently using the redeemed promotional Gold from April 2016. Therefore, to Microsoft, it is two different Gold membership. The first one ended and now I am using the second
one. Even though to me, it is one continuous Gold membership.

Does that make sense?

If I am correct, I am annoyed and frustrated. Because I did NOT know this nor was this my intention. If I had known Microsoft viewed each Gold differently rather than an extension, I would have given away the trial Gold. I would have NOT redeemed it. By
redeeming those trial Gold, I will be losing A LOT of money. That is NOT fair. Especially given the fact, from my POV, all I did was extend my current Gold. I strongly encourage you guys to change this policy.

Furthermore, this issue will probably happen again. I got a promotional Gold with my XB1 in Nov 2016. So sometime in either this year or next year, I will have this issue happen again. Even though you said the buy 3 month and get 3 month is NOT the cause
of this current issue now, it maybe in the future. So when I get to the one I got from Amazon, which would be Oct/Nov 2019, I may have this same issue again.

You have to see this as being frustrated and unfair. I appreciate that I finally, after over 20 days, got clarity on my issue. I understand. So, thank you. However, I am truly annoyed. Even ignoring the original wrong info I got from Xbox Live Rewards on
Twitter and how long it took for a reply from Xbox Live Rewards on forum, I feel screwed out of something I did not intended to do. By redeeming those promotional Gold months ago to extend my membership in April 2016, I am being negatively affected by it 24
months later. And I am probably going to be negatively affected by it again in the future. I have stacked a lot of Gold on my membership so I do not know what is promotion and what is paid.

I have one last question. When I redeemed a paid Gold, Microsoft automatically select auto renewal. I then go unselect auto renewal. However, Microsoft offer me a month Gold to keep auto renewal one. I always accept. Is that gift from Microsoft consider
a promotional/trial?

XBLRewards8

Hello gohan16ken,

After reaching out to our subscriptions team, your current subscription is a 1 Month Console Trial subscription that you activated back in April 15, 2016, that is set to end on March 1, 2018.

Your two three month Gold subscriptions you activated on January 15th, 2018 are not promotional.

As mentioned previously, this trial subscription is listed to end on March 1, 2018.

Since you are still on a trial subscription, your additional time added after this subscription has not been activated yet, as the current date is not after March 1, 2018, when the one month trial subscription is set to end.

Since this is an issue with subscriptions, you would have to contact Xbox support for additional information on how to manage your subscriptions (http://support.xbox.com/contact-us).

Since your trial subscription was a one month, you will likely not receive 10% for the month of February.

As you request, we will leave the thread unlocked, but cannot guarantee a prompt response. Newer threads are more visible, and we lock threads as sometimes users are unable to find previous threads and assume they are locked/moved or deleted.

gohan16ken

Thank you for responding. I think I know what happened. At the end of March 2016, I bought two new Xbox 360 E from Amazon and probably got a 1 month Gold promotion for each console that I redeemed in April 2016. However, I already had a Xbox Live Gold membership.
These two promotion just EXTENDED my current membership. Not start a new one. I have been an uninterrupted Gold member since March 2010. I have been just adding new Gold to extend my current membership.

From my POV, the two 1 month trial Gold I got just extended my current membership. For me, it is the same Gold that I had since March 2010. However, I think Microsoft view it differently. It seems from Microsoft POV, each redeemed Gold is viewed separately
and individual. For example, the original Gold I had probably ended Jan 2018 and I am currently using the redeemed promotional Gold from April 2016. Therefore, to Microsoft, it is two different Gold membership. The first one ended and now I am using the second
one. Even though to me, it is one continuous Gold membership.

Does that make sense?

If I am correct, I am annoyed and frustrated. Because I did NOT know this nor was this my intention. If I had known Microsoft viewed each Gold differently rather than an extension, I would have given away the trial Gold. I would have NOT redeemed it. By
redeeming those trial Gold, I will be losing A LOT of money. That is NOT fair. Especially given the fact, from my POV, all I did was extend my current Gold. I strongly encourage you guys to change this policy.

Furthermore, this issue will probably happen again. I got a promotional Gold with my XB1 in Nov 2016. So sometime in either this year or next year, I will have this issue happen again. Even though you said the buy 3 month and get 3 month is NOT the cause
of this current issue now, it maybe in the future. So when I get to the one I got from Amazon, which would be Oct/Nov 2019, I may have this same issue again.

You have to see this as being frustrated and unfair. I appreciate that I finally, after over 20 days, got clarity on my issue. I understand. So, thank you. However, I am truly annoyed. Even ignoring the original wrong info I got from Xbox Live Rewards on
Twitter and how long it took for a reply from Xbox Live Rewards on forum, I feel screwed out of something I did not intended to do. By redeeming those promotional Gold months ago to extend my membership in April 2016, I am being negatively affected by it 24
months later. And I am probably going to be negatively affected by it again in the future. I have stacked a lot of Gold on my membership so I do not know what is promotion and what is paid.

I have one last question. When I redeemed a paid Gold, Microsoft automatically select auto renewal. I then go unselect auto renewal. However, Microsoft offer me a month Gold to keep auto renewal one. I always accept. Is that gift from Microsoft consider
a promotional/trial?

XBLRewards8

Hello gohan16ken,

We have responded to the post at (https://forums.xbox.com/en-US/thread/609c6cb9-c82f-4a05-8824-8a6fcf90f045).

XBLRewards8

Hello gohan16ken,

Subscriptions are activated in the order that you redeemed them. Your previous subscription (which, according to our subscriptions team, was also a trial subscription, which was why you did not receive Gold payback last month), ended, and this current one
month Gold trial subscription was loaded. Apologies for the confusion. We are not implying that your one month console trial subscription has been running since April 15 2016.

Again, as stated previously, once this one month trial ends on March 1, 2018, we have received confirmation from our subscription team that your next offer is a 12 Month Prepaid, which is listed as a non-trial.

Unfortunately, since trial subscriptions are not eligible for Rewards, you will not receive Gold payback for the month of February.

gohan16ken

Thanks for finally responding. I have a few issues with what you wrote.

1) How does a 1 month Gold from April 15, 2016 END on March 1, 2018? That is over 30 days.

2) If it was due to me having a 1 month promotional Gold on April 15, 2016, then how come I have always got Gold bonus every month since I joined Xbox Live Rewards in 2015 with the exception for Jan 2018?

3) I have contacted Xbox Support via phone and chat who confirmed my Gold is NOT a promotion nor a trial and that my current subscription ends on Sept 2020.

4) Glad you confirm the Gold I activate in Jan is NOT the issue.

5) I want my 10% Gold bonus for Feb.

I am not looking for a prompt response. Per your FAQ, the reply within 24-48 business hours. I am looking for that. I regularly see y'all skipped over my thread and reply to newer threads. That is what is annoying me.

Xbox Live Gold showing as promotion per Xbox Live Rewards but not per Xbox Support