Error 80151012 occurs when you try to use your Microsoft account on Xbox Live

Problem

You see the following error message when you try to download your profile to your Xbox 360 console:

Sorry, something's wrong with your Microsoft account. Go to https://account.live.com for help.

Error code: 80151012

This may mean that your Microsoft account is locked or that there's a problem with it.

Solutions

To resolve this problem, try the following solutions:

Solution 1: Remove your profile from all Xbox 360 consoles where it's been saved. There are two ways you can accomplish. Both use your “trusted PC.” (To learn about trusted PCs, see “Making your computer a trusted PC” at Why you’re unexpectedly prompted for your Microsoft email account and password.)

  • Option 1
    1. Go to any Xbox.com page (such as this one) and sign in to your Xbox Live account.
    2. Find and select My Account, which may be located in the upper-right corner under your gamertag or in the left navigation pane under Avatar.
    3. Under Safety, select Remove my profile from all Xbox 360 consoles.
    4. Under VISITED CONSOLES, select Require profile download.
    5. Return to the Xbox 360 console and download your profile.
  • Option 2
    1. Sign in to your Xbox Live account at any Xbox.com page, such as this one.
    2. Find and select My Account, which may be located in the upper-right corner under your gamertag or in the left navigation pane under Avatar.
    3. Select Security, family & forums.
    4. Select Xbox 360 profile protection.
    5. Under "Consoles that do not require your password for sign-in," select Require Profile Download (the green button). This will clear your profile from any Xbox 360 consoles where it's currently saved.
    6. Return to the Xbox 360 console and download your profile.

Solution 2: Reset the password for your Microsoft account. Here's how:

  1. Go to the Reset your password page.
  2. Select the reason for resetting your password.
  3. Enter your Microsoft account email address.
  4. Type the characters you see in the picture.
  5. Click or tap Next.
  6. Select one of the options (proofs) available to send a security code, and then click or tap Next. If you don't have access to any of the proofs, select I don’t use these anymore.
  7. Enter the four-digit security code, and then click or tap Next.
  8. Enter your new password, and then click or tap Next.

If you keep experiencing the problem, contact Xbox Support.

Repair or warranty questions? See Xbox 360 warranty, registration, and repair: Frequently asked questions.

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