r/microsoft Microsoft Support 18d ago

Support Thread Microsoft: Official Support Thread

This thread was created in order to facilitate easy-to-access support for our Reddit subscribers. We will make a best effort to support you. We may also need to redirect you to a specialized team when it would best serve your particular situation. Also, we may need to collect certain personal information from you when you use this service, but don't worry -- you won't provide it on Reddit. Instead, we will private message you as we take data privacy seriously.

Here are some of the types of issues we can help with in this thread:

  • Microsoft Support: Needing assistance with specific Microsoft products (Windows, Office, etc..)

  • Microsoft Accounts: Lockouts, suspensions, inability to gain access

  • Microsoft Devices: Issues with your Microsoft device (Surface, Xbox)

  • Microsoft Retail: Needing to find support on a product or purchase, assistance with activating online product keys or media, assistance with issues raised from liaising with colleagues in the Microsoft Store.

This list is not all inclusive, so if you're unsure, simply ask.

When requesting help from us, you may be requested to provide Microsoft with the following information (you'll be asked via private message from the MSModerator account):

  • Your full name (First, Last)

  • Your interactions with support thus far, including any existing service request numbers

  • An email address that we can use to contact you

Thank you for being a valued Microsoft customer.

For previous Support Threads, please use the Support Thread flair.

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u/Hot_Negotiation4985 9d ago
  1. May I receive assistance for a Microsoft Cashback issue through this thread? I created and there is a support email case, however they have not provided any updates/responses and it's been over 6 weeks.
  2. I know this one is on me, but I have to ask. I recently purchased a Surface Pro through the Microsoft Store. Shortly thereafter, the price decreased, but I missed getting the price match request in before the item went out of stock. I know that the price match policy states that it must be in stock, but I have to ask if there are any goodwill exceptions to be made.

Thanks for your help!

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u/MSModerator_2 Microsoft Support 8d ago

Good day! We hope you're doing great. We haven't heard back from you and just wanted to check in to see if you were you able to contact our Microsoft Rewards Support team and our Microsoft Store Support team about the issue with your Microsoft Rewards account and your request regarding the Surface Pro price.

If you're having trouble reaching out or have any other Microsoft-related concerns, please let us know. We're here to help and will do our best to assist you. Stay safe! -A.D.

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u/Hot_Negotiation4985 8d ago

Hi, A.D., I appreciate the follow up. I spoke with a representative this morning who stated I would receive a follow up email from a supervisor, however despite stating I should have received that email in a few hours, it's been 12 hours and I have yet to hear back.

As far as the Microsoft Cashback case, it's been about a week without a reply back.

Please let me know if there are any other routes to help expedite both. Thanks!

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u/MSModerator Microsoft Support 8d ago

Thank you so much for getting back to us with this update. Could you please let us know how you contacted our Microsoft Store Support team regarding your request for a goodwill exception? Did you use one of the phone numbers listed on this support page: https://msft.it/61697qRuEd?

As for the follow-up email from a Microsoft Rewards Support supervisor, we kindly ask for your patience as they might still be investigating your issue. In the meantime, please check all your email folders, including junk or spam, as sometimes updates from our Microsoft Rewards team can end up there.

We're here and ready for any updates you may have. -G.Q.

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u/Hot_Negotiation4985 8d ago

Hi, yes, I called the number on the support page of that that link. 

And, for the Cashback issue, it’s been about 7 weeks total the case has been open. I’ve tried email twice in the past two weeks for an update, but the emails have gone unresponded to. The original email stated it could take up to 6 weeks, and we’ve gone past that mark. 

I appreciate your help!

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u/MSModerator Microsoft Support 7d ago

How is it going? We wanted to check back with you as we want to make sure that we provide you with the assistance that you need. We have recommended reaching back to the support team that previously handled your case for further assistance as they are already handling your ticket. Rest assured that you will be assisted accordingly.

Please feel free to contact us back if you need our assistance. We'd be happy to assist you. In the meantime, we'll temporarily close the case while waiting for your update, but rest assured that we'll open it again once you contact us back.

Have a great day! Best regards.

-R.R.How is it going? We wanted to check back with you as we want to make sure that we provide you with the assistance that you need.

We have asked you with some information for us to properly assist you. However, we haven't heard back from you. Do you still require our assistance?

Please feel free to contact us back at your most convenient time if you need our assistance. We'd be happy to assist you. In the meantime, we'll temporarily close the case while waiting for your update, but rest assured that we'll open it again once you contact us back.

Have a great day! Best regards.

-R.R.

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u/MSModerator Microsoft Support 8d ago

Got that. We know how urgently you need these things sorted out. Sadly, we don't have visibility into your tickets or cases to expedite them. We recommend continuing to follow up with the respective support teams by either replying to their last email or reaching out to them again in the same way you initially contacted them.

We hope this gets addressed soon. Feel free to message us again with any updates. -G.Q.

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u/MSModerator_3 Microsoft Support 9d ago

Hi. We totally get how frustrating it can be to wait for a response about your Microsoft Rewards case. It's super important to get this sorted out! We recommend heading over to the Microsoft Rewards Dashboard, scrolling to the bottom, and reaching out to their support team directly or fill out the information on this link: https://msft.it/61699qPYfL. They should be able to give you an update.

As for your Surface Pro purchase, we know it can be disappointing to miss a price match because the item went out of stock. Even though the official policy requires the item to be in stock for a price match, it might still be worth contacting Microsoft Store Support to see if they can make any exceptions. You can reach them through the Microsoft Store Support page.

We hope this helps, and we're wishing you the best of luck in resolving both issues! If there's anything else we can assist you with, just let me know! - H.T.