Error 8015D002 occurs when you try to sign in to Xbox LIVE

You see the following error message when you try to sign in to Xbox LIVE:

Account does not exist.
Status Code: 8015D002

This may mean there’s a problem with your account. For example, the security information for your account may need to be updated.

Note Before trying the solutions below, check to see if the Xbox Live service is running by going to the Xbox Live Status page.

Solutions

Solution 1: Did you recently sign up for two-step verification?

If you recently turned on two-step verification, you may not know how to sign in to apps or devices that don't accept security codes. Some apps (like the mail apps on some smartphones) and devices (like the Xbox 360) can't prompt you to enter a security proof when you try to sign in. If you get an incorrect-password error with an app or device, you'll need to create a unique app password to sign in. After you sign in with your app password, you're all set to use that app or device. You’ll use this new app password to sign in to your device instead of using your Microsoft account password.

You'll need to create and sign in with an app password once for each app or device that can't prompt you for a security proof. Here's how:

  1. Sign in to your Microsoft account.
  2. Under Password and security info, tap or click Edit security info.
    If you're prompted for a security proof, enter it and tap or click Submit.
  3. Under App passwords, tap or click Create a new app password.
    A new app password is generated and appears on your screen.
  4. When you’re prompted for your Microsoft account password on your Xbox console, enter the app password that you created online.
  5. After you sign in with your app password, you're all set to use that app or device. You will use this new app password to sign in to your device instead of your Microsoft account password.

Solution 2: Verify your Microsoft Account security information

Follow these steps:

  1. Visit Microsoft account.
    Note If you have forgotten your password or can’t sign in using your password, reset your password.
  2. Click Edit security info.
  3. Verify your security information. For example, verify the Phone number, Alternative email address and Security question information.
  4. Sign out of your Microsoft Account, and then sign in again.
  5. Try to sign in to Xbox LIVE again.

Solution 3: Delete and re-download your Xbox LIVE profile

For help, see Manage gamertag & profile.

Solution 4: Clear the system cache

To clear the system cache, follow these steps:

  1. Press the Guide button on your controller, select Settings and then select System Settings.
  2. Select Storage or Memory.
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  1. Highlight any storage device, and then press Y on your controller. (It doesn't matter which storage device you select; the cache will be cleared for all storage devices.)
  2. Select Clear System Cache.
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  1. When prompted to confirm storage device maintenance, select Yes.

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