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Xbox Game Pass

adriaen — Fri, 14 Nov 2025 19:43:13 GMT

How can I reset the Xbox account associated with the Xbox game pass to a new one? It should be straightforward, however, reading the posts on this forum and the EE forum AND the horrendous experience I had actually setting it up, I understand I'm not the only one with Game Pass issues.

Re: Xbox Game Pass

Kimberlin — Fri, 14 Nov 2025 21:17:01 GMT

@adriaen

Well you’ve already done your research by reading the threads on both this forum and the EE forum and you haven’t found the answer so it’ll be interesting to read if anyone can suddenly provide one. We wait with bated breath…….

Re: Xbox Game Pass

Alex_H — Sat, 15 Nov 2025 09:45:55 GMT

Hi @adriaen,

Welcome to the BT Community

The Xbox Game pass through BT subscription is non-transferrable, once you have activated it on the Microsoft account you choose, you can't change the offer to another account.

If you are part way through one of the free 12 month offers it wont be possible to move this to another Microsoft account. If you are paying for the Xbox Game Pass as a rolling 30 day add-on, you can cancel this add-on and when the subscription stops you can re-add and go through the activation process on the Microsoft account you want to use.

Alex

Re: Xbox Game Pass

adriaen — Sat, 15 Nov 2025 15:46:14 GMT

Hi,

Thanks for the reply.

So my Xbox game pass add-on isn't showing on my account; the explanation over the phone was it either wasn't transferred over properly when I moved home, or that it wasn't available on the broadband package I took at the new house (which is odd as my contract length didn't change).

Either way, my 12-months free is supposed to be up on the 15th of December at which point it should go to monthly-rolling, but it isn't on my account and I was told there is no way to add this on.

I've not had a great experience at all since joining BT - more a build-up of small things that are just poor customer service and lengthy handling of issues that should have been addressed sooner.

It's not looking good for my Xbox game pass through BT; is it true that I can't add this as an extra if it's not on my account already as it is a deprecated service/offer?

Thanks.

Re: Xbox Game Pass

Alex_H — Sun, 16 Nov 2025 10:07:20 GMT

@adriaen We don't have access to accounts via this forum so I am unable to help regarding the specifics of your account unfortunately. The 6 months/12 months free offers were removed as of January 2025 so are not something we do offer now.

However the 30 day rolling chargeable add-on is still available, unless you had turned off auto-renew at any point which as you mention not being able to manage it online I would assume not, it should roll over to the chargeable add-on once your free period expires.

Alex

Re: Xbox Game Pass

danny_gartside — Tue, 16 Dec 2025 07:10:40 GMT

I’m having the same issue. I’ve had it linked to my Xbox account for ages and not changed Xbox account name etc but it seems that it’s not working. Where am I meant to find the page with the settings on?

Re: Xbox Game Pass

Katie_B — Tue, 16 Dec 2025 08:56:56 GMT

Hello @danny_gartside.

Thanks for coming here.

Do you pay monthly for the add-on?

Has this ever worked for you?

Katie

Re: Xbox Game Pass

danny_gartside — Tue, 16 Dec 2025 09:36:51 GMT

Hi katie,

yes i pay monthly for it and it has always worked but i got a notification saying it had expired on my xbox...I can see on my BT account that it hasn't so i want to check that it's linked properly...so thats my starting point really...

Re: Xbox Game Pass

Katie_B — Tue, 16 Dec 2025 09:39:41 GMT

Hi @danny_gartside.

I would recommend giving us a call.

Our customer care team may need to remove the add-on and reapply it.

Please keep us updated on the community.

Katie 🙂

Re: Xbox Game Pass

danny_gartside — Tue, 16 Dec 2025 09:49:07 GMT

ooh right i shall do that....thanks for your help @Katie_B

Re: Xbox Game Pass

Katie_B — Tue, 16 Dec 2025 09:55:35 GMT

No worries @danny_gartside.

Please keep me posted.

Katie 🙂

Re: Xbox Game Pass

danny_gartside — Tue, 16 Dec 2025 10:42:45 GMT

hi @Katie_B

so...update...they've told me ai need to contact XBOX as its active at the BT end (I can see it is) but XBOX need to do the linking part...it makes me wondered if this will be an issue are my xbox account and BT account are under different email addresses

we shall see