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Error 80A40004 occurs when signing in to Xbox Live on your Xbox One console or Xbox.com

You see the following error message when you try to sign in to your Xbox Live account on your Xbox One console or at Xbox.com:

We couldn't sign you in. Try again in a few minutes, or check your account by signing in to account.live.com.
80A40004

This may mean one of the following:

  • The billing information in your Microsoft account needs to be updated.
  • There's an issue with your network connection.

Solutions

To resolve this problem, try the following solutions:

Solution 1: Verify your Microsoft account security information

  1. Sign in to your Microsoft account. Forgot your password? Reset your password.
  2. Click Edit security info.
  3. Verify your security information. For example, make sure that your Phone number, Alternate email address, and Security question information are correct.
  4. Go to Billing and select Billing information.
  5. Verify the billing information for your Microsoft account. For example, verify that the billing address for your Microsoft account matches the billing address used by your credit card company. Also make sure that your Microsoft account payment details, including capitalization, match the information that is used by your credit card company.
  6. Sign out of your Microsoft account.
  7. Sign in to Xbox Live on your Xbox One console.

Solution 2: Remove and recover your Xbox Live profile

Follow these steps to download a new version of your profile from the Xbox Live servers:

  1. Remove your Xbox Live profile from the console:
    1. Scroll left on the Home screen to open the guide. Note Double-tapping the Xbox button will open the guide from any other screen on the console.
    2. Select Settings.
    3. Select All settings.
    4. Under Account, scroll to the right and select Remove accounts.
    5. Select the account that you want to remove.
    6. Select Remove to confirm.
    7. When you're finished, select Close.
    8. Restart your console:

      i. Scroll left from Home to open the guide.

      ii. Select Settings.

      iii. Select Restart console.

      iv. Select Yes to confirm.

      Note If you're unable to access the guide or if the console appears to be frozen, press and hold the Xbox button on the console for 10 seconds, until the console turns off. After the console shuts down, touch the Xbox button on the console again to restart.

  2. Recover your account to the console:
    1. Scroll left from Home to open the guide. Note Double-tapping the Xbox button will open the guide from any other screen on the console.
    2. Scroll up and select Sign in at the top of the guide.
    3. Select Add & manage.
    4. Enter your Microsoft account email address and password, and then select Enter.
    5. Verify the privacy settings you've set for your account. These apply to any Xbox One console that you sign in to. Select Next.
    6. On the Choose a color screen, select the color for your Home screen to differentiate between you and others using this console. Select Next.
    7. You'll be reminded of the gamerpic that's associated with your account. Select Next.
    8. Select either Save my password or Keep asking for my password. Your account is now downloaded to the console.

    Solution 3: Reset your network device, restart your console, and test your network connection

    To power cycle, follow these steps:

    1. Unplug the power cable from the back of the router, modem, or gateway for five minutes. If you have a router and a modem, unplug both devices.
    2. After five minutes, plug in the modem or gateway and wait for all the lights to return to their normal state.
    3. If you're using a router, plug in the router and wait for all the lights to return to their normal state.
    4. Restart your console:
      1. Scroll left on the Home screen to open the guide.

        Note Double-tapping the Xbox button will open the guide from any other screen on the console.

      2. Select Settings.
      3. Select Restart console.
      4. Select Yes to confirm.

        Note If you're unable to access the guide, or if the console appears to be frozen, press and hold the Xbox button on the console for 10 seconds, until the console turns off. After the console shuts down, touch the Xbox button on the console again to restart.

    5. Test your Xbox Live connection:
      1. Scroll left from Home to open the guide.
      2. Select Settings.
      3. Select All Settings.
      4. Select Network.
      5. Select Network settings, and then select Test network connection.

      If you keep experiencing the problem, contact Xbox Support.

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