Your phone/email Microsoft account security proofs are out of date

If you created your Microsoft account security proofs months or years ago, you may no longer have the phone number or email address that you used when you created those security proofs. This can be a problem if you need to update the security proofs or prove account ownership. You can submit a request to get these security proofs (phone numbers, email addresses, plus “trusted PCs”) removed from your account and then create new proofs.

If you choose to have all your security proofs removed, messages are sent to every phone and email proof associated with your account. This is done for your protection, and the process takes 30 days to complete. You will not be locked out of the Xbox Live service during this time.

Notes

  • The process of resetting your security proofs is designed to make sure that your account isn’t being accessed by an unauthorised user and to safeguard your account information (including any credit card information associated with your account).
  • Xbox Support cannot expedite this process.
  • As an alternative, you have the option of creating a new account at any time. However, once your existing account has been recovered, the two accounts cannot be merged (for instance, any achievements earned or gamerscore points accumulated through your new account cannot be added to your old account).

To remove all the security proofs for your Microsoft account, follow these steps:

  1. Go to Remove all security info and sign in with your Microsoft Account.
  2. Click Remove all.
  3. Enter new, valid proofs. These proofs will automatically be added to your account once the old proofs are removed after 30 days.

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