Xbox Game Pass

[adriaen]

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.

[Kimberlin]

@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…….

[Alex_H · Accepted solution]

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

[adriaen]

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.

[Alex_H]

@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

[danny_gartside]

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?

[Katie_B]

Hello @danny_gartside. 

Thanks for coming here. 

Do you pay monthly for the add-on?

Has this ever worked for you?

Katie

[danny_gartside]

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...

[Katie_B]

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 🙂

[danny_gartside]

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