So, you have questions?

Well, you've come to the right place! From Rewards Credits to MyVIP, we've covered pretty much every topic in the FAQ. But if your question hasn't been answered below, simply create a post in our Support Forum and we'll get back to you within three business days. You can also follow us on Twitter at @XboxLiveRewards for the latest news!

FAQ

Use the hot links to jump to specific topics, or simply scroll down to read through each of our FAQs.

About

About the Program:

+ What is Xbox Live Rewards?
A. Xbox Live Rewards is a loyalty program that rewards you for referring your friends to go Gold on Xbox Live, playing games, engaging with Xbox Live features, making purchases from Xbox Store and more. Earn Rewards Credits just for doing what you love on Xbox Live with your Xbox One or Xbox 360. Once you rack up 5,000 Credits or more, they'll be converted into your country's local currency and deposited right into your Microsoft account. Then it's off to Xbox Store, where you can spend your money however you'd like - whether on a game, movie, TV show, avatar item or more!
+ Is this an Xbox sponsored program?
A. Yes. Xbox Live Rewards is sponsored by Microsoft Corporation.
+ Who is eligible to participate in Xbox Live Rewards?
A. Xbox Live Rewards is open to users who have an account on Xbox Live who live in the fifty (50) United States (including District of Columbia), United Kingdom, Canada, Mexico, France, Germany, Australia, New Zealand, Ireland, Singapore, Hong Kong, Japan, Italy, Spain, Taiwan or Sweden and are 13 years or older. Please see Terms and Conditions for full eligibility details. If your country of residence is not currently eligible, please check back as we're always looking into adding new countries to the program.
+ How do I sign up for Xbox Live Rewards?
A. Go to the Xbox Live Rewards website and enroll by clicking the 'Join Xbox Live Rewards' button. You will need a Microsoft account to participate. Please use the Microsoft account associated with your Xbox Live Gamertag. If you do not already have a Microsoft account, you can create one for free. It will take up to 96 hours to confirm your eligibility and set up your account with Xbox Live Rewards. Head back to rewards.xbox.com in a couple days to view your newly created account.
+ What Rewards are available to members, and which ones am I eligible to earn?
A. A current list of Rewards is available on the MyRewards page, under MyMissions. For more details, please see the Terms and Conditions. Check back often to see what new rewards have been added!
+ Can I earn Rewards Credits for transactions made prior to signing up for Xbox Live Rewards?
A. You can only earn Rewards Credits once you're an Xbox Live Rewards member. Once your membership is complete, we'll begin tracking your activity and rewarding you for things like completing Punchcards and giving us feedback through surveys. For full details on the Rewards available, please see the Terms and Conditions.
+ How do I earn more Rewards Credits?
A. Some ways to earn require an Xbox Live Gold membership. However, all members can still earn Rewards Credits for actions like taking surveys, playing new games or completing Punchcards. To get the most out of Xbox Live Rewards, click here to become an Xbox Live Gold member.
+ My Xbox Live Rewards account is not recognizing my Xbox Live Gold membership. What should I do?
A. Xbox Live Rewards can only recognize paid monthly or yearly standard, non-promotional Xbox Live Gold memberships. If you have a different type of membership, we may not be able to recognize you as an Xbox Live Rewards Gold member.
+ What happened to Microsoft Points?
A. Microsoft Points are officially retiring. Instead, you can use money to purchase content on Xbox (see Xbox.com Points FAQ for more information). With this change, it became necessary for us to evolve the way we reward you. Instead of Microsoft Points, Xbox Live Rewards members can now earn Rewards Credits, which are converted into your country's local currency and deposited as funds directly into your Microsoft account.
+ I still have questions!
A. Please create a post in our Support Forum and we'll get back to you within 3 business days. You can also follow us on Twitter at @XboxLiveRewards to keep up on the latest news!

Account:

+ How do I make sure my Microsoft account is properly set up to receive Xbox Live Rewards deposits?
A. In order to receive deposits in the form of your country's local currency, your Microsoft account must be transitioned to currency. As long as you have a billing address on file in your account, you simply need to initiate a purchase or redeem a Microsoft Points card or code with your Microsoft account to begin your account transition.
+ How do I change the email address where I receive Xbox Live Rewards communications?
A. In order to change your Microsoft account, please click here and follow the instructions. Please make sure that the Microsoft account associated with your Gamertag is current to ensure you receive your Xbox Live Rewards email offers and updates. To see which email address we have on file for you, go to http://commerce.microsoft.com, log in with the Microsoft account tied to your Gamertag, click on 'Billing Info' and select 'Edit Profile' link at the top.
+ Will I still receive Xbox Live Rewards Credits if I change my Microsoft account (email)?
A. Yes. Updating your Microsoft account (email) associated with your Gamertag will not impact your Xbox Live Rewards Credits deposits. However, if you do make this change, you won't be able to sign into the Xbox Live Rewards site with your old Microsoft account (email) until you take an extra step. After 72 hours, you will need to re-register for the program with the new Microsoft account (email). After 4 days you should be able to sign in with your new Microsoft account and view your information on the MyRewards page.
+ Why can't I access my account information immediately after registration?
A. While most users receive confirmation within 2 days, in some rare circumstances it may take up to 96 hours for your account set up to complete.
+ I'm having trouble logging in with my Microsoft account. What should I do?
A. If you've forgotten your password, simply go here click the 'forgot password' link and follow the instructions provided. Once this process is complete, go back to the Xbox Live Rewards home page to log in. For further assistance with your account, visit the Microsoft Account Sign-In Help Center.
+ What types of communications will I receive from Xbox Live Rewards?
A. As an Xbox Live Rewards member, you will receive a variety of emails, including registration confirmation notifications, monthly rewards program updates, special offers and more. In general, you shouldn't receive more than 2 emails per month unless you have been selected for VIP Rewards or exclusive offers. Please note that you may receive an email from XboxLiveRewards@eprizefulfillment.com on behalf of Xbox for updates. If you have not already done so, make sure your junk mail filters are set to receive emails from XboxLiveRewards@eprizefulfillment.com.
+ What if I want to participate in Xbox Live Rewards but I do not want to receive email communications?
A. Unfortunately, it's necessary to use email communications to inform members of the latest program updates and offers, as well as to provide status updates of their accounts. All VIP Exclusives and many prizes are sent via email as well. To stop receiving emails, you will need to opt-out of the program. You can do that by clicking here.
+ How do I remove myself from the Xbox Live Rewards program?
A. We love rewarding our members for doing what they love. However, if you would like to leave the program, you can opt-out at any time by clicking here.
+ Who do I contact if I have further questions about Xbox Live Rewards?
A. If you have additional questions that have not been answered here, please see our Terms and Conditions for full information. After reading our terms, if you still have questions, please create a new post in our Support Forum and the Xbox Live Rewards Squad will look into your inquiry and get back to you within 3 business days.
+ How do I update my Gamertag, Avatar and Xbox Live Rewards account information?
A. To update your account information, simply follow the links and instructions provided under the My Account section of Xbox.com. Xbox Live Rewards uses your existing information so you don't need to update in two places. Since changes in profile information can take up to 2 weeks to finalize, please continue to participate while our systems are updating.
+ What if I move to another country or change my region?
A. Rewards Credits are converted to the currency associated with your original country of enrollment. Any Rewards Credits already deposited are yours to keep, but changing your region will result in us being unable to deposit any Pending Credits that convert to your new region's currency.

Not to worry, though! If you would like to continue participating in Xbox Live Rewards, simply opt out of the program and then sign back up again. Your account will start fresh and you'll start earning Rewards Credits that will convert to your new currency. So, if you're planning on moving, be sure to request your Rewards Credits deposit early before you change your region.

Rewards:

+ What are Rewards Credits and how can I use them?
A. Rewards Credits are a way of keeping track of the funds you earn through Xbox Live Rewards. Once you accumulate 5,000 Credits or more, they will be converted into your country's local currency and deposited into your Microsoft account. Then, you can head over to the Xbox Store to purchase your favorite games, TV shows, movies and much more!
+ What is the monetary value of Rewards Credits?
A. 5,000 Rewards Credits are equal to $5 USD.
+ When will I get my Rewards Credits?
A. Rewards Credits will be converted into your country's local currency and deposited into your Microsoft account by the 15th and 30th of each month, once you hit 5,000 Credits. If you have less than 5,000 Credits, they will be held as Pending until a quantity of 5,000 is reached.
+ Can I get my Rewards Credits faster?
A.Yes. If you reach 1,000 Rewards Credits or more, a 'Request Deposit' button will appear on your MyRewards page. Click on the 'Request Deposit' button for an early deposit! The early deposit will be deposited into your Microsoft account by the next scheduled deposit date on your MyRewards page. Check out the progress bar at the top of your MyRewards page to see your Credits progress.
+ Can I get a Rewards deposit in another currency?
A. No. Rewards Credits will not be converted over to currency not associated with the countries eligible to participate in the program. Your Xbox Live profile must be set to an eligible locale.
+ Will my Rewards Credits expire?
A. While Rewards Credits do not expire, the funds that we deposit do, so be sure to use it! Once Rewards Credits have been converted to your country’s local currency and deposited into your Microsoft account, the cash value will expire within 365 days upon deposit. To view expiring deposits in your Microsoft account, go to the Billing and Account Management page. See Terms and Conditions for full details.
+ How do I know how many Rewards Credits I've earned and how will I know when they have been converted to my local currency and deposited into my Microsoft account?
A. First, log in to Xbox Live Rewards and head over to the MyRewards page. Once you are on the MyRewards page, click on 'View MyStatement.' MyStatement is a summary of all your rewards activity. You can view:

  • Pending Rewards Credits: Credits you've earned that have not yet been converted to your local currency and deposited into your Microsoft account
  • Rewards Credits Deposits: Credits that have already been converted to your country's local currency and deposited in your Microsoft account.
  • Previous Month: Activity over the past month
  • Past 6 Months: Activity over the past 6 months
  • Lifetime: All your activity for the entire duration of your Xbox Live Rewards membership.

You'll also receive a MyStatement email each month that shows your Rewards Credits activity summary.
+ How long will it take for rewards activity to show up on the MyRewards page?
A. Some activities will display in the MyCredits progress bar and in MyStatement within 2 days. Others, like special offers, won't show up until the offer is over. When in doubt, check the offer FAQ or the offer Terms and Conditions found in the footer of the webpage that references the offer.
+ My Rewards Credits balance seems wrong. What should I do?
A. Please contact us via the Support Forum so we can take a look at your account.

MyMissions

Shocktober 2014:

+ How do I earn rewards with the Shocktober 2014 offer?
A. Earn 5,000 Rewards Credits when you purchase $49.99 or more of eligible horror-themed content from the Xbox Store between October 15, 2014 00:01 UTC and October 31, 2014 23:59 UTC. Please visit http://www.worldtimeserver.com/ or another world time database to determine local time.
+ What Xbox Store content is eligible for this offer?
A. All horror-themed Games on Demand*, Arcade Games, Avatar items, themes, movies, or TV Season Passes qualify for the offer. Purchases of eligible content can be made for the Xbox 360 and/or Xbox One.

*Only Games on Demand in the horror genre less than $49.99 qualify for this offer.
+ Who is eligible for this offer?
A. This offer is open to Xbox Live Rewards members 13 years and older. Please see Terms and Conditions for full eligibility details.

MyPunchcard:

+ What is MyPunchcard?
A. MyPunchcard is part of the Xbox Live Rewards program and is open to all members. Through MyPunchcard, Xbox Live Rewards members can get rewarded for performing a specific set of actions. Every Punchcard is linked to a specific Reward. Once a member completes all the criteria associated with an offer, they will get the Reward.
+ Who is eligible for MyPunchcard?
A. All Xbox Live Rewards members are eligible to participate in MyPunchcard. To start earning punches for completing specific actions, join Xbox Live Rewards now for free if you haven't already: http://rewards.xbox.com.
+ How does MyPunchcard work?
A. Each Punchcard has a set amount of punches required to complete it. Once a specific action is completed and a punch is earned, it can take up to 2 days for it to appear on the MyRewards page. Xbox Live Rewards members are only eligible to receive a Reward once all punches have been earned and the entire Punchcard is complete. There is a limit of one Reward per completed Punchcard, unless otherwise noted.
+ When will I receive MyPunchcard Reward?
A. Depending on the Punchcard offer, you will receive your Reward for completing the Punchcard after the end of the offer period or within 96 hours. Please reference the FAQ for that particular Punchcard offer for more details.
+ Where can I find the available Punchcards?
A. To check out the available Punchcards, log into the Xbox Live Rewards site and visit the MyMissions page. The amount of available Punchcards each month will vary. New offers could pop up at any time, so be sure to check back occasionally!
+ Do specific Punchcards expire?
A. Yes. Once a Punchcard expires, no further punches will be provided for actions completed after the expiration date. Expiration dates for each Punchcard vary and are listed on the MyPunchcard page found here.
+ How do I know if I have met the minimum purchase requirement to get a punch for a Punchcard?
A. The pre-tax amount of the item must meet the minimum purchase requirement for each punch for that particular Punchcard. Visit MyMissions page for more details.

My Games on Demand Punchcard:

+ What is the My Games on Demand Punchcard offer?
A. Beginning September 4, 2014 to Xbox Live Rewards members who purchase a single Games on Demand title for a minimum of $59.99 will receive one punch. Get three punches before November 30, 2014 to complete the My Games on Demand Punchcard, and earn 20,000 Rewards Credits!
+ What are the qualifying Games on Demand titles?
A. All Xbox One and Xbox 360 Games on Demand titles valued at $59.99 and up will qualify. Eligible purchases need to be made in Xbox Store between September 4 00:01 UTC and November 30, 2014 23:59 UTC. Please visit http://www.worldtimeserver.com/ or another world time database to determine local time.
+ Who is eligible for this offer?
A. This offer is only open to Xbox Live Rewards members 13 years and older. Please see Terms and Conditions for full eligibility details.
+ When will I get my Rewards Credits?
A. After you have completed the Punchcard, your 20,000 Rewards Credits will show up as Pending on your MyRewards page within 96 hours. Your Credits will be converted into your country's local currency and deposited into your Microsoft account by the 15th and 30th of each month, once you hit 5,000 Credits. If you have less than 5,000 Credits, they will be held as Pending until a quantity of 5,000 is reached.

My Movies Punchcard:

+What is the My Movies Punchcard offer?
A. This offer allows Xbox Live Rewards members to earn Rewards Credits for buying and renting movies in the Xbox Store. Here's how it works:

  • Buy an HD movie and receive four punches
  • Buy an SD movie and receive two punches
  • Rent an HD and receive one punch

Get ten punches before October 31, 2014 to complete the My Movies Punchcard and earn 10,000 Rewards Credits!
+ What are the qualifying movie purchases or rentals?
A. All purchases or rentals of movies on Xbox One and Xbox 360 will qualify. Eligible purchases and rentals should be made in Xbox Store between September 4 00:01 UTC and October 31, 2014 23:59 UTC. Please visit http://www.worldtimeserver.com/ or another world time database to determine local time.
+ Who is eligible for this offer?
A. This offer is only open to Xbox Live Rewards members 13 years and older. Please see Terms and Conditions. for full eligibility details.
+ When will I get my Rewards Credits?
A. After you have completed the Punchcard, your 10,000 Rewards Credits will show up as Pending on your MyRewards page within 96 hours.

Games with Gold:

+ How do I earn rewards with the Games with Gold Rewards offer?
A. Beginning September 4, 2014, Xbox Live Rewards Gold members can complete the following actions to earn Rewards Credits.

  • Download and play a featured Games with Gold title for 10 hours or more to receive 1,000 Rewards Credits.
  • Purchase an eligible game add-on for a participating Games with Gold title to receive 2,000 Rewards Credits.
    Note: Not all Games with Gold titles will feature an add-on.

Download, gameplay, and purchase must be made within 14 days of the game’s announcement as a Games with Gold title on Xbox One or Xbox 360 and after enrollment into Xbox Live Rewards.
+ Which Games with Gold titles are eligible for this offer?
A. For a complete listing of free Games with Gold titles available for Xbox Live Gold members, please visit http://www.xbox.com/en-US/live/games-with-gold.
+ Who is eligible for this offer?
A. This offer is open to Xbox Live Rewards Gold members. Please see Terms and Conditions for full eligibility details.
+ When will I get my Rewards Credits?
A. After you have downloaded and played for 10 hours or more and purchased an eligible game add-on within two weeks of the Games with Gold announcement on Xbox 360 or Xbox One, your Rewards Credits will show up under Pending on your MyRewards page within 96 hours of completing the offer. You can earn up to 3,000 Rewards Credits for each eligible Games with Gold title.

Refer-a-Friend:

+ What is Refer-a-Friend?
A. Refer-a-Friend is an Xbox Live Rewards program available to Xbox Live Rewards Gold members in the United States, United Kingdom, Mexico, France, New Zealand, Ireland, Singapore, Hong Kong, Japan, Italy, Spain, Taiwan, Sweden and Brazil. It allows members to earn Rewards Credits for referring their friends to sign up for Xbox Live Rewards and get Xbox Live Gold.
+ Do I need to have an Xbox Live Gold membership to refer friends?
A. Yes, you must be an Xbox Live Rewards Gold member to refer friends.
+ How many Rewards Credits can I earn for referring friends?
A. While you can only refer up to 5 friends a day, there is no limit to the number of Rewards Credits you can earn for successfully referring friends. A successful referral hinges on a referred friend(s) upgrading to an Xbox Live Online Gold membership within 14 days of receiving the referral email and signing up for Xbox Live Rewards (if they weren't already a member). Credits will be awarded once your referred friend(s) has been Gold for at least 30 days.
+ A friend referred me. How many Rewards Credits can I earn for upgrading to an Xbox Live Gold membership?
A. You can only receive the Refer-a-Friend Reward for personally upgrading to an Xbox Live Gold membership one time. However, Xbox Live Rewards Gold members can earn unlimited rewards for referring new members.
+ I was referred by an Xbox Live Rewards Gold member and purchased an Xbox Live Online Gold membership. I'm also an Xbox Live Rewards member. When can I expect to receive my 5,000 Rewards Credits?
A. To receive your 5,000 Rewards Credits, you must join Xbox Live Rewards and upgrade your Xbox Live account to Gold Online membership within 14 days of receiving the referral and retain your Gold membership for at least 30 days. If you meet all these requirements, Credits may take up to 45 days to be deposited into your Microsoft account.
+ Why can't I refer some of my friends?
A. There are multiple reasons a friend may not be eligible for the Refer-a-Friend Reward. Your friend may already be an Xbox Live Gold member, or have recently acted on a referral and upgraded to Gold. Also, the Refer-a-Friend Reward may not be available in your friend's region. Please see the Terms and Conditions for full details.

VIP

MyVIP:

+ What is MyVIP?
A. MyVIP is an exclusive feature of Xbox Live Rewards that gives Xbox Live Rewards members a certain level of payback for purchases made in the Xbox Store. Unlock your first level of payback by reaching a yearly spend of at least $150, which will earn you a VIP Star. As your VIP Star rank grows, so will your payback percentage. Plus, if you're an Xbox Live Gold member, you'll enjoy double kickback on your purchases.

Please note: Purchase minimums refer to pre-tax totals.
+ Who is eligible for MyVIP?
A. MyVIP is open to Xbox Live Rewards members who have an Xbox Live account who live in the fifty (50) United States (including District of Columbia), United Kingdom, Canada, Mexico, France, Germany, Australia, New Zealand, Ireland, Singapore, Hong Kong, Japan, Italy, Spain, Taiwan or Sweden and are 13 years or older. Please see Terms and Conditions for full eligibility details.
+ Is MyVIP open only to Gold members?
A. No. MyVIP is open to all Xbox Live Rewards members. However, Xbox Live Rewards Gold members do get more, like double kickback on Rewards.
+ Does my VIP Star rank change daily?
A. VIP Star ranks are unlocked each time you meet the spend threshold for each level. It may take the website three to five days to reflect any changes in your VIP Star rank. Please see Terms and Conditions for full eligibility details.
+ How do I earn the Gold rebate for my eligible purchases?
A. Just stay Gold through the entire month to earn the Gold rebate on eligible Xbox Store purchases.
+ How do I sign up for MyVIP?
A. If you're an Xbox Live Rewards member, all you need to do is purchase content in the Xbox Store to get started. Keep raising your VIP Star rank to earn a higher level of payback.
+ When will my MyVIP Rewards Credits be deposited into my Microsoft account?
A. For every $10.00 you spend on qualifying Xbox Store content, you will be eligible for Rewards. The Rewards earned will be calculated at the end of each month, and then will show up on your MyRewards page as Pending in the following month. Then, your Rewards Credits will follow the program's current deposit terms.
+ I should have earned a higher VIP Star ranking, but I haven't yet. Why?
A. It may take the website three to five days to reflect any changes in your VIP Star rank.
+ What Xbox Store purchases are eligible for the MyVIP payback?
A. Eligible content includes: Games on Demand, arcade games, add-ons, movies, TV, Season Passes, avatar items across Xbox 360 and Xbox One.

The following Xbox content is not eligible for the offer: In-game content, themes, Xbox Live and Xbox Music Pass subscriptions, and music.

MyAchievements:

+ What is the difference between Gamerscore and Achievement Points?
A. Your Gamerscore is a sum of your Achievements across all Xbox 360, Windows Phone 7, Windows Phone 8, Windows 8 and Windows Live games. Achievements are earned by completing specific tasks within a game. To view details on your Achievements and your overall Gamerscore, visit Xbox.com or check your Xbox Live dashboard.
+ How will I know which tier I qualify for?
A. MyAchievements tiers are unlocked based on your Gamerscore by the first of any month.

  • A score of 3000 - 9999 makes you a Contender.
  • A score of 10000 - 24999 makes you a Champion.
  • A score of 25000 - 74999 makes you a Legend.
  • A score of 75000 or higher makes you a Master.
+ Do I have to get new Achievements and build up a new Gamerscore to be placed in a tier? How is my tier calculated?
A. No, you don't have to start from zero. Your current Gamerscore will be used to determine your tier. Your tier is calculated based on your Gamerscore by the first of the month in which you qualify.

VIP Exclusives:

+ What are VIP Exclusives and how do I earn VIP Rewards?
A. VIP Exclusives are special offers and rewards that are part of the Xbox Live Rewards program. To be eligible, all you have to do is become an Xbox Live Rewards Gold member and stay active on Xbox Live.
+ I should have been a VIP, but I never received my email. What should I do?
A. Please be sure that you are checking the email address listed as the contact email on your Microsoft Billing profile. If you see a VIP Exclusives or other special offer on your MyRewards page, but you haven't received the email, please contact us via the Support Forum. All VIP Exclusives and other special offers expire one year from the offer date.

More Questions

+ I have still a question about my specific account.
A. Please make a new post in our official Support Forum and we'll get back to you within 3 business days. Our hours of operation are Monday through Friday, from 9 AM to 5 PM Pacific Standard time.

Forums

For general program questions check out the Xbox Live Rewards forums page.

Go to Forums

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