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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 have forgotten it, 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 probably 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 a Family Account setup and you try to reset the password, the 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 Microsoft account password.

If you can’t reset your Microsoft accountpassword, go to the Microsoft account Solution Centre for help recovering your password. Xbox Support can’t reset your Microsoft account password for you.