Xbox All Access FAQ

You’ve heard the news. Here you’ll find answers to the common questions.

Frequently asked questions

About Xbox All Access

What is Xbox All Access?
With Xbox All Access, you get an Xbox One console and a 24-month Xbox Game Pass Ultimate membership, including access to more than 100 high-quality games and online multiplayer with Xbox Live Gold, from $27 a month when you stay connected for 24 months. With no upfront cost, Xbox All Access is a great value in gaming.

What do I need to do to be eligible to take up Xbox All Access?
To get Xbox All Access, you need to have an existing or take up a new Telstra post-paid service. This includes post-paid services such as mobile and fixed broadband plans. If you only have a Telstra pre-paid service or are a small business customer, you’re not eligible to take up Xbox All Access.

Which Xbox One consoles can I buy with Xbox All Access?
An Xbox One X or Xbox One S Forza Horizon 4 bundle can be purchased with Xbox All Access. Check with Telstra for specific console availability.

Can additional items be added to my Xbox All Access purchase for a low monthly price?
With Xbox All Access, you get an Xbox One console and a 24-month Xbox Game Pass Ultimate membership, which includes access to more than 100 high-quality games and online multiplayer with Xbox Live Gold, from $27 a month for 24 months. Plus, 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 promotional 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.

Does Microsoft provide the financing for Xbox All Access?
No. Microsoft is not extending credit and does not determine credit terms or eligibility. Telstra provides a repayment option for Xbox All Access and determines qualifications for and terms of this repayment. You’ll receive a monthly billing statement from Telstra for your Xbox All Access purchase. Telstra is a brand name of Telstra Corporation Ltd.

Is a Telstra account required for my Xbox All Access purchase?
Yes. You need a Telstra account, which contains a Telstra post-paid service that lets you enjoy Xbox All Access for no upfront cost and a low monthly price for 24 months.

Are there any fees for my Telstra account for Xbox All Access?
There are no additional fees or annual fees, only the monthly package cost. A late payment fee of $15 may apply as per Telstra’s standard Terms and Conditions. If you choose to cancel your Xbox All Access account with Telstra within the first 24 months, you simply need to pay out the remainder of your console cost, with a maximum charge of $399 for the Xbox One S and $649 for the Xbox One X, reducing by an equal amount each month you maintain an active Xbox All Access account. If you cancel your Xbox All Access account early, the remainder of your Xbox Game Pass Ultimate membership will be cancelled.

How do I…

Device repayments

Will my credit score be impacted when I apply for a Telstra account?
It’s possible that your credit score may be impacted when you apply for a Telstra account. Telstra reserves the right to perform a credit inquiry as needed to determine credit eligibility.

How do I make payments for my Telstra account?
You’ll receive a welcome email from Telstra after your Xbox All Access purchase order is submitted. It’s recommended that automatic direct debit be used so that payments are received on or before the due date. For more information on your Telstra account for Xbox All Access, go to https://www.my.telstra.com.au/myaccount.

Where can I view my Telstra account summary and payment history?
Telstra provides an easy and secure way to view your Telstra account information at https://www.my.telstra.com.au/myaccount. Here you can view your account summary, transaction history, and make payments using your PC or mobile device.

Can I pay off the remaining balance of my Xbox All Access sooner than 24 months?
No, the Xbox All Access bundle offers you the ability to pay off your console over 24 months. If you cancel your Xbox All Access account, you’ll need to pay out the balance remaining on your console, which will be charged in a one-off payment on your following Telstra bill. Your Xbox Game Pass Ultimate membership will expire at the end of that billing month.

I missed a payment for my Telstra account for Xbox All Access. Who should I contact to set it right?
Contact Telstra directly on 13 22 00.

Will additional purchases made on my Xbox be charged to my Telstra bill?
No. All purchases made on the console will be billed to a credit/debit card attached to your Xbox account.

I need a refund for a purchase made on my Xbox. Who should I contact to receive this?
For all purchases made on the Xbox console, go to https://www.xbox.com/en-AU/refunds.

About Xbox Game Pass Ultimate

What is Xbox Game Pass Ultimate and what are its benefits?
An Xbox Game Pass Ultimate membership includes all the benefits of Xbox Live Gold, plus more than 100 high-quality console and PC games. New games are added all the time, so there’s always something new to play. Enjoy exclusive member deals and discounts, play with friends on the most advanced multiplayer network, and discover your next favourite game. Learn more at https://xbox.com/en-AU/gamepass.

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 24-month Ultimate membership and will be added 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 Xbox Game Pass Ultimate member, wait until your existing membership has a prepaid balance that’s less than 12 months before redeeming the 24-month Ultimate membership through Xbox All Access. You’ll be unable to redeem with more than 12 prepaid months of Xbox Game Pass Ultimate.

To check your prepaid balance, go to https://account.microsoft.com/services/. Note, once converted to Xbox Game Pass Ultimate, Xbox Live Gold and other Game Pass memberships can’t be unconverted. Learn more at https://xbox.com/en-AU/gamepass.

What happens to my Xbox Game Pass Ultimate membership if I return or cancel my Xbox All Access purchase?
A 24-month Xbox Game Pass Ultimate membership is included in the Xbox All Access bundle available at Telstra, but if you cancel your Xbox All Access account, your access to Xbox Game Pass Ultimate will also be cancelled. If you delay activation, you’ll still receive 24 months of access starting from the date of your activation, provided you stay subscribed to Xbox All Access for the full 24 months.

If you redeemed the Xbox Game Pass Ultimate token prior to returning your Xbox All Access purchase, the 24 months of Xbox All Access Ultimate will be removed from your account at time of return. Note, once your existing Xbox Live Gold and/or Xbox Game Pass memberships are converted to Xbox Game Pass Ultimate, Xbox Live Gold and other Xbox Game Pass memberships can’t be unconverted. Learn more at https://xbox.com/en-AU/gamepass.

Redeeming Xbox Game Pass Ultimate tokens

I’ve purchased Xbox All Access. How do I redeem Xbox Game Pass Ultimate?
The Xbox Game Pass Ultimate 24-month membership starts from the date you activate the token included in the box. You’ll need to use the token to activate and start enjoying the membership. For more information on how to redeem your token, see xbox.com/en-AU/howtoredeem-console.

Does the Xbox Game Pass Ultimate membership have to go to whoever bought the Xbox All Access?
The Xbox Game Pass Ultimate membership is solely for the Xbox All Access account holder and can’t be resold or transferred. Whilst another console or person can use the membership, access to the content and online gameplay will be cancelled if the Xbox All Access account is cancelled with Telstra.

I can’t redeem my Xbox Game Pass token – how do I fix it?
Try the solutions at Troubleshoot gift cards and codes.

Returns and exchanges

Can I return or cancel an Xbox One console or bundle purchased with Xbox All Access?
With Xbox All Access, you’re purchasing the console and a 24-month Xbox Game Pass Ultimate membership from Telstra at the time of purchase. The purchase is subject to Telstra’s return policy. Contact Telstra for more details about returns.

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 the Xbox All Access purchase. You can’t cancel your membership and reduce your monthly payment. If you cancel your Xbox All Access account with Telstra, your access to Xbox Game Pass Ultimate will end and you’ll need to pay out any remaining cost of your console, with a maximum charge of $399 for the Xbox One S and $649 for the Xbox One X, reducing by an equal amount each month you maintain an active Xbox All Access account.

Repairs and warranty

What happens if my console breaks?
With Xbox All Access, you own the console and have activated an Xbox Game Pass Ultimate 24-month membership upon purchase. The Microsoft Limited Warranty covers the Xbox console for 2 years (2 years for the controller and accessories), irrespective of the length of your financing term. If your console malfunctions after that 2-year period (or your controller or accessories malfunction after 2 years), you would be responsible, subject to any rights you may have under the Australian Consumer Law.

If you’re a consumer under the Australian Consumer Law, our goods come with guarantees that cannot be excluded under that law. You’re entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You’re 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. 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.

I received an error code on my device—how do I fix this?
For all software-related issues, enter the error code into the search bar to find solutions. If nothing appears, contact Xbox Support.

I don’t remember my Microsoft account username and/or password. What should I do?
For all Microsoft account-related issues, see the Lost Account Solution and/or the Lost Password Solution.

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