Troubleshoot Xbox LIVE sign-in problems

If you can’t connect to Xbox LIVE, try the Xbox LIVE connect solution.

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, once you’ve signed up for Xbox LIVE). Find out more.

• If you forgot your Microsoft account or password, see Find your Microsoft account or password.

A pass code is a sequence of actions on your controller that works as a sort of password to control access to use of your gamertag on Xbox LIVE. Creating a passcode is optional. If you established a pass code but lost or forgot it, see Control access to your Xbox LIVE account.

Note This page also describes the alternative way to control access to your Xbox LIVE account, which is to require password entry when anyone signs in to your account.

If you are getting one of the following error messages, look for the corresponding information below. Otherwise, try error code search.

Your Xbox LIVE membership information isn’t valid.
Your account has been suspended due to a problem with your payment option.
The Microsoft account associated with this account is not valid.
Xbox LIVE sign-up or account download is currently unavailable. Please try again later.
The email address or password is not valid.
This console has been banned for violations of the Terms of Use.
This action cannot be performed at this time.
Your credit card has been declined several times by our billing service.
Error code search

Your Xbox LIVE membership information isn’t valid.

Your Xbox LIVE profile has been remotely protected or modified at Xbox.com. To resolve this error, download your Xbox LIVE profile to the console where you’re trying to sign in. To find out how to download your profile, see Download, move, or delete your Xbox LIVE profile.

If you didn’t remotely password-protect your Xbox LIVE profile, your account might be compromised. For information about account security, go to Xbox LIVE account security.

For information on how to remotely password-protect your Xbox LIVE profile, see Password-protect your Xbox LIVE profile.

Your account has been suspended due to a problem with your payment option.

Your account has been suspended because we haven’t been able to charge your credit or debit card for your membership renewal. You can’t use Xbox LIVE Gold features until your Xbox LIVE membership is paid. To resolve this problem, see Add or change payment for an Xbox LIVE membership.

The Microsoft account associated with this account is not valid.

Important Do not delete your profile from any storage device before completing the steps below. Also, do not try to download your Xbox LIVE gamertag from Xbox LIVE.

To fix this problem, you need to associate a valid Microsoft account with your Xbox LIVE gamertag. Here’s how:

1. When you get the “Windows Live ID associated with this account is not valid” error, select Change Windows Live ID.
2. Select Continue.
3. Type the email address of the Microsoft account (Windows Live ID) that you want to associate with your gamertag.
4. Type the password that is associated with this Windows Live ID.
5. Confirm that the Microsoft account information is correct.
6. Accept the Xbox LIVE Terms of Use and Privacy Statement. (If you select Decline, your changes will not be made.)
7. Complete the changes and return to the Xbox Dashboard.
8. Sign in to Xbox LIVE with your gamertag.

If you still can’t sign in, contact Xbox support.

Xbox LIVE sign-up or account download is currently unavailable. Please try again later.

Follow these steps to fix this problem:

Step 1: Check the Xbox LIVE service status

Check the Xbox LIVE service status. If there is a service alert, wait and try again later. If there are no service alerts, try the next step.

Step 2: Test your Xbox LIVE connection

1. On your console, go to Settings and select System.
2. Select Network Settings.
3. Select Wired Network or your wireless network name (if you are prompted to do so).
4. Select Test Xbox LIVE Connection.
5. If you can’t connect to Xbox LIVE, sign in with your Xbox LIVE gamertag.

Note If you can’t connect to Xbox LIVE, see Can’t connect to Xbox LIVE.

If you still can’t sign in, contact Xbox support.

The email address or password is not valid.

For solutions, see Error: Email address or password you entered is not valid.

This console has been banned for violations of the Terms of Use.

For help, see Xbox LIVE console bans.

This action cannot be performed at this time.

This error happens if the credit card you’re using is a payment option for 10 Microsoft billing accounts. Here are some things to try:

• Change the payment option for an Xbox LIVE membership.
• Use a prepaid card for your membership. Prepaid Xbox LIVE membership cards are sold at various retail locations.
• Remove the credit card from one of your Xbox LIVE accounts.

If this problem persists, contact Xbox support.

Your credit card has been declined several times by our billing service.

Your Xbox LIVE Gold Membership payment was declined. To resolve this problem, see Change payment for an Xbox LIVE membership.

Error code search

If you’re getting a specific error code number, try Xbox error code to search for solutions.

More help

If this article didn’t solve your problem, contact Xbox Support for more help.