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, including access to over 100 high-quality games and online multiplayer with Xbox Live Gold, from $19.99 a month for 24 months.* Plus, upgrade to the next Xbox console after 18 months. With no upfront cost and everything you need to play, Xbox All Access is the best value in gaming. Special promotions, such as the holiday upgrade offer on Xbox One X, may allow 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 isn’t available for Xbox One pre-orders.

Are there any special promotions for Xbox All Access?
Yes. Get an Xbox One X with Xbox All Access this holiday and upgrade to the next Xbox console (currently called Project Scarlett) in as few as 12 months. This special holiday upgrade offer is only available for purchases of Xbox One X with Xbox All Access at participating retailers through December 31, 2019. See offer terms below.

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, including access to over 100 high-quality games and online multiplayer with Xbox Live Gold, from $19.99 a month for 24 months.* Plus, you have the option to upgrade to the next Xbox console after 18 months. Special promotions, such as the holiday upgrade offer on Xbox One X, may allow 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 be included in your Xbox All Access monthly payment at this time.

Does Microsoft provide the financing for Xbox All Access?
No. Microsoft isn’t extending credit and does not determine credit terms or eligibility. Citizens One provides financing for Xbox All Access and determines qualifications for, and terms of, credit. You’ll receive a monthly billing statement from Citizens One for your Xbox All Access purchase. Citizens One is a brand name of Citizens Bank, N.A.

Can I use my credit card instead of a Citizens One Line of Credit for my Xbox All Access purchase?
No. Low monthly payments for Xbox All Access are only available through a Citizens One Line of Credit.

Are there any fees for my Citizens One Line of Credit for Xbox All Access?
There are no application fees, annual fees, late fees, or early repayment fees for your Citizens One Line of Credit for Xbox All Access. However, late payments may be reported to the credit bureaus.

How does the Xbox All Access upgrade option work and where can I upgrade?
There are essentially two steps:

  1. After making the equivalent of 18 payments, check your upgrade eligibility with Citizens One. Special promotions, such as the holiday upgrade offer on Xbox One X, may allow for earlier upgrades; see the specific promotion terms below for more details.
  2. Once you’ve confirmed that you’re eligible to upgrade, you may purchase the next Xbox console with a new Xbox All Access purchase from the same retailer where you made the original Xbox All Access purchase.

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 online, you’ll receive a special kit in the mail allowing you to trade in these products within 15 days of upgrading. If upgrading in-store, bring these items with you at time of upgrade. For more info 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 upgrade after the equivalent of 18 payments and when the next Xbox console is available. Special promotions, such as the holiday upgrade offer on Xbox One X, may allow for earlier upgrades; see the specific promotion terms below for more details. Call Citizens One at the toll-free number at the bottom of the Citizens One home page, or go to www.service.citizensone.com for more info about the number of payments required before you are eligible to upgrade. 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.

Can I make multiple Xbox All Access purchases?
At this time there is a limit of one Xbox All Access purchase per customer.

Where can I buy Xbox All Access?
Xbox All Access is available at Amazon.com this holiday and coming to more retailers in 2020.

Payments and financing

How do I contact Citizens One for questions?
For the best customer service, call the toll-free number at the bottom of the Citizens One home page at www.service.citizensone.com.

Is a Citizens One Line of Credit required for my Xbox All Access purchase?
Yes. A Citizens One Line of Credit lets you enjoy Xbox All Access for no upfront cost, a low monthly price, and 0% APR for 24 months.*

What is a Citizens One Line of Credit?
A Citizens One Line of Credit lets approved customers buy a console with Xbox All Access for a low monthly price and no upfront cost*. This Line of Credit offers you a fixed interest rate of 0% APR for 24 months.* You’ll receive a statement each month, and Citizens One recommends setting up automatic payments in order to ensure that your bill is paid on time. There are no application fees, annual fees, early payoff fees, or late fees, however late payment may be reported to the credit bureaus.

Will my credit be affected when I apply for a Citizens One Line of Credit?
Citizens One reserves the right to perform a credit inquiry as needed to determine line of credit eligibility.

How do I make payments for my Citizens One Line of Credit?
Approved customers will receive a welcome email from Citizens One within two hours of their Xbox All Access purchase. It will contain a link to set up your account and enroll in the automatic payment program. It is recommended that the automatic payment program be used so that payments are received on or before the due date. For more info on your Citizens One Line of Credit for Xbox All Access, go to www.service.citizensone.com.

Where can I view my Citizens One account summary and payment history?
Citizens One provides an easy and secure way to view your line of credit info at www.service.citizensone.com. View your account summary, transaction history, and make payments using your PC or mobile device.

Can I pay off the remaining balance of my Citizen One Line of Credit sooner than 24 months, to qualify for the next Xbox console upgrade?
Yes. Once the next Xbox console is publicly available, Xbox All Access customers are eligible to upgrade to the next Xbox console after making the equivalent of 18 payments on their Citizens One Line of Credit for Xbox All Access. Special promotions, such as the holiday upgrade offer on Xbox One X, may allow for earlier upgrades ; see the specific promotion terms below for more details.

I missed a payment for my Citizens One Line of Credit for Xbox All Access. Who should I contact to set it right?
Contact Citizens One directly at www.service.citizensone.com for more info on terms and services.

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 over 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 favorite game. Learn more at https://xbox.com/gamepass.

What happens if I have an existing Xbox Game Pass or Xbox Live Gold membership when I buy 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 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’ll be unable to redeem with more than 12 prepaid months of Ultimate.

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

Redeeming Xbox Game Pass Ultimate

I bought 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 bought Xbox All Access but don’t see an option to redeem Game Pass Ultimate on my console?
If you do not see an option to redeem your Game Pass Ultimate through initial setup and/or through the Settings app, contact Citizens One at www.service.citizensone.com. They’ll need to verify your Xbox All Access account and determine next steps.

Does the 24-month 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/bundle purchased with Xbox All Access?
With Xbox All Access, you are 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 my monthly payment plan with Citizens One? What happens to my Citizens One Line of Credit for Xbox All Access if I make a return?
If a return is applicable to your purchase, and you return your Xbox All Access purchase, your account will be credited appropriately. If you’ve already made payments on your Citizens One Line of Credit for Xbox All Access, you’ll receive a check for the amount that has been paid. If no further purchases are made using your Citizens One Line of Credit for Xbox All Access, your account will be closed after a period of inactivity—usually 90 days.

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 can’t cancel your membership and reduce your monthly payment.

Repairs and warranty

What if my console breaks?
With Xbox All Access, you own the console and the 24-month Xbox Game Pass Ultimate membership outright upon purchase. The Microsoft Limited Warranty covers the Xbox console for one year (90 days for the controller and accessories), irrespective of the length of your financing term. If your console malfunctions after that one-year period (or your controller or accessories malfunction after 90 days), you would be responsible. Please note, monthly payments will continue until the remaining balance on your Citizens One Line of Credit for Xbox All Access is paid in full, even if your Xbox console isn’t working.

Upgrading

What do I need in order to upgrade to the next Xbox console?
Your Citizens One account must be in good standing and 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 at time of upgrade. Products need to be in good condition. For more info, see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

What determines if my Citizens One account is in good standing?
To be eligible to upgrade, you must have made the equivalent of 18 payments and your Citizens One Line of Credit for Xbox All Access account must be in good standing—meaning you’ve made timely payments, you do not have any payments that are past due, and you have sufficient credit available to buy the new Xbox All Access console. Special promotions, such as the holiday upgrade offer on Xbox One X, might allow for earlier upgrades.

How much does it cost to upgrade?
There’s 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 $20 upgrade fee. Upgrade requires 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 upgrade from an Xbox One console to the next Xbox console only, expected Holiday 2020 (excludes Xbox One X, Xbox One S, and Xbox One S All-Digital Edition).

Will my credit be affected at the time of upgrade?
Citizens One reserves the right to perform a credit inquiry as needed to determine line of credit eligibility. Depending on your account performance and transactional history with Xbox All Access, Citizens One may approve your new line of credit without your credit being impacted.

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 Ultimate membership will be removed from your Microsoft account. You’ll receive another 24-month Ultimate membership as part of your new Xbox All Access purchase.

When I upgrade to the next Xbox console, will I be required to continue making payments for my first Xbox All Access purchase?
If you choose to upgrade to the next Xbox console and trade-in your current console in good condition, payments for your original Xbox All Access purchase will be placed on hold for a brief period of time until your original console is received. You will not need to make a payment on the original console during that time. However, if you delay returning your console beyond a period of 15 days, or if it’s not in good condition, the original payments will be returned to active status and you will be responsible for making all payment required to keep your account current and in good standing. If you choose to upgrade to the next Xbox console, but also keep the console from your original Xbox All Access purchase, you will continue to be responsible for making the required monthly payments on the first original console until the balance is paid in full.

† At participating retailers; prices vary by console. 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: Your existing Xbox Live Gold and Xbox Game Pass membership(s) will automatically convert to Ultimate at a 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. Warranty: Console is under a 1-year limited hardware warranty (90 days for controller/accessories) regardless of length of financing. (Microsoft Limited Hardware Warranty). Upgrade: Upgrade option after the equivalent of 18 payments for the next Xbox console only, coming Holiday 2020 (excludes Xbox One X, Xbox One S, and Xbox One S All-Digital Edition). New contract, terms, and pricing apply. Upgrading from Xbox One S All-Digital Edition will require payment of a $20 upgrade fee (subject to change). The fee will be billed by Citizens One and will be due according to the first statement issued following the upgrade. Requires return of console, controller, and power cord in good condition. The next Xbox console available under the upgrade option is subject to FCC rules and will comply with the appropriate FCC rules when available. See product and upgrade terms at Xbox.com/XboxAllAccessTerms.

* With approval of Citizens One Line of Credit at 0% APR and 24-month term. Subject to individual credit approval. Total payment amount from $479.76; taxes, shipping, and other charges are extra and may vary (estimated retail price with Xbox One S All-Digital Edition console; prices will vary by console and retailer). See Citizens One Line of Credit Agreement at https://www.citizensone.com/XAA for full terms and conditions.

Special Holiday Upgrade Offer Terms: Upgrading to Project Scarlett is subject to its release and availability at the time you attempt to exercise your upgrade option. Upgrade requires at least 12 payments on your original Xbox All Access contract, and purchase of a new 24-month Xbox All Access contract for Project Scarlett, expected Holiday 2020. Offer valid for original purchase of Xbox One X with Xbox All Access through Dec 31, 2019; not available with Xbox One S. New contract, terms, and pricing apply. Requires return of console in good condition. Project Scarlett is subject to FCC rules and will comply with the appropriate FCC rules when available. See product and upgrade terms at Xbox.com/XboxAllAccessTerms.

Did this resolve your issue?

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?