Error 80162711 occurs when you sign in to Xbox Live or add points to your Microsoft account

Problem

You see the following error code and message when you try to sign in to Xbox Live or add points to your Microsoft account:

Can't retrieve information from XBox Live. Please try again later.

Status code: 80162711

This may mean that there’s a problem with your account. For example, the information on your Xbox console may be outdated, or you may need to verify the information in your Microsoft account.

Solutions

Solution 1: Run the Xbox Live Connection Test

To run the Xbox Live connection test, follow these steps:

  1. Select settings.
  2. Select System.
  3. Select Network Settings.
  4. Select your network.
  5. Select Test Xbox Live Connection.

Solution 2: Verify the information for your Microsoft account

To do this, follow these steps:

  1. Sign in to your Microsoft account.

    Note If you forgot your password or can’t sign in by using your password, reset your password.

  2. Note any error messages that are displayed.
  3. After you resolve any errors, verify the information for your Microsoft account. For example, verify the billing information and the information in the Password and security info section.
  4. Sign out of your Microsoft account, and then sign in again.
  5. Sign in to Xbox Live or again try to add Microsoft points.

Solution 3: Try to sign in at Xbox.com

To do this, follow these steps:

  1. Click Sign In at the top of any xbox.com page, such as this one.
  2. Type the user name and password for your Microsoft account, and then click Sign In.
  3. If you can sign in at Xbox.com, try to sign in on your Xbox console again.

Solution 4: Contact Xbox support

If the previous solutions didn’t resolve the problem, click the “Contact us” link at the bottom of this page to contact Xbox Support.

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