Why is my Game Pass not working?

Hi Dontae!Let's confirm if your subscription is on the correct account. Go to https://account.microsoft.com/services to check if it's active then visit https://account.xbox.com/Profile if it shows the correct gamertag you are using on the app.If everything is correct. Sign out and sign back in to your Xbox app. If it doesn't work, the issue may be on the server-side.I actually have seen multiple reports having an issue with their subscription that is not being detected on the app.There's no known issues yet being posted from the Xbox Status here https://support.xbox.com/xbox-live-statusI suggest to use the "Report" button on that page to report possible outage for the Xbox team to investigate the issue.

Hi Alana! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing this with your Xbox Game Pass Subscription.

It's important to note that this is a public user-to-user community forum, and none of us here work for Microsoft.

Kindly confirm if the subscription renewal shows as "completed" by signing your account on account.microsoft.com > payment and billing > order history > select the date of range when you were charged for the subscription.

You may also check the status of your subscription by signing your account on account.microsoft.com > services and subscription.

If it shows as active, please perform the following workarounds on your console according to the steps from the official Xbox website: (https://support.xbox.com/en-US/help/games-apps/troubleshooting/game-issues-solution)

Note: Solving this issue may take a lot of steps.

"Remove your account, power cycle, and re-add your account:

Here's how to remove your account:

> Press the Xbox button  to open the guide.
> Select Profile & system > Settings > Account > Remove accounts.
> Select the account that you want to remove, and then select Remove to confirm.

Power Cycle:

> Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. The console will turn off. ​​​

> Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller. ​​​

Then re-add your account.

Press the Xbox button  to open the guide.
Select Profile & System > Add or switch > Add new.
Enter the email address for the Microsoft account that you want to add, and then select Enter.

Note: Make sure that you do not select Get a new account unless you want to create a new Microsoft account.

Enter the password for your Microsoft account, and then select Enter.
Review the Microsoft Service Agreement and Privacy Statement, and then select I Accept.
Follow the steps to configure your Sign-In, security & PIN preferences to finish adding your profile to the console."

Once you're done, check if the Xbox Game Pass subscription works on your account.

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

Hi and thanks for reaching out. I hope you’re doing well. I'm an Independent Advisor and a Microsoft user like you and I'll be happy to help you.

Kindly verify if your subscription is active by following the steps below;

- Press the Xbox button on your controller to open the guide, and then select Profile & system > Settings > Account > Subscriptions.

If it's active, try clearing your console's cache by following the steps below.

1. Turn off your console by pressing the Xbox button on the front of the console for about 10 seconds, until it shuts down completely.

2. Unplug the console's power cable. Wait 10 seconds.

Important Be sure to wait at least 10 seconds. This step resets the power supply.

3. Plug the console power cable back in.

4. Press the Xbox button on your console to turn it on.

If it still doesn't work, try to refresh your operating system and delete all potentially corrupted data that restricts you from using your console normally without deleting your games or apps.​​​​​​​

NOTE: Make sure that you know your account logins before doing this step. Also, this will remove all your Home Xbox associations.

1. Press the Xbox button to open the guide.

2. Select Profile & system > Settings > System > Console info > Reset console.

3. On the Reset your console? screen, you'll select Reset and keep my games & apps.

Hi Matt!

To confirm, which device/platform do you play the game specifically?

Let’s confirm on https://account.microsoft.com/services if your Game Pass Ultimate subscription is currently active. Then go to https://account.xbox.com/Profile if it shows your correct gamertag the same as the one you used on your app or console.

Awesome! I'm glad it's working now, Tom. Please do me a favor, stay healthy and keep safe out there. Feel free to choose a rating and have a good day!