Game pass stopped working

[Deucalion]

Got 12 months of game pass when i signed up for full fibre 900, it’s showing on my account as active and valid until March 2024 but for some reason it isn’t working as from yesterday (1st December). Phoned BT and they said it’s all working as it should on their end and to contact Microsoft, they said BT use 1 month passes each time and looks like a code wasn’t valid and has since cancelled game pass. Can anyone on here advise me how to get it back or if it’s worth buying my own now?

[PaddyB]

Hi @Deucalion,

Thank you for posting and welcome to the Community. What Microsoft has said is correct the game pass is renewed each month automatically for the 12 months. The only thing that would affect the automatic renewal is if the service is cancelled or there is an outstanding balance on the account.

When you log into your Microsoft account does the Game Pass show as being managed by BT? Have you placed an order to cancel your account with BT?

Thanks,

Paddy

[Deucalion]

There was a bill owed to BT which has now been paid, will the game pass automatically come back on now or will I have to contact BT as they keep telling me to contact Microsoft and Microsoft say contact BT. 

[PaddyB]

Hi @Deucalion,

Thank you for posting back. If the outstanding balance has been cleared then it should be working but this could take a few days. If you send me your details, I can get my colleague in the Xbox Team to investigate. 

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[Deucalion]

Replied to private message, thanks for the help. My son is currently itching to get back on to online gaming 😂

[DavidM]

Thanks for that @Deucalion 

We're really busy at present so it's taking a little longer than usual to reply but we have the details and will get to you in turn.

Cheers

David

[StuartH · Accepted solution]

Hi @Deucalion 

Thanks for sending us your details.

Glad your Game Pass issues are now all resolved.

Cheers

Stuart