XBox Live subscription not showing on account

Hi there,

an Xbox Live Gold subscription is connected to the Xbox Live Account, so Resetting the console will not remove the subscription from an account.

The best thing to check is if the subscription still shows on the Xbox Live Account that was used to purchase the Gold subscription via

http://account.microsoft.com/services

If the subscription shows there then please (re) download that profile on to the Xbox One console.

In order to download the profile you will need the account credentials.

Let us know the results

Hi, your Gamercard here on the forums shows the account as a silver account. If you click your Gamertag in the top right of the window here and select Subscriptions from the drop down menu is it showing your Xbox Live subscription there ?

Have you had a look on your account here?? https://account.microsoft.com/services/

You may have to call them to solve a billing issue, if you cant see it there.

Hi, yes but there isn't a billing issue.

go to https://beta.support.xbox.com/contact-us

click the Contact us button on that page

select Family and online safety

select I want to protect my account

skip the notification

scroll to the bottom of the options and select Request a call or Chat online

you will need to sign in for this so create a new outlook account just to contact Support.

when they call back you can explain the situation