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 24 months of Xbox Game Pass Ultimate, which includes access to more than 100 high-quality games and online multiplayer with Xbox Live Gold, with no upfront cost. When you’ve made 18 full payments, you’ll have the option to apply for an upgrade to the next Xbox console by entering into a new finance agreement and paying any applicable fees. With everything you need to play, Xbox All Access is the best value in gaming. From £17.99 a month with promotional 0% p.a. for 24 months with Klarna.* You can see more details in the Klarna credit agreement here.

Special promotions, such as the special upgrade offer on Xbox One X, may allow you to apply (subject to eligibility) for earlier upgrades; see the specific promotion terms below for more details.

Which Xbox One consoles can I buy with Xbox All Access?
Xbox One X, Xbox One S, and Xbox One S All-Digital Edition console bundles, pending availability at participating retailers, can be purchased with Xbox All Access. Check with participating retailers for specific console availability. Xbox All Access is not available for Xbox One pre-orders.

Are there any special promotions for Xbox All Access?
Yes. For a limited time, customers who purchase an Xbox One X with Xbox All Access by 31 December, 2019, have the option to apply for an upgrade to Project Scarlett (expected end of 2020) after 12 months. Terms apply.*

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 24 months of Xbox Game Pass Ultimate, which includes access to more than 100 high-quality games and online multiplayer with Xbox Live Gold, with no upfront cost. When you’ve made 18 full payments, you’ll have the option to apply for an upgrade to the next Xbox console by entering into a new finance agreement and paying any applicable fees. From £17.99 a month with promotional 0% p.a. for 24 months with Klarna.*

Special promotions, such as the special upgrade offer on Xbox One X, may allow you to apply (subject to eligibility) for earlier upgrades; see the specific promotion terms below for more details.

While we’re always looking for new ways to give gamers the best value and choice, right now you can’t add other items such as Xbox accessories or extended warranties to your Xbox All Access monthly payment at this time. However, additional items can be purchased separately.

Does Microsoft provide the financing for Xbox All Access?
No. Microsoft is not extending credit and does not determine credit terms or eligibility. Financing is issued and serviced solely by Klarna Bank AB (publ), Sveavägen 46, 111 34, Stockholm, Sweden. Klarna provides financing for Xbox All Access and determines qualifications for and terms of credit. You’ll receive a monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna account showing your Xbox All Access purchase. Customers also receive a push notification when the account statement is ready and viewable in the app.

Can I use my credit card instead of Klarna financing for my Xbox All Access purchase?
No. Low monthly payments for Xbox All Access are only available through Klarna financing.

Are there any fees with Klarna financing for Xbox All Access?
In order to maintain your 0% p.a. promotional rate for your Xbox All Access purchase and avoid additional fees, you must pay the Interest-Saver amount before the due date shown on your statement each month. Note, if you pay your minimum payment or miss two consecutive payments, this transforms your Xbox All Access 0% p.a. promotional rate to Klarna's standard account rate of 18.9%, increasing the total amount you have to pay. To not miss a payment, Klarna recommends you set up autopay for the Interest-Saver payment option. To do so, sign in to the Klarna app (or web), select the Payment Methods option from the settings menu, and follow the instructions to link your bank account.

How does the Xbox All Access upgrade option work and where can I apply for an upgrade?
Upgrading to the next Xbox console version is easy:

  1. Customers have the option to apply for an upgrade to the next Xbox console (expected end of 2020) after making the equivalent of 18 full payments. Special promotions, such as the special upgrade offer on Xbox One X, may allow you to apply (subject to eligibility) for earlier upgrades; see the specific promotion terms below for more details. Check your upgrade eligibility with Klarna at https://www.klarna.com/uk/customer-service/.
  2. Once you’ve confirmed that you’re eligible to upgrade, get the next Xbox console with a new Xbox All Access purchase from the same retail partner where you joined the program, entering into a new finance agreement and paying any applicable fees.

You’ll need to trade in all products included in your original Xbox All Access purchase, including the Xbox One console, controller, and power cord, when upgrading. Products must be in good condition in order to be eligible for trade-in and upgrade. If upgrading, you’ll receive a special kit in the post allowing you to package your original Xbox All Access console to send back within 15 days of upgrade. For more information about requirements for trade-in hardware, see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

When can I upgrade to the next Xbox console?
Xbox All Access customers have the option to apply for an upgrade to the next Xbox console (expected end of 2020) after making the equivalent of 18 full payments and paying any applicable fees. Special promotions, such as the special upgrade offer on Xbox One X, may allow you to apply (subject to eligibility) for earlier upgrades; see the specific promotion terms below for more details. Upgrade eligibility criteria can be found at Xbox.com/XboxAllAccessTerms.

Can I combine Xbox All Access with any other promotional offers?
Xbox All Access is an exclusive, standalone offer and can’t be combined with other offers, such as temporary price reductions or trade-ins, unless specifically stated.

Where can I buy Xbox All Access?
Xbox All Access is available at GAME and Smyths Toys and coming to more retailers in 2020.

Payments and financing

How do I contact Klarna for financing related questions?
Sign in to the customer portal at app.klarna.com at any time to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team at app.klarna.com or https://www.klarna.com/uk/customer-service/.

Is Klarna financing required for my Xbox All Access purchase?
Yes. Klarna lets you enjoy Xbox All Access with no upfront cost, a low monthly price, and promotional 0% p.a. for 24 months with Klarna.

What is Klarna financing?
The first time you purchase with Klarna financing, you’ll be asked to apply for a Klarna account. If you’re approved, Klarna will create an account for you and your order will be placed. Klarna financing for Xbox All Access is a promotional plan on the Klarna account that lets you spread the cost into equal monthly payments with promotional 0% interest and no upfront cost. If you make your payments by the due date each month, the monthly payment shown should allow you to pay off the purchase within 24 months with no extra cost (0% p.a.). If you choose to pay your minimum payment instead of your Interest-Saver payment, you’ll lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

Example: The standard interest rate on purchases is 18.9% p.a. (variable), so if you borrow £750, the example APR will be 18.9% (variable).

Will my credit be impacted when I apply for Klarna financing?
You’ll be asked to complete a credit application for your Xbox All Access purchase. The application process includes the option to see if you’ll likely qualify for financing with a soft credit check that won’t impact your credit score. To make a purchase, you’ll be asked to complete a financing application, and a full credit check will be made that may impact your credit score.

How do I make payments with Klarna?
Simply select the Make a Payment button in your monthly statement email, which Klarna will send you on or around the 7th of every month. If you don’t have your monthly statement email at hand, you can sign in at https://app.klarna.com/login or via the Klarna app, which is available on Android and iOS. Follow the steps to request a new login https://app.klarna.com/login, which will be sent to your email address. To never miss a payment, Klarna recommends you set up autopay. To do so, sign in to the Klarna app (or web), select the Payment Methods option from the settings menu, and follow the instructions to link your bank account. Alternatively, you can opt to pay monthly with your bank account or debit card. You’ll be presented with a minimum or Interest-Saver payment, or you can enter a custom amount. Xbox All Access is a promotional purchase which is due at the end of each month. Note, if you pay your minimum payment, this transforms your Xbox All Access promotional rate to Karna's standard rate account, which is charged at 18.9% interest.

Where can I view my Klarna account summary and payment history?
Sign in to the Klarna customer portal https://app.klarna.com/login or via the Klarna app, which is available on Android and iOS, to review your purchases and settle your monthly statement. If you need further assistance, contact Klarna’s Customer Service team at https://www.klarna.com/uk/customer-service/.

Can I pay off the remaining balance of my Klarna financing agreement sooner than 24 months, to qualify for the next Xbox console upgrade?
Yes. Once the next Xbox console is available (expected end of 2020), Xbox All Access customers who have made 18 full payments have the option to apply for an upgrade by entering into a new finance agreement and paying any applicable fees. Special promotions, such as the special upgrade offer on Xbox One X, may allow you to apply (subject to eligibility) for earlier upgrades; see the specific promotion terms below for more details.

About Xbox Game Pass Ultimate

What is Xbox Game Pass Ultimate and what are its benefits?
Xbox Game Pass Ultimate 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 together with friends on the most advanced multiplayer network, and discover your next favourite game. Learn more at https://xbox.com/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 Xbox Game Pass 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 cannot be unconverted. Learn more at https://xbox.com/gamepass.

What happens to my Xbox Game Pass Ultimate membership if I return my Xbox All Access purchase?
If you redeemed the 24-month Xbox Game Pass Ultimate membership 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 Game Pass memberships are converted to Xbox Game Pass Ultimate, Xbox Live Gold and other Game Pass memberships cannot be unconverted. Learn more at https://xbox.com/gamepass.

Redeeming Xbox Game Pass Ultimate

I’ve purchased Xbox All Access. How do I redeem Xbox Game Pass Ultimate?
Your 24-month Xbox Game Pass Ultimate membership is delivered directly to your console. Redeem it during initial console setup or later in Settings.

To redeem during initial setup:

  1. Complete physical console setup (i.e., unboxing, connections, etc.).
  2. Turn on your Xbox console and follow the guided on-screen setup instructions.
  3. In the Account steps, sign in with the Microsoft account you want to use for Xbox Game Pass Ultimate.
  4. On the screen titled This Xbox comes with, choose Xbox All Access, and then select Claim it. Alternatively, you can choose Decide later and redeem the membership from Settings using your current account or another account.

To redeem in Settings:

  1. Make sure you’re signed in with the Microsoft account you want to use for Xbox Game Pass Ultimate.
  2. Press the Xbox button to open the guide.
  3. Select System > Settings > Account.
  4. Under Account, select Included with this Xbox.
  5. Select Xbox All Access, and then select Claim it.

What should I do if I purchased Xbox All Access but don’t see an option to redeem Xbox Game Pass Ultimate on my console?
If you don’t see an option to redeem your Xbox Game Pass Ultimate through initial setup and/or through Settings, contact the retailer where you purchased Xbox All Access directly. They’ll need to verify your Xbox All Access account, your console serial number, and determine next steps.

Does the 24-month Xbox Game Pass Ultimate membership have to go to whoever bought Xbox All Access?
No, anyone can redeem the membership on the console purchased with Xbox All Access.

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 the entire 24-month Xbox Game Pass Ultimate membership from the retailer at the time of purchase. The purchase is subject to the retailer’s return policy. Your purchase must be returned within 30 days (or less if the retailer’s return period is shorter). Contact your Xbox All Access retailer for more details about returns.

If I return my Xbox All Access purchase, do I need to take further action to cancel Klarna financing? What happens to my Klarna account if I make a return?
Once the return has been completed by the retailer, no further action is required to your Klarna account.

Can I cancel my Xbox Game Pass Ultimate membership and reduce my payments?
No. The Xbox Game Pass Ultimate membership is included in the Xbox All Access purchase. You cannot cancel your membership and reduce your monthly payment.

Repairs and warranty

What happens if my console breaks?
With Xbox All Access, you own the console and 24-month Xbox Game Pass Ultimate membership outright upon purchase. The Microsoft Limited Warranty covers the Xbox console and Xbox controller for one year, irrespective of the length of your financing term. If your console and/or controller malfunction after that one-year period, you would be responsible. Note, monthly payments will continue until the remaining balance on your Klarna account is paid in full, even if your Xbox console is not working. For additional support information, see https://support.microsoft.com/devices.

Upgrading

What determines if my Klarna account is up to date?
To be eligible to upgrade, customers must have made 18 full payments and your Klarna account must be up to date—meaning you have made timely payments, you do not have any payments that are past due, and you have sufficient credit available to buy the next Xbox console with Xbox All Access. Special promotions, such as the special upgrade offer on Xbox One X, may allow you to apply (subject to eligibility) for earlier upgrades; see the specific promotion terms below for more details.

What is the upgrade fee?
There is no upgrade fee for customers upgrading from an Xbox One S or Xbox One X to the next Xbox console. Customers upgrading from an Xbox One S All-Digital Edition console will be charged a £15 upgrade fee. Upgrades require a new Xbox All Access purchase and trade-in of the Xbox One console, controller, and power cord associated with the previous Xbox All Access purchase in good condition.

Can I upgrade from an Xbox One S to an Xbox One X?
The Xbox All Access upgrade option allows you to apply for an upgrade from an Xbox One console to the next Xbox console only, expected end of 2020 (excludes Xbox One X, Xbox One S, and Xbox One S All-Digital Edition).

Will my credit be impacted at time of upgrade?
Klarna reserves the right to perform a credit inquiry as needed to determine financing eligibility. Depending on your account performance and transactional history with Klarna, Klarna may approve or deny credit.

What happens to my existing Xbox Game Pass Ultimate membership when I upgrade?
When you upgrade to the next Xbox console, your unpaid months from the original 24-month Xbox Game Pass Ultimate membership will be removed from your Microsoft account. You’ll receive another 24-month Xbox Game Pass Ultimate membership as part of your new Xbox All Access purchase.

Microsoft contact address: Xbox All Access, Microsoft Campus, Thames Valley Park, Reading, Berkshire, RG6 1WG

Game Retail Limited acts as a credit broker and not a lender. Game Retail Limited offers credit products provided by a limited number of finance providers. Terms and conditions apply. Subject to status. Only available to UK residents 18 or older.

Smyths Toys UK Limited acts as a credit intermediary and offers credit products provided exclusively by Klarna Bank AB (publ).

† Financing issued and serviced solely by Klarna Bank AB (publ), Sveavägen 46, 111 34, Stockholm, Sweden. Application decisions are made solely by Klarna Bank AB. Subject to financial circumstances. You must be at least 18 and a UK resident. If you make your payments by the due date each month, the monthly payment shown should allow you to pay off the purchase within 24 months with no extra cost (0% APR). If you have other balances on your account, this monthly payment will be added to the monthly payment applicable to those balances. If you miss two consecutive payments, the interest and charge free arrangement will cease and you’ll be required to pay interest and charges on all future repayments in accordance with the terms of the credit agreement.

Example: The standard interest rate on purchases is 18.9% p.a. (variable), so if you borrow £750, the example APR will be 18.9% (variable).

*At participating retailers; prices vary by console. A 24-month subscription to Xbox Game Pass Ultimate includes Xbox Live Gold, Xbox Game Pass for Console, Xbox Game Pass for PC, and other benefits; game catalog varies over time. Internet access required (ISP fees apply). Membership conversion: Any outstanding time on your existing Xbox Live Gold and Xbox Game Pass membership(s) will automatically convert to Ultimate at a preset conversion ratio; learn more xbox.com/gamepass. Digital Direct: Your 24-month Xbox Game Pass Ultimate membership is delivered directly to your console during setup and is available in Settings; no codes required. Upgrade: You are eligible to apply for upgrade to the next Xbox console coming at the end of 2020 (excludes Xbox One X, Xbox One S, and Xbox One S All-Digital Edition) after you have made the equivalent of 18 full payments (and any upgrade may be subject to eligibility requirements). Microsoft or Klarna may contact you to notify you about your upgrade options. Upgrading from Xbox One S All-Digital Edition will require payment of a £15 upgrade fee (subject to change). New application with Klarna, contract, terms, pricing, and any applicable fees apply. Requires return of console in good condition or payment of the console balance. The next Xbox console available under the upgrade option may vary due to applicable laws. See product and upgrade terms at Xbox.com/XboxAllAccessTerms.

**Savings based on Estimated Retail Price of items sold separately; actual savings may vary. See retailer for details.

Special Upgrade Offer Terms: Upgrading to Project Scarlett is subject to its release and availability at the time you wish to upgrade. Upgrade requires at least 12 full payments on your original Xbox All Access contract, and entering into a new fixed term financial agreement with Klarna for purchase of a new 24-month Xbox All Access contract for Project Scarlett, expected end of 2020, which will be subject to Klarna’s terms and conditions. Offer valid for original purchase of Xbox One X with Xbox All Access through 31 December, 2019; not available with Xbox One S or Xbox One S All-Digital Edition. New application with Klarna, contract, terms, and pricing apply. Requires return of console in good condition or payment of the console balance. See product and upgrade terms at Xbox.com/XboxAllAccessTerms.

Was this article helpful?

Yes
No

Thank you for your feedback

Thanks for your feedback!

We're sorry this article didn't solve your problem. We won't give up and neither should you. Try this community option, below.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Provide feedback for this topic

255 characters remain.
To protect your privacy, please do not include contact information in your feedback.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Contact Us

Would you like to contact Support regarding the "Xbox All Access FAQ" issue you were reading about or a different issue?