Account locked to Hong Kong region due to VPN/Proxy issue, (PII Removed) pending for over 72 hours. Need help from Community Manager

Question

Hello Community Managers and Experts,

I am a Microsoft Rewards user based in Mainland China. Previously, due to using a VPN/network proxy (in rule mode) for daily check-ins, the automated system incorrectly flagged my frequent location as Hong Kong. As a result, my redemption button has turned gray and is completely unclickable due to the regional mismatch.

I have already submitted a support ticket on July 22nd (PII Removed) and received an acknowledgment email from the Rewards Support team stating that the maximum response time would be 24 hours.

However, it has been over 72 hours now, and my account remains completely locked to the Hong Kong region with no further updates from the support team. I have fully disconnected from any VPNs and am currently using a clean, direct domestic network connection.

I understand that community members cannot directly modify account data, but since the official email support has stalled past its deadline, I would highly appreciate it if a Community Manager could escalate this internally to the Rewards backend/risk team to reset my account's underlying region back to Mainland China.

Thank you so much for your time and assistance!

Answer 1

Hey there! Nice to meet you!

Unfortunately, no one here in the forums can escalate your case.

Since you have already contacted Microsoft Rewards Support, it may take a while for them to reply, at least weeks or a month, due to the high volume of support requests they receive daily. Please check your email inbox, junk, and spam folders from time to time.

If you haven't received a reply for over a month, you may contact them again for a follow-up on your case:

https://rewards.bing.com/support

Lastly, submitting multiple tickets is not recommended, as this may reset your position in the queue and delay a response from the Support.

Thank you for your understanding.

Best regards,

Darhyl