CMA's Investigation against Nintendo Switch, PlayStation and Xbox

Refunds issued and changes made


CMA held Microsoft liable for unclear upfront terms, difficulty in turning off auto-renewal, and customers unknowingly paying for unused services in their auto-renewing Xbox Live Gold and Game Pass memberships.

Our analysis

Microsoft's Xbox Live Gold and Game Pass provide a platform for gamers to access a vast library of games and play with each other online. These products operate on a membership basis, with automatic renewal at the end of each contract period, requiring customers to actively take steps to cancel their subscription. The Competition and Markets Authority (CMA) has launched an investigation into the auto-renewal terms of Nintendo Switch, PlayStation, and Xbox to determine if they are unfair. During its investigation, the CMA identified concerns regarding Microsoft's auto-renewing subscriptions, including unclear upfront contract renewal terms, difficulty in turning off automatic renewal, and customers continuing to pay for services they no longer use. Microsoft has made commitments to address these concerns in the CMA's efforts to investigate the online console video gaming sector.


Microsoft has made significant improvements to its Xbox memberships following an investigation by the Competition and Markets Authority (CMA). The changes include better upfront information about auto-renewal terms, refunds for accidental renewals, reminders for inactive memberships, and clearer notifications of any future price increases.


Competition and Market Authority (CMA) and Nintendo Switch, PlayStation and Xbox

Case number

Press Release of 5 April, 2019

Related deceptive patterns

Related laws

Legal enforcement database by Leiser, Santos and Doshi

The information about laws and cases on this website is brought to you by the Leiser, Santos and Doshi enforcement database.

About us