Cannot receive SMS verification code when redeeming Microsoft Rewards

Question

Hello, I am experiencing an issue with the SMS verification required to redeem Microsoft Rewards. My phone number is correct and fully functional: I receive Microsoft security codes without any problem when updating my account information.

However, when I try to redeem a Reward, the verification SMS never arrives.

I have already tried the following steps:

different devices (PC, Xbox, Android app)

different networks (Wi-Fi and mobile data)

removing and re-adding my phone number to my Microsoft account

clearing cache and cookies

waiting several hours between attempts

The issue occurs only with Microsoft Rewards, not with general account security. It seems like a specific block or a service issue related to Rewards.

Could you please check whether my account is affected by a verification block or provide guidance on how to proceed?

Thank you for your help.

Answer 1

It seems that you're experiencing issues specifically with receiving SMS verification codes for Microsoft Rewards, despite being able to receive other Microsoft security codes without problems. Here are some steps you can consider:

1. Check for Blocked Notifications: Ensure that your phone has not accidentally blocked notifications from Microsoft or specific short codes used for SMS.
2. Use Alternative Verification Methods: If the SMS verification continues to fail, consider using the Microsoft Authenticator app or a phone call method for verification, as these methods may provide more reliable delivery.
3. Contact Support: Since the issue appears to be specific to Microsoft Rewards, it may be beneficial to open a support case with Microsoft to investigate if there is a verification block on your account or if there are known issues with the Rewards service.
4. Retry After Some Time: Sometimes, waiting a bit longer and trying again can resolve temporary service issues.

If these steps do not resolve the issue, contacting Microsoft support directly would be the best course of action for further assistance.

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References:

• Troubleshooting problems in Azure Monitor alerts
• Frequently asked questions about Microsoft Entra multifactor authentication

Answer 2

I have the same issue, log case but getting useless response and issue not resolved.

Reply by Microsoft Support as below:-

 
Thank you for your patience as we work to resolve the issue in receiving the six-digit verification code for redeeming a reward. 

To help ensure successful delivery of the code, please keep the following in mind: 

Avoid multiple rapid requests for the code. Requesting it too frequently may result in a delay of at least 10 minutes before a new code is delivered. 

Ensure the phone number you're using is not associated with any other Microsoft account, as this can interfere with code delivery. 

 
Should you need further assistance or if the issue persists, please file a new support case by going through the link Microsoft Rewards e-form. Please specify the phone number as well that you are using to receive the code. 

 

Regards,   
 
Microsoft Customer Service and Support  

  

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