why can you not turn off recurring auto renew subscription???

Hi Luan,

Thanks for reaching out. We see you have issue with a subscription. The auto renew was most likely on for the subscription. This is why it charged you automatically.
When cancelling a subscription, you need to turn off the auto renew first. Once that is off, then a subscription can be cancelled. Here is a guide to
turn off recurring charge.

Thanks,

Brad

You can but you need to have a credit card or PayPal on file for recurring subscriptions.

You then can turn off auto-renew.

You cannot get refunds for subscriptions but you can turn off auto renewal so you won't be billed again. Go to your subscriptions in account settings and turn off recurring payments there

It starts a recurring subscription so they have to be sure you can make the payments even if you plan on turning off auto-renewal.

did she cancel Ultimate Game Pass or did she turn off recurring billing/auto renew?

if she only turned off recurring billing then the subscription will continue up to the renewal date