Never received Game Pass activation email/text.

[allamavortex]

Hello all,

I switched from my old BT package to an EE offering. This was meant to include Game Pass Ultimate for 12 months (Don't think it was the 24m offer). The offer said it could take up to 14 days to receive the information to activate.

It's now been about 3 months and I've had no email or text about the Game Pass Ultimate.

I called on Sunday just gone, the chap there said he'd re-sent the request and I should have something sent to me within a few hours. Nothing ever came.

Does anyone know what I actually need to do to activate/redeem the Game Pass? I can't see anything in my online account or in the app on my phone. Is there a specific number to call, or an email address to get in contact with for this sort of thing?

[Schockwave]

Hello @allamavortex ,

welcome to the community,

Have you checked your junk/spam folder?

[allamavortex]

I did indeed check the spam, etc. I've just had an email notification of a post on this thread from someone called @Joshypop - but I can't see it in this thread. If you see this, I ended up giving them a call, the rep can fill out a form and then you'll get a call as it goes top an offline team to look into. It took about a week or so.

The first time I tried I went via sales and the rep missed out ALOT of important information from the form and I never got a call. I get that they have stats etc to adhere to (I used to work for BT). The second call I went to COT (customer options team - cancellations/save team, basically). The rep completed quite a long form, there are TWO KEY bits of information you'll need to provide is the outlook/hotmail account you use for your XBOX live account, as well as your xbox live usertag.

My assumption is the first rep used my @gmail (linked to EE account) when she completed the form as she never asked for the xbox live account email and username on the first call.

I hope this message helps you get it sorted and others in the same situation can get this issue resolved as I did.

Be prepared for it to take a full week from form completion to a phone call. The call also came fairly late in the evening and it was either an 0800 or an 0300 number.

Hope this helps!