Inclusive Extras not working

[UnluckyXIII]

Hey,

I've recently started a new contract but although I selected an include extra (xbox game pass) during the initial process this hasn't been included on my account, furthermore there doesn't seem to be a way to add it to my account (the option fails on the website/app and via sms xbox ddoesn't even exist as an option). Does anyone know how I get this to work?

SMS:- https://ibb.co/JKLHp9f

App:- https://ibb.co/4PKQ7c8

Website:- https://ibb.co/zHjF9yQ

TIA

[Leanne_T]

Hi @UnluckyXIII 

Thanks for coming back to the community. 

Have you received a link via text to complete the set up? 

The image provided for the app, shows the Xbox Gaming Bundle as an active add-on, what happens if you select this add-on in the app? 

Leanne.

[UnluckyXIII]

Hi Leanne,

Thank you for the reply, I've not received a link via sms to set anything up, just the welcome message with a link to login to my account to access my documents.

In the App screen shot you can see it shows I have 0 of 1 Inclusive Extras selected (I believe that the Xbox Gaming Bundle and Xbox Bundle Series X on the account are the physical console with Game Pass that was purchased as an add-on for £31 a month). If I select them I'm shown the following:-

Xbox Gaming Bundle - https://ibb.co/yhsqB7T

Xbox Bundle Series X - https://ibb.co/kD1fH3P

[Leanne_T]

Thanks for checking this for me @UnluckyXIII 

When did you order the Xbox? Was this over 14 days ago? 

Leanne.

[UnluckyXIII]

The Xbox was added to the account in October 2023, and the new mobile contract was taken out in January 2024.

[Leanne_T]

Thanks @UnluckyXIII 

In this case, please call us on 150 and the team will get your account looked into and help you get the Game Pass set up 🙂

Leanne.

[UnluckyXIII]

Thank you for the reply, I'll give them a try although I feel this is going to be a nightmare to try and explain to someone over the telephone 😞

[Leanne_T]

Let me know how you get on @UnluckyXIII 

Leanne 🙂