Xbox Game Pass Ultimate won't recognize my subscription renewal

Malinda Ebanks · Feb 19, 2025 at 10:02 AM

Hi everyone,

I'm having a problem with my Xbox Game Pass Ultimate subscription. I recently renewed it, but my account doesn't seem to recognize the renewal. Every time I try accessing Game Pass features or launching a game, it prompts me to buy a subscription as if I don't already have one.

I've checked my payment history, and the transaction for the subscription renewal shows as completed. I've also tried restarting my console and signing out and back into my account but still no luck.

Has anyone else experienced this issue, and if so, how did you resolve it? Any advice would be greatly appreciated!

Thanks in advance for your help.

:)

Mila.L - MSFT

Hi，Malinda Ebanks

Welcome to Microsoft Community.

I understand that your Xbox console does not recognize your subscription.

Does the problem persist if you change a network, such as switching between wired and wireless, or using a personal hotspot, etc.?

The community forums cannot access and save your account information as well as your subscription information due to privacy restrictions, so we recommend that you contact Live Chat Support to investigate your subscription issue in a separate window, so that your privacy is not compromised and it is easier to resolve your issue, as described in the steps below:

Contact us | Xbox Support

1. Select the "Contact us" button.

2. Select the drop-down menu option that matches your issue.

3. The next window will provide you with support articles based on your request. We recommend that you review the relevant articles before selecting the "View contact options" button.

4. In the last window, you will see multiple options. We recommend that you select the "Live Chat" or "Request a Call" option to talk to someone. Be sure to provide as many details as possible.

Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Thank you for your understanding and patience. I hope your problem is solved successfully.

Best Regards,

Mila.L-MSFT| Microsoft Community Support Specialist

klajdipepa13

I am having the exact same issue! Just renewed and upgraded to XBox Game Pass Ultimate, the phone app works fine, hell I can even use Cloud play. But on my PC, the XBox App doe not recognize my Game Pass subscription. I hope we will be reimbursed for the
lost time once the issue is fixed.

Mistress Sara

Hi there,

If you purchase Ultimate Game Pass, that will be subject to renewal fees after the subscription ends unless you turn off automatic renewal.

As for the Spotify, EA and others, if you do not start a subscription with them, and don't currently have a subscription with them, you won't have to cancel or renew them.

under_scored

Avalyn,

Unfortunately, this is an issue with the manner in which Microsoft designed the Game Pass service. If you were subscribed to Game Pass Ultimate when you redeemed the twelve month Gold Subscription, your time was converted Game Pass Ultimate at a loss. A
twelve month Gold subscription converts to four months of Game Pass Ultimate, which lines up with your renewal in February.

Now that your Game Pass Ultimate subscription has expired, renewing with a prepaid subscription code for Xbox Live Gold will give you the standard amount of months.

Regards,

Under Scored

{Parity}

No, that was a promotion for upgrading to Game Pass Ultimate. What you need to do is renew your Game Pass Ultimate subscription.

Xbox Game Pass Ultimate won't recognize my subscription renewal