How to fix my problem with redeeming Microsoft points. I keep getting error message.

Question

I am unable to redeem points. When I contacted Microsoft rewards (request number is 7097926135) - they give me several items to check. One of these is to "check my location" on Bing. When I do this, I come up with an address that is in my plan - but not my address. I did call my ISP as they suggest and they say that it could be a problem with Bing.

What should I do to resolve this problem? I have been trying to get an answer since the beginning of February.

Can you reply to me by my email ******@live.com

Thank you,

Judy

Answer 1

Microsoft Rewards redemptions must match the region and location of the Microsoft account and the actual network location. If Bing is detecting a different location than expected, that can block earning or redeeming points.

To resolve this type of issue, the following must be checked and corrected:

1. Ensure no VPN, proxy, or similar service is in use
   • Rewards cannot be redeemed while using a VPN or any service that conceals or alters the true IP/location.
   • Turn off any VPN/proxy on all devices used for Bing and Rewards.
2. Confirm the Microsoft account region matches the actual country/region
   • Rewards points must be earned and redeemed in the same region where the account is registered.
   • If the account region does not match the real location, redemptions can fail or be cancelled.
3. Make sure the network appears in the correct market
   • If Bing shows a location in a different market/region than the Rewards account, the system may treat this as attempting to earn or redeem from outside the current market, which violates program policy.
   • The ISP must ensure the IP is correctly geolocated to the right country/region. If the ISP insists everything is correct, continue working with Microsoft Rewards Support so they can review the account and the error on their side.
4. Use a valid, non‑VoIP phone number for SMS verification
   • When redeeming, a mobile or landline number must be used; VoIP numbers are not allowed.
   • If phone verification fails repeatedly, wait 48 hours before trying again.
5. Retry redemption only after the above are correct
   • Sign in to the Rewards dashboard, verify the location/market is correct, and then attempt redemption again without VPN/proxy and with a valid phone number.

If the problem persists after these checks, only Microsoft Rewards Support can directly review the account and error history. Use the Rewards support channel already in use (referencing the existing request number) and clearly state that:

• No VPN/proxy is in use
• The Microsoft account region matches the physical location
• Bing is still resolving to an incorrect or inconsistent location

They can then investigate whether the account has been restricted due to location or policy issues and advise on next steps.

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References:

• How to redeem Microsoft Rewards points
• Learn about Microsoft Rewards
• Track my Microsoft Rewards orders
• Getting the most out of Microsoft Rewards