Two months and still unable to redeem Game Pass with All Access

jf9163 · Aug 14, 2021

I purchased an Xbox Series X through All Access from Walmart on 6/21/2021.

When I set up the console, I did not receive the message to redeem the 2 years of Game Pass ultimate. I followed the instructions on the Xbox Support FAQ and contacted Citizens One support. They had me confirm my serial number and referring me to Microsoft support.

Since then, I've called Citizens One no less than 12 times, and have called or chatted with Microsoft Support no less than 12 times. Each time I talk to one party, they refer me to another. Citizens One claims that Microsoft has to fix it, and Microsoft claims that Citizens One has to fix it.

I'm really struggling here to get a straight answer on what I need to do to be able to redeem my Game Pass Ultimate subscription THAT I AM PAYING FOR.

I've reset my console at least 12 times (once every time I call Citizens One)

I'm extremely frustrated about this issue and would like to know what I have to do to get some help.

:)

L4c3rd4

How odd, well, what I could do to help mate is to redirect you to Microsoft directly, so they could look into it. Would that be ok?

L4c3rd4

Hello dear Gamer, first it's a pleasure to be able to help you today.

My name is Vinicius.

I am a gamer and independent advisor on the XBOX community platform.

Hey mate, how are you today? Hope you're well.

So, have you tried to redeem it after the initial setup like this:

To redeem after setup in Settings app:

Select Settings > Account > Included with this Xbox to see an overview of and redemption status of any Digital Direct offers included with your console.

Press the Xbox button  to open the guide, and then select My games & apps > See all > Full Library. Look under Available offers to see your offers.

Nursemorph

Have just been reading around about this....I read something on Reddit (not the most trustworthy place but) and a user manages to get this solved by speaking to someone in the "subscription department" at C1...might be worth asking to put you through. Apologies if you have already done this

I wonder if it's related to Walmart and how they process everything...someone else mentioned that, on C1: "I got mine from Walmart but when I log into citizen it shows the Xbox and game pass as two separate transactions" That could explain why it is then missing

XBF John

Hello,

I believe with any Xbox purchased through the All Access system, the Game Pass Ultimate is already on your system it just needs to be redeemed, no codes involved. Please refer to Digital Direct | Xbox for directions on how to redeem your Game Pass Ultimate.

To quickly check, follow these steps on your Xbox:

Go to Settings > Account
Choose "Included with this Xbox"

From your Library:

Press the Nexus button (Xbox Button)
Choose My Games and Apps
Go to "Full Library"
Choose "Included with this Xbox"

For more support on Digital Direct please go to this page: Digital Direct: Find and redeem your offers.

Let me know if this helps.

Best Regards,

jf9163

Yes, I have it set up for Auto Pay - have made two payments on it already.

Two months and still unable to redeem Game Pass with All Access