gamepass fail

Question

tried to redeem free trial of xbox gamepass and it failed then disappeared

Answer 1

Hello Bo T,

Welcome to Microsoft Q&A forum.

Before we proceed further, may I know if the AI assistant suggestion works for you? Also, may I know the full error message and where did you try to claim the pass from?

I'm waiting for your reply.

Answer 2

Check these first:

1. Sign in with the same Microsoft account that was used when the device or offer was first set up.
2. Open Microsoft Store > Library > Included with device and see whether the Game Pass offer is listed there.
3. Check whether the offer was already redeemed by going to the Microsoft Services & subscriptions page.
4. Install any pending Microsoft Store and Windows updates, then restart the device and check again.

If the offer failed during redemption and no longer appears, this can be a temporary entitlement display issue. If it still does not return after the checks above, contact the laptop or device manufacturer because OEM promotional Game Pass offers are often tied to the device and the manufacturer may need to verify the entitlement.

If the problem is specifically with redeeming through the Store app, try redeeming on the web instead:

1. Go to https://www.microsoft.com/redeem.
2. Sign in with the Microsoft account/Gamertag that should receive the offer.
3. Enter the code and follow the prompts.

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References:

• 3 month xbox pass disappeared - Microsoft Q&A
• "Unable to complete this transaction" error message | Microsoft Support
• Redeem a gift card or code to your Microsoft account | Microsoft Support