topic Re: Xbox game pass still subscribed after account cancellation in Offers & Add-ons

Xbox game pass still subscribed after account cancellation

richaswr — Sat, 07 Dec 2024 18:48:59 GMT

Hi,

I left EE some time ago (well over a year) and today I discover on my Xbox that game pass is still present.

I'm unable to cancel this via Microsoft and my EE account has no active service and shows errors in places.

How can I get this cancelled fully? I have not used my Xbox since the EE cancellation

Re: Xbox game pass still subscribed after account cancellation

Peter_W — Sun, 08 Dec 2024 09:42:07 GMT

Good morning @richaswr, thanks for stopping by the Community.

Just to be sure with this one, is Game Pass still active at your end and you want to cancel this, or are you wanting to set this back up and it's preventing you from doing so?

If it's the former, have you seen any charges received at your end?

Peter

Re: Xbox game pass still subscribed after account cancellation

richaswr — Sun, 08 Dec 2024 09:55:07 GMT

Hi Peter,

Game pass is still active at my end and I want to cancel this.

I haven't seen any charges at my end. To provide more info, I had an Xbox Series X add-on with Game pass included and when my contract with EE ended I paid the remaining balance in one lump sum.

I haven't used my Xbox in over a year so haven't noticed this until now.

Re: Xbox game pass still subscribed after account cancellation

Peter_W — Sun, 08 Dec 2024 10:10:28 GMT

Thanks @richaswr.

If your account is fully cancelled with us, then this absolutely should have stopped working.

It's a good sign if you've not seen any charges, either from us or from Microsoft, though.

We don't have access to accounts via these forums, but if you give our team a shout they'll be able to double check at our end that your account is fully closed, as the last thing we'd want is you worrying that this is still acive.

You can find all the details you need to contact them here, including the number to call from a different network too.

Peter

Re: Xbox game pass still subscribed after account cancellation

richaswr — Sun, 08 Dec 2024 10:12:14 GMT

Thanks Peter! I'll get onto them about it soon.

Re: Xbox game pass still subscribed after account cancellation

Peter_W — Sun, 08 Dec 2024 10:18:19 GMT

Cheers @richaswr 😊

Enjoy the rest of your weekend too!

Peter

Re: Xbox game pass still subscribed after account cancellation

smoker1 — Mon, 09 Dec 2024 03:30:08 GMT

Same issue with my Netflix and Xbox account. Done with ee but can’t change my billing for the accounts. If ee can’t figure this out I’m not paying anything extra for it. Fix it please

Re: Xbox game pass still subscribed after account cancellation

Katie_B — Mon, 09 Dec 2024 09:59:41 GMT

Hello @smoker1.

Thanks for coming here.

When did you cancel your EE account?

Speak soon,

Katie

Re: Xbox game pass still subscribed after account cancellation

richaswr — Wed, 11 Dec 2024 09:56:41 GMT

Hi@Peter_W I did contact the numbers you shared with me, however, they were not able to do anything about the problem.

Apparently there is literally nothing available to them with regards to my account, though they gave me the following email address and suggested I ask them about the problem bhneegaming@waivpay.com

I have yet to receive a response however.

Microsoft are also proving to be tricky to create a support ticket for.

Do you have any other suggestions at this point?

Thanks

Steve

Re: Xbox game pass still subscribed after account cancellation

Peter_W — Wed, 11 Dec 2024 11:33:16 GMT

Thanks for getting back in touch, @richaswr.

I've just popped you over a private message so we can grab a few more details about this 😊

Peter

Re: Xbox game pass still subscribed after account cancellation

JonnyTurbo — Sat, 04 Jan 2025 12:56:41 GMT

I have this same issue - cancelled my EE account but my XBOX account says game pass is still managed by EE. I’ve spoken to Microsoft about it and they said I can only do it through EE. EE can’t help as I have no account with them anymore. So I’m caught in a frustrating loop.
Obviously I’m getting free game pass, but the concern is that someone will hit me with a bill at some point. Just want to cancel the pass through EE, if someone could help me I’d be really grateful 😊

Re: Xbox game pass still subscribed after account cancellation

Peter_W — Sun, 05 Jan 2025 08:33:00 GMT

Hey there @JonnyTurbo, welcome to the EE Community!
Thanks for taking the time to flag this as well

When was it that you left EE, and do you have any other products remaining with us?
Peter

Re: Xbox game pass still subscribed after account cancellation

JonnyTurbo — Sun, 05 Jan 2025 12:08:30 GMT

Thank you.
I left in October 2024. I don’t have any other EE products, but I’m on BT broadband if that’s connected somehow?

Thanks for any help you can provide.
Jon

Re: Xbox game pass still subscribed after account cancellation

Peter_W — Sun, 05 Jan 2025 12:40:49 GMT

Cheers @JonnyTurbo 😊

I've just sent you over a private message so we can take a closer look into this.

Peter

Re: Xbox game pass still subscribed after account cancellation

richaswr — Sun, 05 Jan 2025 12:56:46 GMT

My issue was sent to support to deal with, though I've yet to see any changes and still have Game Pass Ultimate.

Re: Xbox game pass still subscribed after account cancellation

quadmonkey — Tue, 07 Jan 2025 14:53:53 GMT

I fear I'm going to have this exact issue. I've just left EE recently and I had the XBox Game Pass Ulimtate subscription and the Office 365 Subscription. Microsoft's site still shows it has managed by EE and if you click on it on the Microsoft account page it takes you to EE's site but there is nothing for me to change/amend/cancel.

I'd like control of my subscriptions back please and not with EE.

Re: Xbox game pass still subscribed after account cancellation

Leanne_T — Tue, 07 Jan 2025 16:38:48 GMT

Hi @quadmonkey

Thanks for coming to the community.

If you give us a call, the team can get the subscription looked into for you and get this cancelled from our end.

Please see our Contact Us page for ways to get in touch.

Leanne.

Re: Xbox game pass still subscribed after account cancellation

richaswr — Tue, 07 Jan 2025 20:23:07 GMT

Hopefully to save @quadmonkey a bit of time but I tried this and the guys on the call centre couldn't do anything about this as there's literally no account for them to observe and make changes to.

Re: Xbox game pass still subscribed after account cancellation

Profile closed — Sun, 13 Apr 2025 22:36:38 GMT

Cancelled my account in February this year and I've just seen that my ultimate pass is still live. Called EE they can't help, Called XBOX, they can't help. Checked the forum and seen this is a relatively common issue. Is there any way to get help from the forum?

Re: Xbox game pass still subscribed after account cancellation

Lesley_W — Mon, 14 Apr 2025 11:51:09 GMT

Hi @Profile closed

Thanks for coming to our community.

Sometimes they can take a bit longer than usual to cancel on our side but rest assured you wouldn't be charged for any extra time you have benefitted from.

Lesley