Game Pass stopped working but showing as Active on the Xbox

[Chris_g26]

Hi,

I've had Xbox game pass as an addon for ages, it's always worked, but today my Xbox and Xbox app don't think I have Game Pass.

My EE app shows Game Pass as an add-on, and my Xbox says "Active subscription: game pass ultimate active, purchased from EE/BT.

However whenever I click a game I'm directed to buy game pass. 

Any ideas?

[Alex_H]

Hi @Chris_g26,

Welcome to the EE Community

With you mentioning the Xbox app, I presume that is the app on your phone it is also saying it on? Does signing out completely and back in to either device make a difference?

Does visiting ee.co.uk/xbox offer the option to activate your Xbox subscription or does it not show at all due to being already activated? 
 

Alex

[Chris_g26]

App on my phone thinks I DON'T have an active game pass.

Xbox shows it as active, but on the Microsoft site I found a page where it said active but expired yesterday. It's like it hasn't renewed automatically. 

Ee.co.uk/Xbox says I can't activate it as it's already active when it sends me the PIN

[Alex_H · Accepted solution]

@Chris_g26 Thanks for trying that, in that case I would recommend giving us a call and one of our guides can check that it is still showing active our end. 

It may be resolved just by removing and re-adding it, allowing you to then re-activate on the link so that it is recognised as a valid subscription.

Alex

[Chris_g26]

I managed to find a way to use online chat, and a lovely assistant got me back up and running by reapplying the inclusive extra. After I then reactivated it worked straight away

[Alex_H]

@Chris_g26 Great glad to hear it got resolved with re-adding and re-activating. Thanks for coming back to share the update for anyone else who has the same problem.

Alex