Xbox All Access Support

What's in this article? Xbox Game Pass Ultimate

Token

Returns / Exchanges

Repairs / Warranty / Hardware / Software Troubleshooting

Managing my Xbox All Access subscription

 

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

With Xbox All Access, you can take up either an Xbox Series X or an Xbox Series S console and get 24 months access to Xbox Game Pass Ultimate - which includes access to over 100 high-quality games, EA Play 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.

 

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, storage 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 console. Simply follow the step-by-step instructions on setting up your new Xbox console here.

 

What is included in the Xbox console box?

Xbox Series X

  • Xbox Series X Console
  • Xbox Wireless Controller [Carbon Black] + x2 AA Batteries
  • Ultra-High Speed HDMI cable
  • Power Cable
  • Quick Start Guide
     

Xbox Series S

  • Xbox Series S Console
  • Xbox Wireless Controller [Robot White] + x2 AA Batteries
  • High Speed HDMI cable
  • Power Cable
  • Quick Start Guide
     

How do I set up parental controls?

Each Xbox 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 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’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.

 

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 Xbox All Access service?

With Xbox All Access, you are purchasing the console and a Xbox Game Pass Ultimate subscription. 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. The purchase is also subject to our returns policy.

To discuss your options, you can visit us in-storeonline or contact us.

 

How do I confirm my Xbox All Access contract start date?

Your contract start date for you Xbox All Access membership can be found in the My Telstra app, under the Services tab.

 

 

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, and access to EA Play at no additional cost.  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.

 

What is EA Play?

EA Play is a console and PC gaming subscription that provides members with access to a collection of EA’s best-loved series and top titles on console and PC, exclusive in-game challenges and rewards, special member-only content, and access to exclusive trials of upcoming new games from best-loved franchises and top titles.

 

What will happen to my subscriptions if I already have both Xbox Game Pass Ultimate & EA Play on Xbox?

When the EA Play member benefit unlocks for Xbox Game Pass Ultimate members, users who have both Xbox Game Pass Ultimate and EA Play purchased through the Microsoft Store will have their EA Play membership cancelled and any remaining EA Play time over 50 days will be rounded up and converted to the nearest whole month of Xbox Game Pass Ultimate at a ratio of 3:1.

For example, if you have between 50 days and 3 months of EA Play already on your account when EA Play comes to Ultimate, you will have 1 month of Xbox Game Pass Ultimate added to your account. If you have between 4 months and 6 months of EA Play already on your account when EA Play comes to Ultimate, you will have 2 months of Xbox Game Pass Ultimate added to your account. To find out more, visit the Xbox Game Pass page.

 

What version of EA Play do Xbox Game Pass members receive? EA Play or EA Play Pro?

Xbox Game Pass Ultimate and Xbox Game Pass for PC members receive EA Play. EA Play Pro is only available through EA’s PC platform, Origin.

 

When will EA Play come to Xbox Game Pass Ultimate for PC?

Xbox Game Pass Ultimate and Xbox Game Pass for PC members will receive EA Play at no additional cost starting holiday 2020. Ultimate members will be able to enjoy EA Play on console starting on 10 November, and Ultimate and PC members will be able to enjoy EA Play on Windows 10 PCs in December.

 

How do I activate Xbox Game Pass Ultimate?

One Series
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.

Series S|X
To activate the Game Pass subscription that is part of Xbox All Access on your Xbox Series S or Xbox Series X, you will need to sign into your chosen Microsoft account on your new console and select the “claim it” icon. Once redeemed you can access and mange content in the My Games & Apps screen. Find out more about redeeming Game Pass Ultimate digitally here.

 

When I activate, I can see Game Pass Ultimate claimed for 1 month. Is this right?

Your Xbox All Access subscription provides month-to-month access to Game Pass Ultimate, and will auto-renew every month you stay connected to Xbox All Access up to 24 months. After the first 24 months, you will roll over to a standalone Xbox Game Pass Ultimate subscription at the standard in market rate, currently $15.95 per month. 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

 

How do I manage my Games Pass Ultimate subscription?

You can manage your Xbox Games Pass Ultimate from the account menu on your console, and then select the subscriptions icon. This will show the expiry date, months remaining and provide the ability to contact Telstra to cancel your subscription.

 

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.

One Series: 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.

Series S|X: In order to receive your paid months of Games Pass, you must have activated your Games Pass before you cancel.  You cannot activate Games Pass after you cancel.  Any months of Xbox Game Pass Ultimate, Live Gold, or Game Pass that you have paid for but not yet used will remain on your account after you cancel until they expire up to a maximum of 36 months, inclusive of the 24 months that is part of All Access.  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?

One Series: 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 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.

One Series: This is 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.

Series S|X: This is a maximum charge of $511.21 for the Series S and $763.79 for the Series X, reducing by an equal amount each month you maintain an active Xbox All Access Service. 

 

 

What happens if my console has a fault?

With Xbox All Access, you own the console and have activated a Game Pass Ultimate membership. 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 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.

What happens if my console doesn't power up when I receive it?

If your Xbox console does not work on arrival, you can contact us to organise a replacement, or visit us in-store.

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.

 

How do I manage my Xbox All Access service?

My Account

  1. Sign in to My Account
  2. From the Home page, select Services at the top of your screen
  3. Next to Internet of Things, select the Manage link
  4. You’ll be able to see your plan details and buy additional accessories and extras.
     

My Telstra app

  1. Download or open the My Telstra app
  2. Tap on the Services tab in the bottom bar and select the service you'd like to view
  3. You’ll be able to see your plan details and buy additional accessories and extras

 

 

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