This topic

Xbox game pass manage

pibworth — Thu, 27 Jun 2024 00:39:38 GMT

Hi Team,

I have searched and seems this is a very common problem!!

When I renewed my broadband in January 2023 , I took the offer of 6 months Xbox game pass, with an email saying it would last until July 2023. So in theory it should have reverted back to my Microsoft account by now!

But on my Microsoft account/subscription page for game pass it says it is ‘managed by EE/BT’ still?? and directs me to the BT website to manage it - However I see nothing on my BT products page for Game pass or how to manage it.

Can someone advise please how I can regain control of my game pass account so I can manage it?

(I have read the other posters here having a proper nightmare sorting this - so if someone here can help that would be great)

Many thanks

Gary

Re: Xbox game pass manage

pibworth — Thu, 27 Jun 2024 00:46:47 GMT

Looks like my issue is the same as what moderator PaddyB helped with on a recent post from someone else with same issue as me.

@PaddyB if your about can you message me also please 😉

Re: Xbox game pass manage

RobbieMac — Thu, 27 Jun 2024 08:30:42 GMT

Hi @pibworth

Thank you for your posts and welcome back!

Sorry for the problems you're having with your Xbox game pass subscription. We can help unlink control of the game pass from our side which will pass ownership back over to Microsoft.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Xbox game pass manage

pibworth — Thu, 27 Jun 2024 14:27:37 GMT

Brilliant thanks Robbie, have replied to yours and Johns private messages, thanks so much again for looking into this for me.

I will post an update on here once it is sorted should it help anyone.

Re: Xbox game pass manage

pibworth — Mon, 15 Jul 2024 08:01:14 GMT

Hi @RobbieMac ,

Just an update, thanks to your help the BT/EE support team have confirmed Microsoft have now fixed my account - once I added a further voucher (1 month) to my account control then successfully reverted back to my Microsoft account, i.e. below message.

"Our colleagues at Microsoft have advised that a fix has now been applied to the relevant Microsoft account. This should now enable you to try and redeem an Xbox Game Pass Ultimate code, which will complete the switch back to Microsoft. Until you redeem a code, you may find the account will still show Managed by BT/EE."

So all sorted now, thanks again for looking into this for me.

All the best,

Gary

Re: Xbox game pass manage

Goooner1 — Thu, 05 Sep 2024 10:01:59 GMT

My GP expires in a couple of days can you point me in the right direction to get it unlinked please?

Thanjs

Re: Xbox game pass manage

Peter_W — Thu, 05 Sep 2024 12:39:59 GMT

Hey there @Goooner1

Welcome to the BT Community!

Have you had a chance to log into your BT account and make sure that auto-renewal is turned off for this?

Also if you look in the profile section of the Game Pass app, doe it mention an expiry date?

Peter

Re: Xbox game pass manage

drmoore — Sat, 07 Sep 2024 10:11:10 GMT

Same issue my 12 month free Xbox game pass has expired. No option on BT website to renew and unable to subscribe directly with Microsoft as account managed by BT/EE

Spent an hour on phone only to be told to email digitalrewardteams@bt.com which appears not to exist as I got bounce back

Anyone know a way to resolve this

Re: Xbox game pass manage

Goooner1 — Sun, 08 Sep 2024 08:59:40 GMT

I’ve logged into my BT account but can find no mention of Gamepass anywhere.

Re: Xbox game pass manage

Lesley_W — Sun, 08 Sep 2024 11:36:17 GMT

Hi @drmoore
Our team over the phone should be able to resolve this for you without the need for you to email. I'd recommend giving them another call so they can get to the bottom of this.
Thanks
Lesley

Re: Xbox game pass manage

VanHammett — Fri, 20 Sep 2024 15:47:02 GMT

Hi there,

Having a similar problem getting Xbox Game Pass activated, offered as part of the Fibre900 package. When I go through the steps to Add Game Pass on the BT website, it tells me the service is down for maintenance (for a couple of weeks now), and the number to call and activate the service is useless, sending me in a loop.

Re: Xbox game pass manage

Leanne_T — Sat, 21 Sep 2024 07:38:37 GMT

Hi there @VanHammett

Welcome to the community.

I’m sorry you’ve been unable to activate the Xbox Game Pass on your account.

We don’t have account access on the community to activate this for you, please try calling the number provided again and the team will be happy to help 🙂

Leanne.

Re: Xbox game pass manage

Baz76 — Fri, 20 Sep 2024 20:01:56 GMT

I’m having the same issue, was told by BT that as the add now button obviously doesn't work they would get Microsoft to email me a code to get my 6 months xbox ultimate and that it would take up to 5 days, 5 days gone and no code ☹️ The whole reason I upgraded to full fibre 500 was to play xbox cloud gaming and with free 6 months gamepass it looked like a no brainer, now I’m not so sure

Re: Xbox game pass manage

Christopher_G — Sat, 21 Sep 2024 07:22:54 GMT

Hi @Baz76

Welcome to the community.

If you've checked your spam/junk folder and still don't see the email, I recommend getting back in touch with our customer care team so they can chase this up for you.

Hopefully you have access soon.

Chris

Re: Xbox game pass manage

Baz76 — Sun, 22 Sep 2024 11:39:21 GMT

Contacted customer services yesterday, they promised a code would be emailed to me by this morning, and surprise surprise nothing has has turned up

Re: Xbox game pass manage

Katie_B — Mon, 23 Sep 2024 15:14:37 GMT

Hi @Baz76.

Since your last post have you received your code?

Katie

Re: Xbox game pass manage

Baz76 — Mon, 23 Sep 2024 15:18:53 GMT

No, Spoke to customer services today and was told it would be another 7 days. Its ridiculous 😩

Re: Xbox game pass manage

Katie_B — Mon, 23 Sep 2024 15:27:44 GMT

Sorry to hear this @Baz76.

I understand how frustrating this must be.

Did they provide you with any update?

Katie

Re: Xbox game pass manage

Baz76 — Mon, 23 Sep 2024 15:29:54 GMT

How do I go about raising a complaint? Every time I have spoken to someone I have been fobbed off with empty promises, absolutely awful customer support

Re: Xbox game pass manage

Baz76 — Mon, 23 Sep 2024 15:31:05 GMT

No, no update. Just told to wait another 7 days