Gaming pass

[MistyXL5]

I received a free 6 month games pass with my new EE broadband contract. I don’t use this service so gifted the pass to a friend. The pass has now expired, and they are wanting to set up a new subscription. The only option they have is to go to EE to manage their subscription. The free pass has expired therefore it doesn’t appear in my subscriptions, so I can’t go into the subscription and unlink or deactivate. 

I’ve read several other threads here which say to call EE to get the Microsoft and EE accounts unlinked. When I called EE they said the friend has to create a new Microsoft account. 
I don’t understand why it isn’t possible to unlink the EE and Microsoft accounts. My only thought at the moment is to purchase/activate another subscription and then I’ll have something to look at to attempt to unlink. Can anyone help, either by providing instructions to unlink accounts or the correct string of words to provide to an EE agent? 
Thanks!

[Leanne_T]

Hi there @MistyXL5 

Thanks for coming to the community. 

How long ago did the Game Pass add-on expire? 

When you called, did the team check the Game Pass activation at our end to see if this was showing as cancelled? 

Leanne.

[MistyXL5]

Hi @Leanne_T ,

The pass expired in May. The team said there was no active pass on my account. 

[Michael_D]

With you not using the Game Pass on your account, it wouldn't give you the option to manage it now that it has ended, and your friend won't be able to access the EE side of it for them to manage it. @MistyXL5 

I have seen this in the past, and someone had mentioned that if your friend were to purchase a Game Pass direct with Microsoft it would revert it to being with them rather than EE. Is that something they can try?

Michael

[MistyXL5]

@Michael_D Unless we’re missing something, they’re unable to do that.

We go to Account, Subscriptions, Manage XBox Games Pass Ultimate. The only option under there is to manage subscription through EE/BT, with no option of adding any other passes. 
 

[Alex_H · Accepted solution]

@MistyXL5 Is that the same if you try purchasing from the join Xbox Game Pass page, when you select the tier of subscription does it only say Manage subscription still and take you to the same place? 

There is a process to resolve this issue so I am sorry it was not followed when you called initially. So if you are unable to add it directly that way, if you call and select to speak to our technical team rather than the billing team. 

Let them know you have cancelled the Game Pass but now cannot manage your Microsoft account, they should then raise an internal Xbox escalation form for you, which goes to a dedicated team to delink them. 

For this form you will need the users e-mail address that they use for their Microsoft/Xbox account and their Xbox username. Once sent it can take up to 7 working days but they should be able to unlink it and allow you to purchase the pass directly again.

Alex