Gifting issues

Check the following steps to resolve a missing gift code or email for a gifted game:

1. Confirm which Microsoft account is being checked
   • Make sure the same Microsoft account that normally receives gifts or purchases is being checked.
   • If there are multiple accounts (for example, one used on Xbox and another on Windows), sign out and sign back in with each to see if the gift is tied to a different account.
2. Check all mail folders and aliases
   • Look in Junk/Spam, Promotions, and other filtered folders for an email from Microsoft or Xbox about a gift.
   • If the account has multiple aliases, verify the primary alias and check that mailbox as well.
3. Check order history and redeemed items
   • Ask the friend who sent the gift to check their order history in their Microsoft account to confirm the gift purchase completed successfully and was sent to the correct email address or gamertag.
   • On the receiving account, check order history and game library to see if the game might already be redeemed and simply not showing a separate code email.
4. Wait and avoid repeated verification/code requests
   • If the process involves verification codes (for example, when signing in or redeeming), avoid making excessive or repetitive requests for codes. Too many attempts can cause Microsoft to temporarily block sending verification codes, which can delay related emails or actions.
5. If still not received, contact Support
   • If the gift email or code still does not appear and the game is not in the library, contact Microsoft Support and describe the issue, including the approximate purchase date and the sender’s account details. Support can review the transaction and advise on next steps.

Note: Support agents cannot send password reset links, verification codes, or directly change account details, but they can help investigate purchase and redemption issues.

References:

• Redeem a gift card or code to your Microsoft account
• Troubleshoot Microsoft verification code issues