Xbox All Access Support

What's in this article? Xbox Game Pass Ultimate


Returns / Exchanges

Repairs / Warranty / Hardware / Software Troubleshooting


What is Xbox All Access and how do I get it?

With Xbox All Access, you take up either an Xbox One X or an Xbox One S console, 24 months access to Xbox Game Pass Ultimate, which includes access to over 100 high-quality games and online multiplayer with Xbox Live Gold.

To get Xbox All Access, you need to have an existing or take up a new month-to-month plan. This includes month-to-month plans like mobile and fixed broadband plans. Customers who only have pre-paid or are small business customers are not eligible to take up Xbox All Access.


How do I redeem my bonus Star Wars Jedi: Fallen Order™ Deluxe Edition?

  1. SMS the 12-digit serial number (found on the bottom of the box) to 0484 100 900. You will receive a unique download code within 3 hours.
  2. From the Home screen on your Xbox, scroll right to store.
  3. Scroll down and select Use a Code.
  4. Follow the instructions on screen to redeem your code.


This offer is open to Telstra customers who purchase Xbox All Access from 28 January through Telstra. Not transferrable. Available to customers who have purchased the Xbox One X console only.


Can additional items be added to my Xbox All Access purchase for a low monthly price?

You have the option to add on a range of accessories including controllers and headsets and pay off over 24 months as well.


Can I combine Xbox All Access with any other retailer offers?

Xbox All Access is an exclusive to Telstra, standalone offer and can’t be combined with other offers, such as temporary price reductions or trade-ins, unless specifically stated.


How do I set up my Xbox All Access?

Congratulations, you’re now the proud new owner of an Xbox One system. Simply follow the step-by-step instructions on setting up your new Xbox console here


How do I set up parental controls?

Each Xbox One console has a range of safety features that let you control what kind of content your family members can access based on the content’s recommended age. Xbox One uses these age settings to control a child’s access to specifically rated games, movies, TV shows, and music. Content restrictions also control what your child can see and purchase in the Microsoft Store. You can also enable web filtering to determine what websites children can visit, as well as an “Ask a parent” option which enables parents to control purchases in the Microsoft Store. Find out more about Xbox One’s online safety and privacy settings.


How do I make payments?

You can pay your bill by direct debit, BPAY®, over the phone or in person. Find out more about how you can pay your bill.


Can I pay off the remaining balance of my Xbox All Access sooner than 24 months?

No, Xbox All Access offers you the ability to pay off your console over 24 months. If you cancel your Xbox All Access, you will need to pay out the balance remaining on your console, which will be charged as a once-off payment in your next Telstra bill.  Your membership will end at the end of that billing month. Find out more about Early Termination Charges here.


Will additional purchases made on my Xbox be charged to my Telstra bill?

No, all purchases made on the device itself will be billed to the credit/debit card attached to your Xbox account.


I need a refund on a purchase made on my Xbox. Who should I contact to receive this?

For all purchases made on the device, please see Xbox’s returns policy.


How do I cancel my service?

If you would like to cancel your service early, you may be charged an Early Termination Charge. To discuss your options, you can visit us in-store, online or contact us.


I’ve heard Xbox are planning to release a new console next year, what happens if I buy Xbox All Access now?

We’re really excited for Project Scarlett too! Xbox All Access customers can buy out their hardware at any time and upgrade once it’s available. So you can enjoy right away the great value in gaming that comes with the Xbox One S, or the world’s most powerful console the Xbox One X - and move up to Scarlett when it’s released. We will share more news on upgrade options and offers for new and existing customers early next year.



What is Game Pass Ultimate and what are its benefits?

An Xbox Game Pass Ultimate membership includes all the benefits of Xbox Live Gold, plus over 100 high-quality console and PC games.  New games are added all the time, so there’s always something new to play. Plus, enjoy exclusive member deals and discounts, play together with friends on the most advanced multiplayer network and discover your next favourite game. To find out more, visit the Xbox Game Pass page.


How do I activate Xbox Game Pass Ultimate and online multiplayer?

You will receive a Games Pass Ultimate token in the box with your console. Use this token to activate Games Pass Ultimate; your membership starts from the date you activate the token. Once you’ve activated, you’ll be able to access content and online gameplay. Find out more about redeeming your code.


Xbox All Access includes a monthly subscription to Game Pass Ultimate.  What happens if I have an existing Xbox Game Pass and/or Xbox Live Gold membership when I purchase a console with Xbox All Access?

If you're already an Xbox Live Gold or Xbox Game Pass member, any days remaining in your membership(s) will be converted to Ultimate at a conversion ratio when you redeem the monthly Ultimate membership and add it to your Ultimate membership up to a maximum of 36 months.  Xbox Game Pass Ultimate memberships are limited to 36 months.

If you’re already an Ultimate member, wait until your existing membership has a prepaid balance that is less than 12 months before redeeming the 24-month Ultimate membership through Xbox All Access.  You will be unable to redeem with more than 12 prepaid months of Ultimate.

To check your prepaid balance, go to your Xbox account. Note, once converted to Ultimate, Xbox Live Gold and other Game Pass memberships cannot revert. To find out more, visit the Xbox Game Pass page.


What happens to my Xbox Game Pass Ultimate membership if I return or cancel my Xbox All Access?

Games Pass is included in Xbox All Access for each month you stay connected for the first 24 months. If you delay activation, you will still receive 24-month access, provided you stay connected to All Access for 24 months.

If you redeemed the Xbox Game Pass Ultimate token prior to returning your Xbox All Access, the 24 months of Xbox All Access Ultimate will be removed from your account at time of return.  Note, once converted to Ultimate, Xbox Live Gold and other Game Pass memberships cannot revert. To find out more, visit the Xbox Game Pass page.



Does the Game Pass Ultimate membership have to go to whoever bought Xbox All Access?

The monthly membership is intended for the account holder and is not able to be resold or transferred. While another console or person can use the membership, access to the content and online game play will be cancelled if the service is cancelled with Telstra.


My games pass token cannot be redeemed – how do I fix it?

If you’re having trouble redeeming a digital code, it may be due to a service outage on Microsoft’s side. Please visit the Xbox support page for current Purchase and Content Usage status, and for more information.



Can I return or cancel an Xbox One console/bundle purchased with Xbox All Access?

With Xbox All Access, you are purchasing the console and a 24 month Game Pass ultimate token to Xbox Game Pass Ultimate membership. If you cancel Xbox All Access, you will need to pay out the balance remaining on your console, which will be charged as a once-off payment in your next Telstra bill.  Your subscription access will end at the end of that billing month. Find out more about Early Termination Charges here. The purchase is also subject to our returns policy.


Can I cancel my Xbox Game Pass Ultimate membership and reduce my Xbox console payments?

No, the Xbox Game Pass Ultimate membership is included in Xbox All Access. You cannot cancel your membership and reduce your monthly payment. If you cancel your service, your access to Xbox Games Pass Ultimate will end and you will need to pay out any remaining cost associated with your console, with a maximum charge of $399 for the One S and $649 for the One X, reducing by an equal amount each month you maintain an active Xbox All Access service.



What happens if my console breaks?

With Xbox All Access, you own the console and have activated a 24 month Game Pass Ultimate token. Your Xbox console has a two-year warranty (two years for the controller and accessories), irrespective of the length of time you stay connected to Xbox All Access. Please note, monthly payments will continue until the remaining balance on your Telstra Account for Xbox All Access is paid in full, even if your Xbox console is not working. To make a warranty claim, please visit us in-store, online or contact us.

If you are a consumer under the Australian Consumer Law, our goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


I have an error code on my device, how do I fix this?

If you’ve encountered an error or status code, visit the Xbox support page and enter the code exactly as shown.


I can’t remember my Microsoft login or password

To retrieve your login or password, visit the Xbox support page for step-by-step instructions.



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