Get help with your Microsoft account security proofs

Xbox users must sometimes prove that they are the owners of their accounts. Account ownership is verified through “security proofs” that are provided by the account owner. Types of proofs include phone numbers and alternative email addresses. If you’re unable to access these proofs, we cannot verify that you are the actual owner of the account.

When you created your Microsoft account (previously known as your Windows Live ID), it's likely you added security information to your account. The security information that is gathered is typically a security question and answer and one or more security proofs (usually a phone number or email address). To lower the risk of unauthorised account use and ensure your full access to Xbox LIVE and other Microsoft services, you should check that your security information is up to date.

How to check the security information on your account

Go to Manage your security info and sign in using your Microsoft account.

Review your security information:

• Confirm that all proofs listed are still valid. If necessary, delete any invalid proofs and add new, up-to-date proofs to your account (learn how). It is very important that you provide valid proofs because we will use these to check ownership if you need to make changes to your account.
• If all your security info is up to date and your phone numbers and email addresses do not have a Confirm link next to them, you’re good to go!
• If all your security info is up to date but you see a Confirm link next to one of your proofs, you need to confirm that proof. Click Confirm and follow the instructions. You’ll need to use already confirmed proofs to make any further changes to your security info. That’s why it’s important to make sure the phone numbers and email addresses you enter are correct.

What if one of my proofs is wrong?

1. Go to Manage your security info and sign in using your Microsoft account.
2. Select Delete next to the proof you need to delete from your account.
3. Follow the instructions to confirm the deletion using one of your existing proofs.

   Note If you have only one proof on your Microsoft account and you want to remove it, you may need to use that proof to validate its own removal. (For example, to remove an email address that is your only proof on your account, you may need to respond to an email message sent to that same address.)

I can’t access any of my proofs

If all of your security proofs (phone numbers, emails, trusted PCs) are outdated or wrong, you can request to have all the proofs removed from your account and enter new proofs. Follow these steps to reset all the security proofs for your Microsoft account:

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.

How long will it take to reset my security proofs? Is there a way to expedite this process?

When you opt to have all your security info removed, messages are sent to every phone and email proof on your account. This process can take anywhere from 30 days to 6 months, depending on the number of proofs on your account. This is for your protection.

• 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.
• 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).