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Message 1 of 5

Xbox Ultimate Game Pass Issues

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I am currently experiencing some very strange issues relating to the Xbox Games Pass add-on. Full chronology below:

 

- 08/10: Received an email from BT - "Your subscription is ready... thanks or activating your Xbox Game Pass Ultimate Subscription..."

HOWEVER - I did not do anything of the sort. This email came completely out of the blue, and in no relation to anything that I have activated/triggered myself in my account. I DO already have Gamepass - but specifically a PC Gamepass, and it is billed entirely separately from BT through a credit card (direct with Microsoft), on a different billing cycle.

As a result - I logged into my BT account and could see that an Xbox Game pass subscription had indeed been activated - but when logging in, I was met with a lot of account security reset options, suggesting my account had been compromised... So now I'm thinking someone somewhere had managed to access and set up an Xbox pass, linked to another account somewhere? Is this a known scam?

I immediately cancelled the BT Xbox subscription - but can see that my Microsoft account is still running as normal (being billed separately through my CC) - so there was never any inter-link between the two accounts.

Fast forward a few weeks...

I have since upgraded my BT broadband subscription, and as part of the deal am eligible for 12 months free Xbox Game Pass (great, I can cancel my existing subs direct with Microsoft....).

However - I do not appear to be able to activate this through BT/link it to my genuine Microsoft account, due to the existing "dormant" Xbox pass that was activated previously (not by me). All I appear to be able to do is 'reactivate' this old Game Pass...

I really don't know where to start with this!

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Message 2 of 5

Re: Xbox Ultimate Game Pass Issues

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Hi @trombonechamp, welcome to the forum and thanks for your post.

It is confusing what is happening with your account. 
Firstly have I trust you've changed your password and set up 2SA Two-step authentication | BT Help to help protect your account in the future?
As the pass was a monthly pass set up on the 08/10/23 and you've opted out the renewal option will show until the month is up. On or after the 9th of November you should be able to add your 12 month free pass ok.

Cheers

John  

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Message 3 of 5

Re: Xbox Ultimate Game Pass Issues

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Thanks for the reply!

Yep, passwords reset + 2FA now in place. It's frustrating however, as I'm going to be charged for 1 month of use which I never opted into myself. I guess I can take that up with the billing team if I call up?

At the point of renewal (9th November) - do you know if I will be given the option to 'reset' the account that the pass is linked to/will that be part of the setup process? Seemingly it is currently linked to somebody else's Microsoft account (it is certainly not mine...), but I have no visibility of this, nor any means to change it at present.

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Message 4 of 5

Re: Xbox Ultimate Game Pass Issues

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Hi @trombonechamp, the billing team will be able to sort the refund when you call.

If you've any problem with the 12 month pass when you try to activate it next month post back here and we'll be happy to help you.

Cheers

John

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Message 5 of 5

Re: Xbox Ultimate Game Pass Issues

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Great, thank you John - much appreciated!

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