Frequently Asked Questions

Stuck? Confused? You should find some answers here which might help you.

Where do I find my retailer code?

Simply scratch off the silver area on the back of your Game Pass. It will be a 12-digit code with dashes.

How do I use my retailer code?

Visit the website on the back of the Game Pass. Then enter the retailer code and we will send you your Game Pass digital key via email.

Why do you need my email?

We only need it to send you the digital key to redeem your Game Pass.

Which email address should I enter?

Enter an email you can access and collect emails from. Please type carefully as this cannot be changed once it is entered with your retailer code.

Why isn’t my retailer code working?

Codes are case-sensitive so check you’re entering it exactlyas it appears on the card.

If it’s still not working, visit our support page. We track all attempts at code redemption so we can trace what’s happened.

Why haven’t I received an email with my Game Pass digital key?

Check your junk and spam folders first, your filters may have put it in there.

If you still can’t find it, you can re-enter your email address and retailer code on the site. We will attempt to resend you the email.

What if I have lost my Game Pass digital key?

Don’t worry, just re-enter your email and retailer code on this site and we will send it to you again.

How do I use my Game Pass digital key?

In the email you will see a link to the Xbox Live website Game Pass page. Log in or register if needed and enter your digital key to start playing hundreds of top titles.

Why do I need to be over 18?

Only those over 18 can enter a contract and legally accept our terms & conditions.