How to get my cash balance updated in my Microsoft account

Question

Ongoing problem, I have purchased a # of gift cards using my points balance from Xbox gaming but my account balance has a zero balance. I should also have a balance in sim verse coins but account shows a zero balance. Many attempts at trying to get this straight but. Need to talk to rep to explain situation . I am elderly and do not fully understand directions that are sent to me . Need to have a conversation.

Answer 1

The most likely causes of a missing or zero Microsoft account balance after redeeming Xbox/Microsoft Rewards gift cards are:

1. Gift cards were redeemed to a different Microsoft account than the one being checked.
2. The balance is promotional (from Microsoft Rewards) and may be subject to expiration.
3. There is a problem with the purchase or redemption that requires Microsoft Support to review the account directly.

Because this situation involves account-specific balances and prior failed attempts, it must be handled by a Microsoft support representative with secure access to the account. Community tools and documentation cannot view or fix balances.

To speak with a live Microsoft support agent:

1. On a Windows PC, open the Get Help app (type “Get Help” in the Start menu search).
2. In Get Help, type a short description such as: Need help with missing Microsoft account balance from gift cards / rewards.
3. When the automated suggestions appear, choose the option to Contact support or Chat with an agent.
4. When asked which product or service, select the option related to Microsoft account or Billing and payments.
5. In the contact options, choose either:
   • Chat with a support agent in your web browser, or
   • Call me back and enter a phone number so a support agent can call.

If using a web browser instead of the Get Help app, go to the Microsoft support contact page, sign in with the Microsoft account that should have the balance, select the relevant product (Microsoft account / billing), then follow the prompts until the Chat with a support agent or Call me back option appears.

When connected with the agent, have ready:

• The Microsoft account email that should hold the balance.
• Any confirmation emails for redeemed gift cards or Microsoft Rewards redemptions.
• A clear statement that the account balance and any in-game currency (such as Simverse coins) show zero even though gift cards were redeemed.

The agent can then:

• Verify which account the gift cards and rewards were redeemed to.
• Check whether any promotional balance has expired.
• Correct issues with redemptions or purchases if applicable.

For general information on how Microsoft account balances and promotional balances from Rewards work, see:

• Microsoft Rewards: how points convert to gift cards and direct deposit into Microsoft account balance.
• Microsoft gift card terms: how redeemed value is added to a Microsoft account, that balances are non-transferable, and that promotional balances can expire.

---

References:

• Learn about Microsoft Rewards
• Microsoft gift cards terms and conditions
• Troubleshoot buying issues with Microsoft Store
• Request a refund - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A