Gift Code reedem issue, cannot request a refund or request help

“Region” in this context means the country/region set on the Microsoft account and the store/currency the code was issued for, not the Wi‑Fi network, family subscription, or Windows locale.

From the terms for Microsoft gift cards and account balance:

• Denominations in a certain currency can only be added to a Microsoft account registered in the jurisdiction that recognizes that currency as an official currency, and then only used in Participating Stores in that same jurisdiction.
• The Microsoft account balance cannot be converted to another currency and is non‑transferable to another Microsoft account.
• Gift cards and codes generally cannot be redeemed for cash or refunded once redeemed; non‑redeemed cards may be refundable only where required by law or under specific cooling‑off rules.

Applied to this scenario:

1. The Minecraft gift code is tied to a specific country/region and store (for example, a code issued for one country’s Microsoft Store cannot be redeemed on an account whose billing/country region is set to a different country).
2. Even if both devices are on the same network or in the same Microsoft 365 family, if the Microsoft account’s country/region or store currency does not match the region the code was issued for, redemption will fail with a region error.
3. The Microsoft account balance and codes are non‑transferable between accounts and cannot be converted to another region’s currency.

For refunds and help:

• Gift cards and codes are generally not refundable once redeemed. For non‑redeemed cards, refunds are only available where required by law or under specific conditions (for example, some EU countries allow a 14‑day cooling‑off period for non‑redeemed gift cards purchased directly from Microsoft).
• If the code was purchased from a third‑party retailer (not directly from Microsoft), that retailer’s return and refund policy applies, and Microsoft support cannot process a refund for that purchase.
• If the purchase appears in the Microsoft account purchase history but does not appear in the automated refund flow, the next step is to contact Microsoft Support directly using the general support/contact paths provided in the context and ask them to review the transaction and region mismatch. If the purchase was from a third party, contact that retailer with proof of purchase.

Key checks before contacting support or the retailer:

1. Confirm the Microsoft account’s country/region and store currency match the country/region for which the Minecraft code was issued.
2. Confirm the code has not already been redeemed to any Microsoft account.
3. If within any applicable cooling‑off period and the card is not redeemed, request a refund from the original seller (Microsoft or retailer) under their refund policy.

References:

• Microsoft gift cards terms and conditions
• Redeem a gift card or code to your Microsoft account
• Use a screen reader to manage your account billing and subscriptions