Microsoft Rewards region incorrect – backend region mismatch – ticket [Moderator note: PII removed]

Question

I’m located in the United States, but my Microsoft Rewards region is incorrect. I cannot redeem U.S. gift cards such as Walmart. My Microsoft account region and Bing region are set correctly to United States – English. My IP address is not masked.

I opened a support ticket ([Moderator note: PII removed]) two weeks ago, but the agent has not escalated it. This issue requires a backend region reset by the Rewards engineering team.

Can a moderator please escalate this case internally? Thank you.

Answer 1

Hi J C,

Please note that our forum is a public platform, and we will modify your question to hide personal information in the description. Kindly ensure that you hide such details the next time you post to protect personal data.

At this stage, I can totally understand why you're asking for an escalation. When your Microsoft account, Bing region, and physical location all appear correct, but Rewards still shows the wrong region, the issue definitely feels difficult to resolve from your side.

Just to make sure we're on the same page, I'd like to ask whether the ticket you created was via the Microsoft Rewards Support form, or with Microsoft Support? Because from what you described, this appears to be more related to the underlying Microsoft account/region configuration.

While the Microsoft Rewards team can assist with things such as points, streaks, offers, and redemption issues, region information and other account settings typically need back-end investigation. If your existing ticket is from Rewards Support, I recommend contacting Microsoft Support this time instead:

1. Visit Contact Us - Microsoft Support > sign in  
2. Type in your problem > click Get Help to make request  
3. Click Contact Support at the bottom to connect to an agent 
4. Select category > continue and you should be added to a chat queue. 
5. If you don't see the chat option, go through another category for escalation.

Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

However, if the ticket was from Microsoft Support already, and it has been two weeks without progress, your best option would be to follow up with it. Reply to the conversation requesting an update, specifically asking whether the case has been routed to the appropriate team. Another option is opening another ticket referring the old number.

I wish I could help more directly, but Microsoft Q&A is just a user-to-user support forum, and moderators here do not have access to internal systems and cannot escalate support tickets. Microsoft Support may be better positioned to investigate whether there is an account-level or back-end region mismatch.

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Answer 2

There is no moderator or public forum path here to trigger an internal escalation or backend region reset directly.

Supported next steps are:

1. Verify that redemption is being attempted only from the same region as the Microsoft account.
2. Ensure no VPN or proxy is in use, because location-masking services can block redemption or trigger region restrictions.
3. If the account is in the home region and basic checks are already correct, contact Microsoft Rewards Support directly through the public support channel for account review.
4. If the issue persists, submit another Rewards Support request and include the existing case number [Moderator note: PII removed], the incorrect region behavior, and that the Microsoft account region, Bing region, and current physical location are all United States.

Relevant policy and troubleshooting points:

• Rewards must be redeemed in the same region as the Microsoft account.
• Redemption while traveling in another market/region is not allowed.
• Using a proxy or VPN may conceal the true location and cause redemption issues.
• Trying a different device, browser, or network is a supported troubleshooting step before contacting support.

For direct support, use the public Rewards Support page: https://rewards.bing.com/support

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