Xbox Live Gold got converted to Game Pass Ultimate but status is Pending and I already charged

chokoreeto04 · Nov 19, 2019

Hi,

Yesterday, I decided to change my Xbox Live gold subscription to annual from monthly which I did. Now, there was a $1 promo for Game Pass Ultimate so I added that to the cart since I'm paying Game Pass monthly.

Just a few hours ago, I realised I'm unable to go online to Monster Hunter World and it's telling me that I have to buy Xbox Live.

I went to my account and checked --- I saw that my Xbox Live Gold got converted to Game Pass Ultimate however the separate order for the Game Pass Ultimate is tagged as Pending.

Now I have no issue about conversion however I already got charged for the 12 months Live Gold and yet the Game Pass Ultimate is Pending in status.

Should I wait for this to be completed? If this takes too long, can I just have this cancelled? Also, am I going to be charged twice if I take the 12 months subscription of Xbox Live?

This is already stressful for me and O don't usually have this kind of problem with subscriptions.

:)

NaZoooom

Hello Chokoreeto04,

I’m sorry to hear you are having billing and subscription issues.

I would suggest setting up a call back from an Xbox Live support agent by following the steps below. The agent would be able to look into your account and see what might be causing this issue.

The best way to reach Live Support would be here:

https://support.xbox.com/contact-us#0

Step 1 - Select Xbox One

Step 2 - Select See other options

Step 3 - Select topic (Ex. Payment and billing)

Step 4 - Select "Show contact options"

Step 5 - Select request a call from support

I hope this helps you get back online and it would be great to hear how you got on.

Lucas Lauer

Hello, Three. Thanks for reaching out! My name is Lucas. I'm an Independent Advisor and a Microsoft user just like you. I'll be happy to assist you today.

Yes, it is normal. You got charged because of the Game Pass Ultimate subscription. You cannot "convert" your Live Gold subscription for free to Game Pass Ultimate.

You need to subscribe to Game Pass Ultimate - which will charge you, like you saw - and then the Live Gold subscription will be converted to Game Pass Ultimate and you will be added one month to the subscription - which you just got charged for.

Feel free to ask back any questions.

Smwutches

The $1 charge is only for the first month. Once it's time for you to renew, you'll be charged the regular price. If you already have gold (and game pass) it will converted to the ultimate subscription. The Ultimate Game Pass includes gold, Xbox Game Pass,
and PC Game Pass. The upside is that you only have 1 subscription for all 3.

Smwutches

The gold was converted to Game Pass Ultimate so it won't charge separately for Gold. It's been converted to the Ultimate subscription.

StuartATrueRed

If you are already a Game Pass Ultimate subscriber, then any Gold codes you redeem will be converted to Game Pass Ultimate. If you are not an Xbox Game Pass Ultimate Subscriber, then no, the Gold codes should not convert to Game Pass Ultimate.

Xbox Live Gold got converted to Game Pass Ultimate but status is Pending and I already charged