This topic

I can't cancel Xbox game pass ultimate

mrmonkmonk27 — Sat, 24 Aug 2024 22:40:22 GMT

Hello, wondering if anyone can help, just over 12 months ago I renewed my bt contact and got the 12 months of Xbox game pass ultimate offer. It was an absolute farce to activate and it doesn't appear on my account at all- they basically gave me a code to activate on Xbox and then you basically get billed by Microsoft to your bt account and they refund you or something? Anyways I don't have Xbox myself so gifted the code I was provided to my friend. The 12 months ended and it said I had to turn it off to stop it renewing and charging me. I can't find any option to turn it off anywhere as it does not appear on my account. I've been charged this month. Been on the phone today to bt and they refunded it, they say they can't even see the game pass on my account and basically have no idea how to stop it renewing each month! My friend who has this game pass, when he clicks on his account and tries to turn it off if just takes him to the bt login page! There's no way to turn it off it seems so I have no idea how to stop getting charged each month! Can anyone help? Bt chat person claims they've turned it off but my friend says it's still enabled on his Xbox and still can't disable it

Re: I can't cancel Xbox game pass ultimate

Manatarms84 — Sun, 25 Aug 2024 07:06:32 GMT

If you have had it cancelled it will run till the end of it's billing period so likely will be cancelled.

For your online issues I would clear your browsing history cache and cookies and have another go, failing that try a different browser or device. I would suggest using Google Chrome or Microsoft edge or something like duck duck go

Re: I can't cancel Xbox game pass ultimate

mrmonkmonk27 — Sun, 25 Aug 2024 07:58:26 GMT

I've tried different browsers etc, it doesn't show on your products. BT said they couldn't see it either, I've never been able to see it on my account since it was activated a year ago

Re: I can't cancel Xbox game pass ultimate

Beerdyman — Fri, 13 Sep 2024 18:02:53 GMT

I have the same issue. Got Xbox game pass, never showed on account. It cancelled after one month so they sent me a code for 12 months. Never shown on account. Contacted BT who said it will cancel, got an email saying it's going to be renewed for £10 on a rolling contract, now just been billed £12. How do we cancel?!

Re: I can't cancel Xbox game pass ultimate

Katie_B — Sat, 14 Sep 2024 07:32:25 GMT

Hi @Beerdyman.

I am sorry to hear you have been billed again for the Xbox Game Pass.

Please get back in touch with our billing team so this can be looked into further.

Katie

Re: I can't cancel Xbox game pass ultimate

Beerdyman — Sun, 13 Oct 2024 11:06:39 GMT

Hi Katie,

I contacted the team who again advised it has been cancelled, and kindly refunded the £12 for September. Just received my October bill and surprise, another £12 charge for Xbox.

I've contacted, again, and been advised this will be cancelled. Let's see what November brings.

Re: I can't cancel Xbox game pass ultimate

Michael_D — Mon, 14 Oct 2024 07:25:53 GMT

Thanks for the update @Beerdyman.

Please keep us posted with how it goes on the November bill. I hope they have sorted it this time for you.

Michael

Re: I can't cancel Xbox game pass ultimate

CPH — Thu, 07 Nov 2024 21:33:50 GMT

I am in exactly the same boat. Hopefully BT will find a solution for us soon.

Re: I can't cancel Xbox game pass ultimate

Leanne_T — Fri, 08 Nov 2024 09:45:06 GMT

Morning @CPH

Thanks for coming to the community.

Have you been in touch with our BT guides to get this looked into?

Leanne 🙂

Re: I can't cancel Xbox game pass ultimate

CPH — Fri, 08 Nov 2024 10:09:01 GMT

Yes, I made contact to cancel and every month subsequently when I continued to be charged. It may be as many 4 times I have spoken to someone about this. It looks like game pass is going to be on my next bill so I will need to make contact again.

Re: I can't cancel Xbox game pass ultimate

Leanne_T — Fri, 08 Nov 2024 10:46:42 GMT

I am sorry this has not been removed for you @CPH

If you could get in touch again and let the team know the Game Pass is still being billed and see if they can get this investigated further for you.

Thanks 🙂

Leanne.

Re: I can't cancel Xbox game pass ultimate

edbostan — Fri, 08 Nov 2024 12:41:57 GMT

It seems a problem with third party providers. I had problems cancelling Britbox where it took four phone calls even though I cancelled it via MyBT.