Xbox 360 Entertainment For All Plan frequently asked questions

Subscription basics

Find the answers to commonly asked questions about the Xbox 360 Entertainment For All Plan (formerly “2 Year Xbox Live Gold Contract”).

Topics

Sign-up process

Q: I signed up for the 2 Year Xbox Live Gold Contract and see it is now called the Xbox 360 Entertainment For All Plan. Are there any important changes I need to know about?

No, all the plan details remain the same. The only change will be in the language you see in our documentation and on your billing statements, which will now refer to the "Xbox 360 Entertainment For All Plan."

Q: How does the sign-up process work?

If you sign up at a retailer, you'll be directed to a secured laptop and walked through the sign-up process. You'll need your credit card, social security number, and the serial number from the console you're purchasing. The sign-up process includes signing up for a Microsoft account, choosing an Xbox Live gamertag, and learning about the contractual details of the promotion.

It's also possible to sign up online at home with certain retailers. Depending on the retailer, when you sign up at home, the console will be shipped to you or you'll receive a bar code, which you then take to a retail location where you pick up the console.

Q: Can I use an account other than a Microsoft account, such as a Yahoo or Gmail email address? Or do I need to sign up for a Microsoft account?

Any valid email address can be used to establish a Microsoft account.

Q: Can I take advantage of this offer if I already have a Microsoft account?

Yes, you can use your current Microsoft account if you’re an existing Xbox Live Gold subscriber.

Q: Can I take advantage of this offer if I already have an Xbox Live Gold membership?

Yes, as long as the same account was (1) not used in the purchase of an Xbox 360 Entertainment For All Plan during former pilot programs offered in 2012 and (2) is not associated with an Xbox Live Gold Family account.

Q: Can I take advantage of this offer if I already have an Xbox Live gamertag?

Yes, as long as the (1) the gamertag is not associated with the purchase of an Xbox 360 Entertainment For All Plan during former pilot programs offered in 2012 and (2) is not associated with an Xbox Live Gold Family account.

Q: Can I purchase this offer as a gift for someone else?

Yes. The plan allows for purchases intended to be offered as gifts. There are direct links for details on gift-giving at sign up and in the terms and conditions.

Q: Can customers who purchased a console during an Xbox 360 Entertainment for All Plan pilot program purchase another plan?

Yes, but they cannot use the same Xbox Live account. Customers who purchased and activated an Xbox Live Gold membership during any related pilot program must use another active Xbox Live Gold account or create a new account to purchase the Xbox 360 Entertainment For All Plan.

Q: What if you get charged for the monthly subscription even though you never completed the console purchase?

If you get charged for the monthly subscription even though you never completed the console purchase, contact Xbox Support using the Assistance information at the bottom of this page.

Q: Can you cancel the Xbox 360 Entertainment For All Plan if you decide not to pursue this offer immediately after signing up?

Yes, you can cancel by returning the console to the retailer.

Q: If you purchase the offer as a gift for someone else and don’t have a Microsoft account yourself, how can you view the charges?

You will receive a monthly email detailing the charges. This will be sent to the email address used during sign up.

Q: What happens if you never receive your activation code, you lose the activation code, or the activation code doesn’t work?

For problems with your activation code, contact Xbox Support using the Assistance information at the bottom of this page.

Billing

Q: Can you use a debit card for the Xbox Live membership or does it have to be a credit card?

Yes, you can use a debit card as long as it’s backed by an accepted consumer credit company (for example, VISA or MasterCard).

Q: Can you change credit card and billing information at a later date?

Yes, the credit card associated with an account can be changed at any time.

Note The new card must be added before you delete the old card. Failing to do this will result in the plan being canceled and the Early Termination Fee (ETF) and applicable taxes being charged.

Q: What if your credit card is declined during the Xbox Live Gold membership registration process or during purchase of the console itself?

Try another card. If you do not have an alternative card, you do not qualify for this offer at this time.

Q: What happens at the end of the two-year Xbox Live service agreement?

Unless you cancel at the end of the two-year service agreement, the contract will revert to a monthly Xbox Live Gold membership at the subscription rate that's in place at the time. An email notification will be sent to you thirty days in advance of the billing renewal.

Q: Can you add additional months to your membership while you are under contract for this offer?

No, while under this offer contract, you cannot add additional months to your membership. Once your membership expires, you can add additional months to your membership.

Q: If you are a current Xbox Live Gold member and have time remaining on your current membership, how does this work with the plan’s two-year Xbox Live service agreement?

Existing Xbox Live Gold members who join the program will have their remaining time "stacked" behind the plan's two-year Xbox Live service agreement. After the plan expires, the stacked months will resume.

Q: Is it possible to pay the monthly billing charges with a PayPal account?

No, you cannot use PayPal to pay for the Xbox 360 Entertainment For All plan.

Offer details and terms

Q: What are the legal terms of this offer?

See Terms and Conditions for The Xbox Console Bundle/Xbox Live Promotional Offer.

Q: How many consoles can you purchase with this offer?

One offer per customer and per credit card.

Q: Is there an age requirement for participation in this offer?

The purchaser must be at least 18 years of age.

Q: Can you get a family subscription when you’re on the Xbox 360 Entertainment For All Plan?

No, you cannot get a family subscription on this plan.

Cancellations and returns

Q: Can you cancel your Xbox 360 Entertainment For All Plan if you return the console?

Yes, as long as the console is returned within the retailer return policy time window, the plan will be automatically canceled within 24 hours.

Q: What are the cancellation terms if you cancel your Xbox 360 Entertainment For All Plan within the retailer return period?

You can cancel without paying the Early Termination Fee (see below) within the retailer return period from the date you purchased the console bundle and receive a refund of the purchase price (less the non-refundable first-month subscription fee of $14.99). You must return the entire console bundle along with proof of purchase, and the subscription will be automatically canceled. You must return the complete console bundle, including the console, Kinect sensor, and any accompanying accessories in the original packaging, undamaged and in good working condition.

Q: What are the cancellation terms if you cancel your Xbox Live membership within the retailer return period?

You can cancel your Xbox Live membership without paying the Early Termination Fee (described in the next question/answer) if it’s within the retailer return period. You are eligible to receive a refund of the Xbox 360 hardware purchase price (less the one or more months of non-refundable subscription fees of $14.99) if you return all the Xbox 360 hardware you acquired as part of the offer with proof of purchase during the retailer return period. You must return the Xbox 360 hardware with all accompanying accessories, including the packaging with all original contents, undamaged and in good working condition.

Year one of subscription (months post-purchase)

Months post-purchase 1 2 3 4 5 6 7 8 9 10 11 12
ETF for cancellation $250 $250 $250 $240 $228 $216 $204 $192 $180 $168 $156 $144

Year two of subscription (months post-purchase)

Months post-purchase 13 14 15 16 17 18 19 20 21 22 23 24
ETF for cancellation $132 $120 $108   $96   $84   $72   $60   $48   $36   $24    $12     $0

Q: Where should you go to cancel the Xbox Live membership that's associated with this offer after the retailer return period?

After the retailer return period, you should go online to the Xbox account management page to cancel your membership. Your credit card will be charged an Early Termination Fee as detailed earlier on this page, along with any past due monthly charges.

Q: What should you do if you return your console with the retailer return period but still receive an ETF?

To ask for a refund on the ETF, contact Xbox Support using the Assistance information at the bottom of this page.

Q: What should you do if you accidentally cancel your Xbox 360 Entertainment For All Plan?

If you accidentally canceled your Xbox 360 Entertainment For All Plan and want to reactivate your subscription, contact Xbox Support using the Assistance information at the bottom of this page.

Activating your account at home

Q: To set up your console and Xbox Live Gold membership at home, what do you need to do?

You will get a purchase confirmation email message delivered to the email address that you provided during the sign-up process. This communication has additional action items and links to help you activate your account. Once the account is formally activated, you set up your Xbox 360 console and configure the associated Xbox Live Gold membership on the console. You can also visit live.xbox.com/activate and enter the code provided on the printed page received from the retailer.

Q: Can you use you Xbox 360 console if you’re not connected to Xbox Live?

Yes, you can use the Xbox console without Xbox Live connectivity.

Q: Who do you contact if you experience any technical issues?

If you experience any technical issues with the Xbox 360 or Xbox Live, contact Xbox Support at (800) 4MY XBOX.

Miscellaneous

Q: Does this offer include an HDMI cable?

No, HDMI cables are an optional accessory. They are recommended for the best user experience for customers with HDTVs. An HDMI cable can be purchased separately.

Q: What consoles are available in this program?

The Xbox 360 4GB Console with Kinect, the Xbox 360 250GB Console with Kinect, and the Xbox 360 250GB console are available for this offer. Special Edition consoles are not available in this program.

Q: What are the main features of Xbox Live once you’ve signed up?

Xbox Live is the online service for Xbox 360—and a whole lot more! Your TV is transformed into a connected entertainment experience with Xbox Live. You can play Kinect and controller games with online friends wherever they are, and you can instantly watch HD movies, TV shows, and sports.

Q: Who would you recommend this offer to?

Anyone who wants to get into entertainment and gaming at a great price.

Q: Will I need any additional equipment (cables, controllers, or other equipment) with this offer?

No, you get everything you need to start playing Xbox right out of the box! However, you can purchase optional additional items, such as an HDMI cable, controllers, or other accessories for an enhanced experience.

Q: What happens if your console breaks? Will you still be accountable for the subscription?

The standard one-year console warranty applies. However, extended warranties are available from Microsoft or through your retail services. You are still accountable for any remaining balance on the two-year subscription if your console breaks.

Q: If you recently purchased a console, would you be able to exchange it for this offer?

You cannot exchange a recently purchased console for this offer unless you are within the retailer return policy window. Refer to the specific return policy of the retail store where you bought the console.

The Xbox 360 Entertainment For All Plan promotion is ending on June 1, 2013, at 10pm PST. Microsoft will stop accepting these codes and stop activating new customers on this plan at 10:00pm Pacific Time on June 30, 2013. If you miss the deadline, call 800-4MY-XBOX to receive a full refund.

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