Order failed, "Miscellaneous Credit" -€30.00 shown as refunded, but balance is 0 and no Rewards points returned

ilias hh 0 Reputation points
2026-11-11T00:11:01.75+00:00

Hello,

On November 11, 2026, I tried to buy a game on my Xbox Series console. I paid €30 with my Microsoft account credit (which came from Microsoft Rewards points) and the rest with another payment method. The order did not go through: I don't have the game and the remaining amount was never charged.

My €30 has disappeared. In my Microsoft order history, there is a "Miscellaneous Credit" entry dated today showing "€30.00 refunded", paid with Microsoft account, with a total of -€30.00. However:

  • my Microsoft account balance is 0 EUR
  • I can't find any points or credit returned in Microsoft Rewards
  • there is no transaction in my payment history for the last 60 days

From what I understand, this kind of entry can mean the promotional balance was removed after the order failed, but the points should then be restored. In my case nothing came back.

Has anyone had the same issue? Did the points or credit eventually come back, and how long did it take? Did Rewards Support (rewards.bing.com/support) or Microsoft billing support resolve it?

Thank you!

Bing | Microsoft Rewards
Bing | Microsoft Rewards

A program that grants points for using Bing search, which users can redeem for gift cards, sweepstakes entries, or charitable donations.

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  1. Vikki-T 13,945 Reputation points Microsoft External Staff Moderator
    2026-11-11T07:37:20.91+00:00

    Hello ilias hh,

    I understand how concerning this is, especially when the purchase failed but the €30 has not yet returned anywhere.

    The key point is that your Rewards points had already been converted into Microsoft account credit before the attempted purchase. Therefore, you should not necessarily expect the amount to reappear as Rewards points. It would normally return to the Microsoft account balance used for the Xbox purchase.

    You can check the original redemption status in your Microsoft Rewards order history. If it still shows as completed, but the balance does not return after several business days, please contact Xbox Support, as the missing amount is then associated with the failed purchase and account balance.

    Use the Microsoft Rewards Support form only if the original redemption is missing, cancelled, or incorrectly shown in the Rewards order history.

    When contacting support, include the date and amount of the attempted purchase and screenshots of the relevant entries, but avoid posting order numbers or other account details publicly on the forum.

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. My role is limited to providing technical guidance on reported issues, requests, or ideas.

    I know this isn't the news you were hoping for, but I wanted to make sure you got the most accurate information about your situation. Thank you so much for your understanding.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-11-11T00:12:13.42+00:00

    Because the refund was recorded today, allow 3–5 business days for the €30 to return to the original payment option—your Microsoft account balance—before escalating it as a missing account-credit refund.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Games on a PC")

    Microsoft/Xbox gift cards redeemed through Rewards are deposited into the Microsoft account as promotional balance.^2^ Therefore, this failed game purchase would not ordinarily return the original Rewards points: the expected destination is the Microsoft account balance. Microsoft’s gift-card terms state that when a return is accepted, the amount paid from account balance is credited back to that account.^3^

    What to do now

    1. Check Xbox order history rather than only payment history.
      • Open the Xbox order history while signed in to the account used on the console.
      • Locate the attempted game order and the €30 adjustment.
      • Record whether each entry says Failed, Cancelled, or Refunded.
      Microsoft identifies Xbox order history as the status location for game and app refunds and advises waiting a few days after a refund is issued.^4^
    2. Wait through November 18, 2026, which allows five business days from Wednesday, November 11, excluding the weekend. Do not attempt another purchase using that expected €30 until the balance actually appears.
    3. Preserve the evidence now:
      • Screenshot the failed game order and “Miscellaneous Credit – €30.00 refunded” entry.
      • Screenshot the zero Microsoft account balance.
      • Note the game title, attempted purchase time, order numbers, and the account’s country/region.
      • Keep any order or cancellation emails.

    If the balance is still €0 after five business days

    Contact Microsoft Store/Xbox billing support, because this is then a missing refund of Microsoft account credit rather than a normal request to refund a delivered game. The gift-card terms direct disputes involving account balance and products bought with that balance to Microsoft Customer Support.^3^

    Use the Xbox contact page, sign in, choose the purchasing/billing category, and select Start chat where available. Account-specific billing cases cannot be resolved through this public Q&A forum.^5^

    Give support this concise description:

    On November 11, 2026, a split-payment Xbox game order failed. The secondary payment method was not charged and the game was not delivered. Order history shows “Miscellaneous Credit – €30.00 refunded,” but the €30 Rewards-funded promotional account balance remains €0 after five business days. Please trace the account-balance debit and refund adjustment and restore the €30 promotional balance.

    Do not file a bank chargeback: the other payment method was never charged, so the missing amount is held within the Microsoft account-credit transaction.

    When Rewards Support is the correct team

    Check Microsoft Rewards → Redeem → Order history and inspect the status of the original €30 gift-card redemption. Microsoft documents this as the location for Rewards redemption status.^6^

    • Completed: pursue Xbox/Microsoft billing support for restoration of the €30 account balance.
    • Cancelled: submit the Microsoft Rewards Support form and request review of the missing points.
    • Missing or inconsistent: send Rewards Support the redemption date, points deducted, and screenshots.

    Rewards redemptions are generally final and are not normally converted back into points. Microsoft documents point refunds only in limited circumstances, such as an unavailable reward, so a failed subsequent game purchase does not by itself establish entitlement to point restoration.^7^

    References

    1. [Games on a PC](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    2. Learn about Microsoft Rewards | Microsoft Support
    3. Microsoft gift cards terms and conditions | Microsoft Support
    4. Check the status of your Microsoft Store return or refund
    5. How am I supposed to contact Xbox Support? Nothing Works! - Microsoft Q&A
    6. Track my Microsoft Rewards orders
    7. Microsoft Rewards refund and exchange policy | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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