Xbox Live Service Refunds

Please note: The information on this page applies only to Xbox Live memberships used with the original Xbox® video game system. For Xbox 360 account information, see our Xbox 360 Account Management FAQ.

If you modify your Xbox Live renewal subscription type you may receive a pro-rated refund for your unused period of service, depending upon the type of change you make to your Xbox Live subscription. Refunds apply if you modify renewal subscriptions as described below, but are not available for initial subscriptions created with an Xbox Live Starter Kit and are not available if you cancel your Xbox Live subscription for any reason.

Modifying Your Subscription

You can view and modify your current Xbox Live subscription type by selecting Account Management, and then Subscriptions in the Xbox Live Now Dashboard. You can modify your current and renewal subscriptions as described below.

Subscription Refunds

If your current subscription to Xbox Live is monthly, you will receive a pro-rated refund if you modify your subscription type using the Xbox Live Now Dashboard. If your current subscription to Xbox Live is an annual subscription, you will receive a pro-rated refund only if you modify your subscription type using a subscription code.
If you receive a refund, Microsoft will credit your Xbox Live account. This credit will be identified as "Microsoft Online SVCS Credit" on a subsequent statement (typically your credit card statement) from the financial institution you named in the billing method for your Xbox Live account.

The amount of your refund is determined by this formula:

(A / B) * C

where:

A is the number of days between your account modification date and the next billing date.
B is the number of days between your previous billing date and your next billing date.
C is the bill rate for your subscription.

Note Your initial subscription used to create your Xbox Live account is neither monthly nor annual. Subscriptions created with Xbox Live Starter Kits or two-month free trial cards are created with subscription codes, which cannot be modified and are not refundable. An online monthly or annual subscription is available only as a renewal of a previous subscription.

Refunds examples

1. Monthly Subscription to Annual Subscription

Suppose you have a monthly subscription at £4.99 for one month of service. During this service period, you choose to modify your subscription to an annual subscription at £39.99 for 12 months of service. Your monthly subscription was activated on October 17, so your next billing date would have been November 17. In the Xbox Live Now Dashboard, you choose to switch from Monthly to Annually on October 22. To modify your subscription:

Go to Account Management and select your Xbox Live account.
Select Subscription. You will currently see the details of your existing monthly subscription.
Select Modify.
Enter the last four digits of your billed credit or debit card.
Select Annually.

Your account will be changed immediately from monthly to annual. You will be refunded for any unused days of service for your previous monthly subscription as follows:

26 is the number of days between your account modification date (October 22) and the next billing date (November 17).
31 is the number of days between your previous billing date (October 17) and your next billing date (November 17).
£4.99 is the bill rate for your subscription.
(26 / 31) * £4.99 = £4.19

For this example, your refund would be £4.19 for the remainder of your monthly subscription, and you will be billed in full for the annual subscription that you switched to.

2. Annual to Starter Kit

Suppose you have an annual subscription at £39.99 for 12 months of service. During this service period, you receive a starter kit and choose to renew your subscription using your subscription code contained within the starter kit. Your annual subscription was activated on November 16, 2002 so your next billing date would have been November 16, 2003. In the Xbox Live Now Dashboard, you choose to switch from Anually to Subscription Code and enter your subscription code on October 30, 2003. To modify your subscription:

Go to Account Management and select your Xbox Live account.
Select Subscription. You will currently see the details of your existing annual subscription.
Select Modify.
Enter the last four digits of your billed credit or debit card.
Select Subscription Code.
Enter your subscription code from the subscription card in your starter kit.

Your subscription code will activate 12 months of additional service immediately, and you will be refunded for any unused days of service from your previous annual subscription as follows:

17 is the number of days between your account modification date (October 30, 2003) and the next billing date (November 16, 2003).
365 is the number of days between your previous billing date (November 16, 2002) and your next billing date (November 16, 2003).
£39.99 is the bill rate for your subscription.

(17 / 365) * £39.99 = £1.86

For this example, your refund would be £1.86

3. Monthly to Starter Kit

Suppose you have a monthly subscription at £4.99 for one month of service. During this service period, you receive a starter kit and choose to renew your subscription using your subscription code contained within the starter kit. Your monthly subscription was activated on November 16 so your next billing date would have been December 16. In the Xbox Live Now Dashboard, you choose to switch from Monthly to Subscription Code and enter your subscription card code on December 1. To modify your subscription:

Go to Account Management and select your Xbox Live account.
Select Subscription. You will currently see the details of your existing monthly subscription.
Select Modify.
Enter the last four digits of your billed credit or debit card.
Select Subscription Code.
Enter your subscription code from the subscription card in your starter kit.

Your subscription code will activate 12 months of additional service immediately, and you will be refunded for any unused days of service for your monthly subscription as follows:

15 is the number of days between your account modification date (December 1) and the next billing date (December 16)
30 is the number of days between your previous billing date (November 16) and your next billing date (December 16).
£4.99 is the bill rate for your subscription.
(15 / 30) * £4.99 = £4.19

For this example, your refund would be £4.19

Renewing Subscription Code Subscriptions

You can modify your renewal subscriptions for subscriptions created with subscription codes by using the Xbox Live Now Dashboard. Specifically, you can change your renewal subscription to monthly, annual, or another subscription code. However, once you modify your renewal subscription using a second subscription code, you cannot make further modifications to your subscription until your renewal subscription becomes active.

For example, if you activated your current subscription to Xbox Live by entering a 12-month subscription code from an Xbox Live Starter Kit, you can select Monthly, Annually, or Subscription Code as your subsequent renewal type.

If you activated your current subscription to Xbox Live by entering a two-month free trial code included with certain Xbox Live enabled games, you can select Monthly, Annually, or Subscription Code as your subsequent renewal type.

If you have not yet entered the subscription code for the renewal subscription, contact your retailer to determine whether you can receive a refund for your unused Xbox Live Starter Kit or 12-month subscription card.

Renewing Annual Subscriptions to Monthly Subscriptions

If your active subscription is annual, you can modify the renewal subscription to monthly using the Xbox Live Now Dashboard. However, this does not affect your current annual subscription, only the subsequent renewal subscription.

Xbox Live Terms of Use

For more information about the Xbox Live refund policies, see the Xbox LiveTerms of Use.

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