Share this page

"Sorry, something's wrong with your Microsoft account. Go to for help" error occurs when signing in to Xbox Live

If you see the error message "Sorry, something's wrong with your Microsoft account. Go to for help" when you're trying to sign in to Xbox Live, it means that there's a problem with your Microsoft account.


Try the following solutions to resolve this issue.

Solution 1: Check the Xbox Live service status

If you see any alerts here, wait until the service is up and running and try again:

Xbox Live Core Services: up and running

Solution 2: Verify your Microsoft account security information

When you add security information, you must verify that you can receive a security code at that email address or phone number. If you skipped this step when you first set up your account, you'll need to do this when you're prompted.

If it’s been a while since you updated your security information, you may be prompted to sign in with your Microsoft account, add security information to your account, or verify the information in your Microsoft account.

Here’s how to verify your Microsoft account security information.

Note If you’ve changed your security information within the last 30 days, you'll have to wait until the 30-day period is over before you can change it again. This waiting period helps protect your account if an attacker accesses your password.

  1. Sign in to the Manage your security info page with your Microsoft account email address and password.
  2. Carefully check all of the phone numbers, alternate email addresses, and security questions and answers associated with your Microsoft account.
    • If any of the above are outdated or incorrect, make sure to update them.

      Important Update the incorrect security information—do not delete it. If you delete incorrect information, you’ll be locked out of your account.

    • Make sure you have at least two pieces of security information on your account. At least one must be a phone number or email address.

For details about security information, see Microsoft account security information overview.

Notes If you updated all of your security information, that update will take 30 days. During that time, you can sign in on your consoles, but there will be certain things you can’t do with your account. Here's what to expect after you've updated your security information:

  • The security information you chose to remove will be deleted in 30 days. During that time, we'll send notifications to the phone number or email address that's being removed, in case an attacker is attempting to remove your information.
  • We'll send you a notification to let you know when your 30 days is over so you can add your new phone number or email address.
  • We can't expedite this process.
  • You'll be able to continue using your console during the 30-day waiting period, but you won't be able to make changes to your password or use your account to make purchases online.
  • You'll be unable to make security changes to your account or manage parental controls online.

Was this article helpful?


Thank you for your feedback

Thanks for your feedback!

We're sorry this article didn't solve your problem. We won't give up and neither should you. Try this community option, below.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Provide feedback for this topic

255 characters remain.
To protect your privacy, please do not include contact information in your feedback.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Contact Us

Virtual Agent
Hi, I’m Microsoft’s virtual support agent. I can help you with your question.
Share this page