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Dear gary edwards
Thanks for posting your question in the Microsoft Q&A Forum.
I understand you tried buying Xbox Game Pass Ultimate for £10.99, saw an "oops" error, retried successfully, but ended up with two charges and duplicate subscriptions for the same month. This can happen when a payment error message appears, but the transaction processes in the background on retry.
- Where did you attempt the purchase? Was it through the Xbox App on Windows, the Microsoft Store App, or a web browser?
- Can you confirm the specific name of the duplicate subscription?
- Is it "Xbox Game Pass Ultimate" or "PC Game Pass," and does the transaction date/time for both charges appear identical or slightly different in your bank statement/Microsoft account order history?
In the meantime, please consider trying my suggestions and let me know any new information (if possible, specify the steps you have or are taking that have not resolved your issue) so I can follow up on your case.
- Sign in to your Microsoft account at https://account.microsoft.com/services/.
- Go to [Services & subscriptions] > find the duplicate Game Pass entry > cancel the extra one (turn off recurring billing if needed).
- For the duplicate charge, request a refund here: https://support.xbox.com/en-US/help/subscriptions-billing/buy-games-apps/refund-orders > Sign in, select the duplicate purchase, and submit the request (reason: accidental duplicate).
Disclaimer: Refunds typically process in 3-5 business days if eligible. Please be patient. At the same time, Microsoft recommends that you check with your bank to see if the duplicate charge can be recovered while you wait for official information from Microsoft regarding the refund.
For additional information about refund policy, please visit this article to know more: Get a refund for apps and games purchased from Microsoft Store - Microsoft Support
Please keep me updated with anything new that you are trying with each option.
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