This article describes what to do if you get an error message when you try to do one of these things:
These are the error messages you might get:
Typically, this problem occurs if you entered the wrong Microsoft account (email address or password), or if there is an issue with your Microsoft account.
Note If you receive an error message that is not covered by the information on this page, try searching for your error on the Xbox error code/status code search page.
Note If you do not yet have an Xbox LIVE account and want to set one up, go to the Join Xbox LIVE page.
Note “Microsoft account” is the new name for what used to be called “Windows Live ID.” It’s the email address and password you use to sign in to Microsoft services (including Xbox LIVE). Your Xbox console may still refer to your Microsoft account as your “Windows Live ID.” Keep in mind that these two terms mean the same thing. Your Xbox LIVE sign-in information has not changed. Find out more.
Important: Xbox Support cannot reset Microsoft account passwords. For help, see Reset your Microsoft account Password.
If you have more than one Microsoft account, make sure that you use the right one — the one that was used to create your Xbox LIVE account. If you forgot, see Manage your Microsoft account.
Note If the Xbox LIVE account is a child account, make sure that you enter the child's Microsoft account.
To make sure that the Microsoft account you are using is the right one, try signing in to Xbox.com by using the same Microsoft account that you are trying to use on your console. If there’s a problem with that Microsoft account, you are prompted to correct it.
If you are signed in with an incorrect gamertag or if you are prompted to create a new Microsoft account, you are likely using the wrong Microsoft account.
If the Xbox LIVE account is a child's account, make sure that you enter your child's Microsoft account. You must use the Microsoft account that was used to create the account.
If your child's Microsoft account was automatically created as part of Family Account setup and you try to reset the password, email is sent to the Microsoft account parent account (the Xbox LIVE family primary account). Follow the instructions in that email to reset the child's account's password.
If you only want to download the account profile, use the Download Profile feature when you are signed in with the Xbox LIVE family primary account.
If you can’t remember your Microsoft account password, try resetting your password.
If you can’t reset your Microsoft account password, go to the Windows Solution Center for help recovering your password. Xbox Support can’t reset your Microsoft account password for you.
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