Xbox All Access: FAQs

General Questions

Q: Can I add additional items to my Xbox All Access purchase for a low monthly price?

A: While we’re always looking for new ways to give gamers the best value and choice, at this time you can’t add other items to be included in your Xbox All Access monthly payment. Additional items can be purchased separately.

Q: Does Microsoft provide the financing for Xbox All Access?

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

Q: Can I use my credit card instead of a Citizens Pay Line of Credit for my Xbox All Access purchase?

A: No. Low monthly payments for Xbox All Access are available only through a Citizens Pay Line of Credit.

Q: Are there any fees for my Citizens Pay Line of Credit for Xbox All Access?

A: There are no application fees, annual fees, late fees, or early repayment fees for your Citizens Pay Line of Credit for Xbox All Access. Late payments may be reported to credit bureaus.

Q: What happens if I’m approved for a Citizens Pay Line of Credit for Xbox All Access but was not able to complete my purchase because the Xbox console was out of stock?

A: Your Citizens Pay Line of Credit for Xbox All Access will be available for 150 days from the day you were approved. If an Xbox console goes out of stock, check back regularly as new inventory becomes available. If you find an Xbox console in stock, be sure to choose the Xbox All Access option on the item detail page, then select Look up your info to access your previously approved Citizens Pay Line of Credit.

If you have an Xbox console with Xbox All Access saved for later, you can add it to your cart only if it’s back in stock at the store you originally chose for pickup.

Q: With Xbox All Access, you have the option to upgrade from Xbox One to Xbox Series X or Xbox Series S.† How does the Xbox All Access upgrade option work and where can I upgrade?

A:

1. Complete Upgrade Purchase:

Purchase Xbox Series X or Xbox Series S with Xbox All Access at Target (subject to availability).

If you previously made your Xbox All Access purchase at another retailer, you must select Apply now with Citizens Pay after choosing the Xbox All Access option on the item detail page to apply for a new Citizens Pay Line of Credit.

If you previously made your Xbox All Access purchase at Target, you must select Look up your info after choosing the Xbox All Access option on the item detail page to access your existing Citizens Pay Line of Credit.

2. Select “upgrade” in post-purchase email from Citizens Pay

Upon completion of your Xbox Series X or Xbox Series S purchase with Xbox All Access, you’ll receive an email from Citizens Pay asking you to confirm your intent to upgrade. This is a required step to ensure you receive a trade-in kit to mail back your original console as part of the upgrade process.

Note: If you do not respond to confirm your intent to upgrade, you will not receive a trade-in kit and your monthly payments for your original Xbox All Access purchase will continue until you’ve paid off the full remaining balance of your original Xbox All Access purchase.

3. Complete Minimum Required Payments:

Continue to make monthly payments on your original Xbox All Access purchase until your minimum payment requirement for upgrade is met. Learn more about your progress toward the minimum payment requirement by selecting the check your upgrade payment status link on Xbox.com/xboxallaccess-upgrade.

Once you complete the minimum required payments, as long as you have confirmed your intent to upgrade with Citizens Pay, your monthly payments for the original Xbox All Access purchase will be placed on hold and you will be mailed a trade-in kit.

4. Trade in original Xbox All Access console bundle:

• Use the trade-in kit to mail back your original Xbox All Access console bundle including: (a) the Xbox One console, (b) controller and (c) power cord. The trade-in kit will not be accepted by Target, it must be mailed back using the provided shipping label and box.
• All 3 items (Xbox One console, controller and power cord) must be in good condition and mailed back within 14 days of receiving the trade-in kit or you will be charged for the remaining balance of your console.
• Once you mail back your trade-in kit and your upgrade is confirmed, you will no longer owe the remaining balance on the original Xbox All Access purchase.
• You will receive an email to confirm your upgrade is complete.

†Upgrading to Xbox Series X or Xbox Series S is subject to release and availability at the time you upgrade. New contract, terms, and pricing required for upgrade; monthly payments may be higher. Upgrade requires return of console, controller and power cord in good condition. Upgrade eligibility criteria can be found at Xbox.com/XboxAllAccessTerms.

Q: When can I upgrade to the next Xbox console?

A: Xbox All Access customers will have the option to upgrade when the next Xbox console, Xbox Series X or Xbox Series S, is available.

To make your upgrade purchase, you will need to meet the following criteria:

• You must have an existing Citizens Pay Line of Credit for Xbox All Access in your name.
• Your payments must be current and not past due.
• You must have sufficient funds available in the Citizens Pay Line of Credit for Xbox All Access to make a purchase.

Citizens Pay 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 Pay may approve your new Line of Credit without your credit being impacted.

In order to receive a trade-in kit to complete your upgrade process, you must first meet the minimum payment requirement for your original Xbox All Access purchase. To satisfy this requirement, you need to make the equivalent of 18 payments, unless you purchased an Xbox One X with Xbox All Access before December 31, 2019, in which case you need to make the equivalent of 12 payments.

Learn more about your progress toward the minimum payment requirement by selecting the check your upgrade payment status link on Xbox.com/xboxallaccess-upgrade.

Upgrading to Xbox Series X or Xbox Series S is subject to release and availability at the time you upgrade. New contract, terms, and pricing required for upgrade; monthly payments may be higher. Upgrade requires return of console, controller and power cord in good condition. Upgrade eligibility criteria can be found at Xbox.com/XboxAllAccessTerms.

Q: Can I combine Xbox All Access with any other promotional offers?

A: No. Xbox All Access is an exclusive, stand-alone offer and can’t be combined with other offers, such as temporary price reductions or trade-ins, unless specifically stated.

Q: Can I make multiple Xbox All Access purchases?

A: Customers can make multiple Xbox All Access purchases, however only one Xbox All Access purchase can be made per transaction.

Payments / Financing

Q: How do I contact Citizens Pay for questions?

A: Please call the toll-free number at the bottom of the Citizens Pay home page at pay.citizensbank.com

Q: Is a Citizens Pay Line of Credit required for my Xbox All Access purchase?

A: Yes. A Citizens Pay Line of Credit lets you enjoy Xbox All Access for no upfront cost, a low monthly price, and 0% APR for 24 months.^

Q: What is a Citizens Pay Line of Credit?

A: A Citizens Pay 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 will receive a statement each month, and Citizens Pay 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.

Q: Will my credit be impacted when I apply for a Citizens Pay Line of Credit?

A: Citizens Pay 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 Pay may approve your new Line of Credit without your credit being impacted. 

Q: How do I make payments for my Citizens Pay Line of Credit?

A: Approved customers will receive a welcome email from Citizens Pay 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 information on your Citizens Pay Line of Credit for Xbox All Access, go to pay.citizensbank.com

Q: Where can I view my Citizens Pay account summary and payment history?

A: Citizens Pay provides an easy and secure way to view your Line of Credit information at pay.citizensbank.com. View your account summary, transaction history, and make payments using your PC or mobile device.

Q: Can I pay off the remaining balance of my Citizen Pay Line of Credit sooner than 24 months, to qualify for the next Xbox console upgrade?

A: Yes. Once the next Xbox console is available, Xbox All Access customers are eligible to upgrade to the next Xbox console after making the equivalent of 18 payments on their Citizens Pay Line of Credit for Xbox All Access.

Q: I missed a payment for my Citizens Pay Line of Credit for Xbox All Access. Who should I contact to set it right?

A: Please contact Citizens Pay directly pay.citizensbank.com for more information on terms and services.

Xbox Game Pass Ultimate

Q: What is Xbox Game Pass Ultimate and what are its benefits?

A: 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.

Q: An Xbox All Access purchase includes 24 months of Xbox Game Pass Ultimate. So, 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?

A: If you’re already an Xbox Live Gold or Xbox Game Pass member, any days remaining in your membership(s) will be converted to Xbox Game Pass Ultimate at a conversion ratio when you redeem the 24-month Xbox Game Pass Ultimate membership and added to your Xbox Game Pass 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 is less than 12 months before redeeming the 24-month Ultimate membership through Xbox All Access. You will 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.

Q: What happens to my Xbox Game Pass Ultimate membership if I return my Xbox All Access purchase?

A: 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.

Digital Direct – redemption of content

Q: I’ve purchased Xbox All Access. How do I redeem Xbox Game Pass Ultimate?

A: 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.

Q: 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?

A: If you do not see an option to redeem your Xbox Game Pass Ultimate through initial setup and/or through the Settings app, contact Citizens Pay at pay.citizensbank.com. They’ll need to verify your Xbox All Access account and determine next steps.

Q: Does the 24-month Xbox Game Pass Ultimate membership have to go to whoever bought Xbox All Access?

A: No, anyone can redeem the membership on the console purchased with Xbox All Access.

Returns / Exchanges

Q: Can I return or cancel an Xbox console/bundle purchased with Xbox All Access?

A: With Xbox All Access, you are purchasing the console and the entire 24-month Xbox Game Pass Ultimate membership from Target at the time of purchase. The purchase is subject to Target’s return policy. Your purchase must be returned within 30 days (or less, if Target’s return period is shorter). Please see Target’s return policy for further details.

Q: If I return my Xbox All Access purchase, do I need to take further action to cancel my monthly payment plan with Citizens Pay? What happens to my Citizens Pay Line of Credit for Xbox All Access if I make a return?

A: If a return is applicable to your purchase, and you return your Xbox All Access purchase, your Citizens Pay Line of Credit for Xbox All Access will be credited appropriately. If you have already made payments on your Citizens Pay Line of Credit for Xbox All Access, you will receive a check for the amount that has been paid. Target will not be directly refunding this amount at the time of the return. If no further purchases are made using your Citizens Pay Line of Credit for Xbox All Access, your account will be closed after a period of inactivity—usually 150 days.

Q: Can I cancel my Xbox Game Pass Ultimate membership and reduce my payments?

A: 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 / Warranty / Hardware Troubleshooting

Q: What happens if my console breaks?

A: 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 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 Pay Line of Credit for Xbox All Access is paid in full, even if your Xbox console is not working.

Upgrade

Q: What do I need in order to upgrade to the next Xbox console?

A: Your Citizens Pay account must be in good standing and you will 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 information, please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

Q: What determines if my Citizens Pay account is in good standing?

A: To be eligible to upgrade your Citizens Pay Line of Credit for Xbox All Access account must be in good standing—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 new Xbox All Access console.

Citizens Pay 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 Pay may approve your new Line of Credit without your credit being impacted.

Q: What happens to my payment obligations when I make an upgrade purchase?

A: As part of your upgrade process, if you purchase Xbox Series X or Xbox Series S with Xbox All Access before meeting the minimum payment requirement on your original Xbox All Access purchase, you will need to make payments for both the original Xbox All Access purchase and your new Xbox All Access purchase until your minimum payment requirement on your original Xbox All Access purchase is met.

If you confirm your intent to upgrade in the post-purchase email from Citizens Pay (see “How to upgrade” step 2 above), once you complete the minimum required payments for your original Xbox All Access purchase, your monthly payments for the original Xbox All Access purchase will be placed on hold and you will be mailed a trade-in kit. When you mail back the trade-in kit containing the original console, controller and power cord in good condition and your upgrade is confirmed, you will no longer owe the remaining balance on the original Xbox All Access purchase.

If you do not respond to confirm your intent to upgrade, your monthly payments for your original Xbox All Access purchase will continue until you’ve paid off the full remaining balance of your original Xbox All Access purchase.

If you choose to upgrade and do not return your trade-in kit, you will be responsible for the remaining balance of your original Xbox All Access console. For more information about requirements for trade-in, please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

Q: Can I return the console, controller and power cord from my original Xbox All Access purchase to Target?

A: No, you must use the trade-in kit mailed to you to return your original console, controller and power cord.

Q: How much does it cost to upgrade?

A: There is no upgrade fee for customers upgrading from an Xbox One S. 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.

Q: Can I upgrade from an Xbox One S to an Xbox One X?

A: No. The Xbox All Access upgrade option allows you to upgrade from an Xbox One S console to an Xbox Series X or Xbox Series S console only, expected Holiday 2020 (excludes Xbox One X, S, and S All Digital Edition).

Q: Will my credit be impacted at time of upgrade?

A: Citizens Pay 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 Pay may approve your new Line of Credit without your credit being impacted.

Q: Who can I contact if I still have not received my trade-in kit?

A: You will receive your trade-in kit within 3-5 business days of completing your minimum payment requirement if you confirmed your intent to upgrade in the post-purchase email from Citizens Pay (see “How to upgrade” step 2 above). If you have not received your trade-in kit, please call the toll-free number at the bottom of the Citizens Pay homepage at pay.citizensbank.com

Q: I received my trade-in kit. How quickly do I need to mail it back?

A: You will need to mail back the trade-in kit within 14 days of receiving it. You will need to return all products from 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 information, please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

Q: What happens if I do not send back my trade-in kit within 14 days?

A: If you delay returning all products from your original Xbox All Access purchase, including the Xbox One console, controller, and power cord, beyond a period of 14 days or choose not to return these items, you will be responsible for the remaining balance of your original Xbox All Access console. For more information about requirements for trade-in, please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

Q: What happens if my original console/controller/power cord are missing from the trade-in kit or are not in good condition?

A: If do not return the Xbox One console, controller, and/or power cord or they are returned in poor condition, they may be returned to you and you may be responsible for the remaining balance of your original Xbox All Access console purchase. For more information about requirements for trade-in, please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

Q: I understand my trade-in kit will be sent to the address of record from my original retail purchase. What if I’d like to change the address to send the trade-in kit?

A: Please call the toll-free number at the bottom of the Citizens Pay home page at pay.citizensbank.com

Q: What happens if I return the wrong console in my trade-in kit?

A: Only the console from your original Xbox All Access purchase will be accepted to validate your upgrade. If you return the incorrect console in your trade-in kit, it will be mailed back to you. Upon this return, if you would still like to complete your upgrade, you can use the trade-in kit to return the correct Xbox One console, which will result in a $20 re-shipping fee. This $20 re-shipping fee will appear on your next Citizens Pay statement. If you choose not to return the console from your original Xbox All Access purchase, you will be responsible for the remaining balance of your original Xbox All Access console. For more information about requirements for trade-in, please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

Q: What happens to my existing Xbox Game Pass Ultimate membership when I upgrade?

A: 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.

Important Details:

^With approval of Citizens Pay Line of Credit at 0% APR and 24-month term. Subject to individual credit approval. Taxes, shipping, and other charges are extra and may vary. See Citizens Pay Line of Credit Agreement at https://www.citizensbank.com/disclosures/XAA.aspx for full terms and conditions. Citizens Pay Line of Credit Account offered by Citizens Bank, N.A.

†At participating retailers; prices vary by console. Taxes may apply. Xbox Game Pass Ultimate: 24-month subscription; game catalog varies over time, by region, by device. Internet access required (ISP fees apply). Membership conversion: your existing Xbox Live Gold, Xbox Game Pass, and EA Play (console) membership(s) will automatically convert to Ultimate at a conversion ratio. See xbox.com/gamepass, https://www.ea.com/ea-play/terms. Game streaming: requires compatible controller (sold separately). Halo Infinite: expected 2021. Digital Direct: Your digital content will be delivered directly to your console during set-up; no codes required (xbox.com/digitaldirect). Warranty: console is under a 1 year limited hardware warranty (90 days for controller/accessories) regardless of length of financing. (Microsoft Limited Hardware Warranty: https://support.microsoft.com/warranty). See product terms at Xbox.com/XboxAllAccessTerms.

Xbox One S upgrade option: upgrade option after the equivalent of 18 payments for Xbox Series X | S only (excludes Xbox One X, S, and S All Digital Edition). New contract, terms, and pricing required for upgrade; monthly payments may be higher. 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 Pay and will be due according to the first statement issued following the upgrade. Requires return of console, controller, and power cord in good condition.