Can't cancel nor extend Xbox Game Pass Ultimate subscription

Kryptonline · Jul 28, 2019

Hello dear users of the community forum,

recently I stumbled across a problem. As said, I can't cancel or extend my Xbox Game Pass Ultimate.

At first, my monthly subscription could not be paid because my account didn't have enough money left on it (I only have used the gift cards yet to pay). After buying a new gift card now, I'd have enough money to extend the subscription. The help section
concerning the subscription also told me, that I first would have to pay the monthly price to be able to cancel Game Pass Ultimate.

Trying to do that is difficult. Everytime I try to pay the subscription, I keep getting an error message down below with a code.

The error message tells me, that they did not know what happened and I shall refresh the site or try again later.The last code was the following:

CV: PoPaNQXki0KnFFTz.8.14.10

Does anyone know what the issue is and how to fix it? I would appreciate any help.

:)

Njal the Blue

You will need to check at HTTPS://account.microsoft.com/services and if you have a past due payment, you will need to follow the steps and clear it. You will also be
able to cancel auto renew there too.

Kryptonline

You will need to check at HTTPS://account.microsoft.com/services and if you have a past due payment, you will need to follow the steps and clear it. You will also
be able to cancel auto renew there too.

That is the problem. I CAN'T pay anything nor do I have an option to cancel the auto renew. I only get error messages.

Njal the Blue

Unfortunately if you have a past due payment on your account, you will have to pay it off. This will require a card payment. You can not use Xbox/Microsoft pre paid cards. Once you have cleared the past due payment, you will then be able to cancel auto renew.

You may be best off contacting support

HTTPS://support.xbox.com/en-US/contact-us select product, at virtual agent select see other options, then select a topic, then show other contact options and request
a callback.

A lL A T lR E O

It is probably because you previously activated your game pass ultimate subscription. If you redeem a prepaid gold or game pass code while you have active the game pass ultimate subscription, the code will extend the time of the game pass ultimate subscription
but considering a conversion. A 12-month code of Xbox Live Gold extends a 4-month equivalent of a Game Pass Ultimate subscription.

Here is a link that contains information on equivalences.

https://www.xbox.com/live/gold/upgrade

- AJ -

Hi, Miranda! Thank you for reaching out.
I'm AJ, an Independent Advisor for the Xbox Community.

Whenever you upgrade subscriptions, you are charged for the first full month of Xbox Game Pass Ultimate, which is added to the converted time from your previous subscription. Paying for the price difference between subscriptions is not possible.

• For example, if you had 90 days remaining of Xbox Game Pass for Console and converted to Xbox Game Pass Ultimate, you'd have 68 days from your converted subscription + the first month you paid to upgrade.

While your subscription to Xbox Game Pass Ultimate (the second charge) can be canceled, and depending on availability, even refunded, there is no way to revert the conversion from other subscription plans to Xbox Game Pass Ultimate.

Please note that canceling Xbox Game Pass Ultimate would also mean canceling the converted time from your previous subscription, which I'm afraid can't be refunded.

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• For your reference, the following is mentioned in the "All about Xbox Game Pass Ultimate" FAQ page:

"Note - The upgrade of any prepaid time can’t be reverted to Xbox Game Pass plans or EA Play, and it’s not eligible for refund."

Source - https://support.xbox.com/help/subscriptions-billing/manage-subscriptions/xbox-game-pass-ultimate-faq

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If you'd still like to cancel Xbox Game Pass Ultimate, sign in at [ https://account.microsoft.com/services ], locate your subscription, and select Manage > Cancel Subscription.

If you’re eligible for a refund, you’ll see an option to cancel immediately with a refund.

• Doing this would cancel both Xbox Game Pass Ultimate and the converted time from your previous subscription.

• Any refund issued would only be for the month of Xbox Game Pass Ultimate you paid to do the upgrade.

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Please let me know if you have any further questions, I'd be happy to help.
Best regards.

Can't cancel nor extend Xbox Game Pass Ultimate subscription