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Error: Email address or password is not valid (80151103, 8015D000, 8015d02e)

Xbox Microsoft account problem

This article describes what to do if you get an error message when you try to do one of these things:

  • Sign in at Xbox.com
  • Change the Microsoft account associated with your Xbox Live account
  • Create an Xbox Live account

These are the error messages that you might see:

  • "The email address or password that you entered is not valid. Please try again."
  • "This profile cannot be downloaded at the moment. Status Code 80151103"
  • "This profile cannot be downloaded at the moment. Status Code 8015D000"
  • "This profile cannot be downloaded at the moment. Status Code 8015d02e"

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.

Things to try

Solution 1: Make sure that you are using the right Microsoft account

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.

Solution 2: Check your Microsoft account on Xbox.com

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.

Solution 3: For a child’s account, use the child's 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.

Solution 4: Reset your Microsoft account password

If you can’t remember your Microsoft account password, try resetting your Microsoft account password.

Solution 5: Go to the Microsoft Account Solution Centre

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

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