Can't redeem 3-months game pass premium that came with new laptop.

Question

Can't redeem 3-months game pass premium that came with new laptop.

Moomulls-4648 0

Hi,

I recently purchased a new laptop which came with 3 months game pass premium. I see the offer is available in the store, but when I try to redeem it, I receive the following error message User's image

I have tried unsuccessfully to redeem it for a few weeks now, and the offer is due to expire within a few days.Any help would be appreciated.

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4 answers

Your answer

Answer 1

Manoel Barros 21,555 Independent Advisor

Thank you for your feedback! It helps other users with the same problem.

Take Care!!

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Answer 2

Manoel Barros 21,555 Independent Advisor

Thanks! Did you happen to receive a redemption key?

If you did, or if a card with the key was included in the packaging, you can try redeeming it at https://redeem.microsoft.com/.

If you didn't receive one, I'm afraid I can't help you further. You might need to contact Microsoft Store Support.

You can go to https://support.microsoft.com/contactus > Sign in with your account (the same one linked to your Microsoft Store) > Search for "Microsoft Store".

Moomulls-4648 0 Reputation points

2026-07-31T10:28:32.1833333+00:00

Thanks for all your help with this. I eventually used your link to contact support directly, and they credited the gamepass to my account. I spent ages looking for one before I messaged on here but couldn't find one, so it was a great help! Appreciate the effort you put in to help me solve this issue.

Answer 3

Manoel Barros 21,555 Independent Advisor

Thanks! Which region do you live in? I've seen reports indicating that certain Xbox subscriptions aren't available in specific regions.

Also, check if your account has any restrictions or is linked to Family Safety. Go to https://www.microsoft.com/en-us/microsoft-365/family-safety and see if anything shows up.

Additionally, check for any pending Windows Update items, such as drivers.1. Open System Configuration > Click ''Windows Update'' > ''Check for updates''.

Download all available updates. Click ''Advanced Options'' > ''Optional Updates'' > Select all available drivers and updates > Click ''Download and Install''.

Moomulls-4648 0 Reputation points

2026-07-29T13:05:51.17+00:00

Thank you for your suggestions.

I'm in the UK, and my laptop was also purchased in the UK. The premium subscription is definitely available in my region.

I've checked the family restrictions on my account and nothing is showing enabled on that side of things. And my computer is fully updated, with no updates for windows, Microsoft store or the Xbox app.

Would the fact I'm subscribed to Game Pass Ultimate be the issue? I've tried looking it up online, and everything that I've seen says it should just extend my ultimate subscription but reduce the duration of the premium subscription from 3 months to something like 50 days to subsidies the extra cost.

Answer 4

Manoel Barros 21,555 Independent Advisor

Hi!

Have you tried redeeming it through the Xbox app itself instead of the Microsoft Store?

Open the Xbox app installed on your computer and try redeeming it there.

However, this error can occur for various reasons, one of which is pending updates for the apps and the Microsoft Store itself. In the Microsoft Store, click on Library/Downloads > click Get updates > wait until all apps are updated.

After updating, restart your computer and try redeeming Game Pass.

Moomulls-4648 0 Reputation points

2026-07-28T23:31:34.69+00:00

Hey,

Thank you for your reply. Unfortunately I have tried redeeming it through the xbox app and the store app many times and it still doesn't work. I have checked everything is up to date and tried numerous times on both but the problem still persists.