I have tried several times to resolve an issue and cannot get anywhere! I purchased jackbox party pack 3 and it is not working. I tried getting this fixed a couple times but your customer service if awful. I am not paying for this kind of epic failure. I will switch to a different provider and tell my friends not to use you if this cannot get resolved.
Sorry for the experience you're having. I'd like to see if I can help make this right. After choosing a game on X1, did you go to jackbox.tv on your device and enter the on-screen room code to pair their device and join a game?
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