Cancel Xbox Game Pass Ultimate

[Neobaze]

I got the 3 month subscription for Game Pass Ultimate which started on 08th December. I received a text on 08th March to say that it had expired so I purchased a year subscription elsewhere. When I tried to redeem this, it said my existing subscription was still active so I thought maybe it would be one month from the 08th March. As of today, the 12th April it is still active despite saying on the Xbox website it expired 08/04/2022. Can you please help?

[Chris_B]

@Neobaze  Your subscription is with Microsoft not EE you’ll be better off asking them about this. 

[Neobaze]

That's the first thing I tried, but when I go to manage my subscription on the Microsoft website, it says that it's with EE/BT and has a link that brings me to the EE website. When I click on my add ins it tells me the cost per month with EE but not how to cancel.

[James_B]

Hi @Neobaze,

Welcome to the EE Community. 🙂

Have you checked the text you received when your trial ended? It should include instructions on how to cancel.

Thanks

James

[Neobaze]

This is what my text was 

Your three months free Xbox Games Pass Ultimate has now expired. You can manage your add-ons at ee.co.uk/MyEE

[James_B]

Hi @Neobaze,

If you tap the add-on in the My EE app (Go to Your plans & add-ons from the menu), do you see a yellow 'remove add-on' button?

James

[Neobaze]

This is what I can see

when I click on the + it only gives me the option to add it with one click.

When I click on More Info it sends me to a page where I can download terms and conditions. But there is not a yellow button to remove

[James_B · Accepted solution]

Thanks for checking, @Neobaze

Please get in touch with Customer Care so a member of the team can remove the add-on from your account.

They'll be happy to help. 🙂

James