Reward points not being honored

Question

• Phone verification. Redeem card with reward points. Does not work. I spoke to Microsoft agent and they say contact you as the account already has a phone number.
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• No, I still need help
• Thank you for your confirmation.
• Ok
• I am on the line with thr Microsoft help dude and he gave me the link here. Waiting for a response so I can let him loose.
• Doing my best to remain patient
• Eva Sereno 65 Answers • 100% Helpful Thanks for reaching Xbox gamers community. My name is Eva , an Xbox gamer and a fan just like you. I hope you are doing good aside from the issue you are having with today.
• "Alright thanks. Doing my best to remain patient. I do really appreciate your time and patience. They may be having chats as well but I'm not leaving you till you get a representative. Thank you. And yeah your probably right."
• Ah okay imma let him know I got in contact one moment ill be back
• Okay imma copy paste my thing from above
• Phone verification. Redeem card with reward points. Does not work. I spoke to Microsoft agent and they say contact you as the account already has a phone number.
• On the xbox right now I keep trying I have 35k points I am trying to redeem.
• Claims I have no mobile number even though I do. I spoke to a Microsoft help representative to find out. I indeed do have one.
• Hello
• Im trying my best to be as patient as possible
• This is highly infuriating I want to get the game dragon ball sparking zero with part of my reward points I have been saving since I bought the xbox
• ....
• Eva Sereno 65 Answers • 100% Helpful Hi Joseph, Thank you for your response, Here are the steps to take actions: Submit a Specific Rewards Ticket: Do not use general Microsoft support. You must use the dedicated Microsoft Rewards Support Form to request that they manually review the account and release/reassign the phone number. Wait 24–48 Hours: If you have made multiple failed attempts, Microsoft likely has a temporary block on your account, which lasts for 24 hours to 1 week. Do Not Use VoIP: Ensure you are not using a VoIP (Voice over IP) number (e.g., Google Voice, Skype, virtual numbers). Only physical mobile or landline numbers are allowed. Check for "Family" Links: If this number was ever used on another Microsoft account, it may be blocked. Try to remove the number from your Microsoft account security settings ([account.live.com/names/manage]) and wait before trying again.
• I've tried.
• There is no option. Its like it doesn't exist.
• Im trying to be as patient as possible. Im assuming there is no way i can be credited what I have earned or what.
• Hello
• My eyes hurt bro. Can I get a manager to do something reimbursement something.
• Hello
• Are you googling answers?
• I've already tried that. I've already spoke to them. I want either compensation for my reward points or the xbox to recognize my number. Im being extremely patient. Its been over a hour. Im trying to not blow my lid.
• .
• Get a supervisor in here now bro
• You've been in this chat engaged 0 times other than a introduction and provided the same non assistance the other Microsoft official rep did. Now since you can not fix it. Which its been 30 minutes of you not answering you can grab someone to help or do something about it. I've never had this awful of customer service. I pay 30 a month for this? Twice over me my cousin and girlfriend. Im going to flip the hell out if I dont get some real help or some actual compensation.
• Route the fucking question now
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1

Thanks for your feedback

You'd never believe it. I still have no help guess what the virtual agent says.

Virtual Support Agent ProfileVirtual Agent

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Is Microsoft allergic to money. Im so close to being done with them. Fix my issue or give me a damn card of equal value. 35k points. 35k. Are you nuts right now

[Moved from Bing | Microsoft Rewards]

Answer 1

Phone verification is required to redeem Microsoft Rewards, and several specific conditions can block redemption even if a number is already on the account.

Based on the documented behavior, check and adjust these points in order:

1. Confirm the type of phone number
   • Only a physical mobile or landline number is allowed.
   • Voice over IP (VoIP) numbers (for example, virtual numbers, app-based numbers) are not permitted and will prevent redemption, even if they appear on the account.
   • If the current number is VoIP, replace it with a non‑VoIP mobile or landline number and try again.
2. Check for phone-number usage limits
   • A single phone number can only be associated with a limited number of Microsoft Rewards accounts (maximum of 6 accounts per household).
   • If the same number has been used on multiple Microsoft accounts (yours, family members, etc.), it may no longer be accepted for verification.
   • In that case, use a different mobile or landline number that is not already tied to multiple Rewards accounts.
3. Wait out temporary verification blocks
   • Multiple failed verification attempts can trigger a temporary block.
   • If there have been many unsuccessful attempts, wait at least 48 hours before trying phone verification again.
4. Ensure region and location are valid
   • Rewards points must be redeemed in the same region as the Microsoft account.
   • Redemption will fail if:
     • The account region and physical location do not match, or
     • A VPN or proxy is in use that hides or changes the location.
   • Turn off any VPN/proxy, make sure the account region is correct, and redeem only from the home country/region.
5. Verify SMS verification requirement
   • Microsoft may ask for SMS verification when redeeming points.
   • A working mobile or landline number is required; VoIP is not allowed.
   • For general verification issues, see the guidance under What is SMS Verification? and Troubleshooting verification code issues referenced in the Rewards help.
6. When self-fix does not work
   • If the number is non‑VoIP, within usage limits, region is correct, VPN is off, and 48 hours have passed since the last failed attempts, but redemption still fails, the documented next step is to contact Microsoft Rewards support directly so they can review the account and orders.
   • Use the dedicated Rewards support options referenced in the documentation (for example, Microsoft Rewards Customer Support or the Rewards support/contact links) rather than general Xbox or generic Microsoft support, because only the Rewards team can adjust phone-verification and redemption issues on the Rewards side.

Note: Points can only be redeemed when all program rules are met; attempting to redeem from outside the current market or with disallowed phone types is treated as a policy violation and can block redemptions.

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References:

• How to redeem Microsoft Rewards points
• Learn about Microsoft Rewards