Xbox All Access
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Frequently asked questions
Cancellation, returns and exchanges
Can I cancel an Xbox All Access order?
As long as your order has not been shipped or scheduled for delivery, you can cancel your order. To inquire about canceling your order, please contact Best Buy Canada with your Xbox All Access Order Number, and we will be happy to assist you.
If your order has already been shipped, you will have the option to return your order once you receive it. In order to initiate a return, you will need to contact Best Buy Canada with your Xbox All Access Order Number, and we will help you get the return process started.
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.
Please note: once converted to Xbox Game Pass Ultimate, your Xbox Live Gold and other Game Pass memberships cannot be unconverted. Learn more by visiting the Xbox Game Pass page.
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.
Can I return an Xbox console/bundle purchased with Xbox All Access?
If you would like to return your Xbox All Access bundle, the return of the console must be completed and mailed back to Best Buy within 30 days of your initial purchase.
In order to initiate a return, you will need to contact Best Buy Canada with your Xbox All Access Order Number, and we will help you get the return process started. After contacting Best Buy and if your order is eligible for return, we’ll send you an email with a prepaid return shipping label and info on how to mail the console back to us.
Please note, an Xbox All Access return cannot be completed in-store, so we ask that you please contact Best Buy Canada to initiate your return by mail.
If I return my Xbox All Access purchase, do I need to take further action to cancel my Installment loan with PayPlan™ by RBC? What happens to my PayPlan™ by RBC loan for Xbox All Access if I make a return?
Once Best Buy Canada processes your return, any applicable partial or full refund will be automatically applied to your PayPlan™ by RBC loan. Any payments made, in excess of your remaining balance, will be returned by RBC to your payment account on file. Please allow 10 business days for any applicable credits to be issued. For more information, please visit the
Can I exchange my Xbox All Access console for a different product?
No. If the Xbox console you received is defective, you may only exchange it for the same Xbox All Access console.
Digital Direct - redemption of content
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 the Settings app.
To redeem during initial setup:
- As you set up your new console, you’ll be prompted to redeem the Digital Direct offers that come with it. If you decide not to redeem them then, the offers remain on the console until they’re redeemed.
To redeem after setup in Settings app:
- Select Settings > Account > Included with this Xbox to see an overview of and redemption status of any Digital Direct offers included with your console.
- Press the Xbox button to open the guide, and then select My games & apps > See all > Full Library, and then look under Available offers to see your offers.
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?
In most cases, Xbox Game Pass Ultimate will be ready for access during the initial setup. However, please note that we are currently experiencing high demand and it may take at least 48 hours from the time you receive your order for Xbox Game Pass Ultimate to be sent to your console. After this time, we suggest that you reset your Xbox before redeeming your pass.
To reset your Xbox:
- Press the Xbox button to open the guide, and then select Profile & system > Settings > System > Console info.
- Select Reset console. You’ll see several options. Select Reset and keep my games & apps. If this option does not work, select Reset & remove everything.
If you still do not see an option to redeem your Xbox Game Pass Ultimate through initial setup and/or through the Settings app, please with your Xbox All Access Order Number and console Serial Number. Our Best Buy Customer Service team will need to verify your Xbox All Access account and determine next steps.
Repairs, Warranty and Hardware Troubleshooting
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. If your console breaks within 30 days, please review our Return Policy for complete details on how to complete a return or exchange. If you have additional questions, please Contact Best Buy Canada for more information.
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 PayPlanTM by RBC loan for Xbox All Access is paid in full, even if your Xbox console is not working.
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