Unable to activate game pass ultimate.

[SioMarNel]

Hi I signed up to EEs made for gamers bundle in Septemeber and I can't activate the Game Pass Ultimate. It is there in the App i followed the activation as far as the accept terms and conditions and press continue at bottom, it loads for a few seconds before stopping and I have to try pressing continue again and does the same.

Online chat said they would sent case to back office team but it couldn't be sent, then saidni would need to call, I have hearing issues and the main reason I am trying to get this fixed over online channels.

Thanks

[Christopher_G]

Hi @SioMarNel 

Welcome to the community.

We'll do our best to get you some help here. Do you have a VPN set up on your device? If so, could you try with that turned off?

Also, it may be worth checking for updates on the EE App, and clearing the cache and cookies on your browser before trying it again.

Let us know if it works then please.

Thanks
Chris

[SioMarNel]

Hi, no VPN. EE app updated, cache and cookies cleared and still the same issue. I have tried Chrome, Edge and Samsung browsers on mobile. I have also attempted on laptop with both Chrome and Edge browsers.

[Katie_B]

Thanks so much for trying the above @SioMarNel. 

I'm sorry that this has not yet resolved the issue. 

Was there a reason why this couldn't be sent over to the back office team from the Live Chat agent?

Did you activate via a link sent to you in a text?

Speak soon, 

Katie

[SioMarNel]

 No activation txt just through EE app, we dont have EE mobiles atm, will be moving them at earliest opportunity 😉

[Alex_H]

@SioMarNel Thanks for clarifying. It sounds like there may have just been a system issue at the time of trying, I have checked and the Xbox escalation form does not have any reported issues at the moment. 

With everything you have done it is at the point of needing the form, I would give the chat another go and see if they can send it now. Once done you will usually get a response in 72 hours to get it sorted. Let us know if you have any issues with them sending the form again and we will see if we can find another way to help.

Alex

[SioMarNel]

EE chat advise that it can only be done over call with value, I dont think thats right tbh

[Alex_H · Accepted solution]

@SioMarNel I am sorry that the chat team were unable to help when you contacted them back. I have sent you a private message to see if we can help with resolving this for you.

Alex