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Sign-in problems with in-game accounts on Windows 10

Even if you sign in to your Xbox game with a gamertag, some games have a separate account sign-in when you play them. In some cases, you may be able to sign in successfully with your gamertag but not with the in-game account. Here are some solutions you can try so you can sign in.

Solution 1: Check that your network connectivity

You may not be able to use your in-game account if you lost connectivity while signing in to your game.

  1. Press the Windows button on your device or keyboard, or select the Windows icon in the lower-left corner of the main screen.
  2. Select Settings and then select Network & Internet.
  3. Make sure that the network you're connected to shows as Connected.
  4. If your network does not show as Connected or if you're having connectivity problems, scroll to the bottom of the page and select Network and Sharing Center. From there, select Troubleshoot problems and follow the instructions.

Solution 2: Check for service faults

A service fault means that although you have an online connection, the service that provides sign-in is unavailable. Check for service alerts at Xbox Live status, or see if there's an Xbox Live service alert at the top of this page. If there are any current service alerts, wait a while and then try again.

US customers only: If a specific service or app is experiencing an outage, you can request SMS or voice notification when the outage is resolved. Under the app or service name, click Notify me when this service or app is up and running.

Solution 3: Check the game publisher site

If there's a fault that isn't affecting the Xbox Live service, it may be related to the game publisher that operates the sign-in service for your game.

Visit Windows 10 Games for a list of game titles. For a Microsoft published game, you can check for any game-specific information, as well as link to the community pages for known service faults or sign-in issues. For third-party games (not published by Microsoft), you'll find links to the publisher's support and community pages.

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