I can’t login to my Xbox account

Use the Microsoft Sign-in Helper first. It is the primary recovery path for sign-in problems, hacked accounts, forgotten usernames, and verification issues. It can guide through self-help steps and may offer the option to talk to an agent.

If the account may be compromised, do this in order:

1. Scan the PC or device for malware first.
   • Open Windows Security.
   • Go to Virus and threat protection.
   • Select Scan options > Full scan > Scan now.
   • Change or reset the password only after the scan completes.
2. Try account recovery.
   • Use Recover your account and enter the email address, phone number, or Skype name used to sign in.
   • If the username is not recognized, check that the email domain is correct and try any other alias or phone number that may be on the account.
   • If a security code can be received, enter it and set a new password.
3. If the account was hacked, use the hacked-account recovery flow.
   • It asks for the email address or phone number and then shows the available recovery options.
   • It may also offer the chance to talk to an agent.
4. If access is recovered, change the email address on the Microsoft account.
   • Go to Edit account info.
   • Add a new email alias, or remove an old one if allowed.
   • Microsoft account aliases share the same password and can be used to sign in to Microsoft services and Xbox.

Important limits:

• Support agents are not allowed to send password reset links or directly change account details.
• If two-step verification is turned on and there is no access to any alternate verification method, support cannot help recover the account.
• If the old Virgin Media address is no longer accessible, recovery depends on the recovery options and verification methods still attached to the Microsoft account.

If the sign-in helper and recovery options still fail, use Contact Microsoft Support from the support flow and provide a working contact email for the recovery process.

• I can't sign in to my Microsoft account
• My username and password have stopped working
• How to recover a hacked or compromised Microsoft account
• Change the email address for your Microsoft account
• Help with the Microsoft account recovery form