Xbox LIVE Account Security

If Your Xbox LIVE Account Has Been Stolen

Account security is one of our top priorities at Xbox LIVE. Find out what to do if you suspect your account has been compromised.




Microsoft Account Security

What to do if you believe your account has been compromised

If your account has been compromised, you may experience any of the following scenarios:

  • You notice unauthorized charges
  • You receive a pop up message, like an achievement, that says you signed into another console:

[Gamertag] was last signed in on another console

  • You receive one of these error messages:

Sorry, this profile can't sign in right now. Try again later.
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or

Some Xbox LIVE profiles can't be downloaded now. Try again later.
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For any of the above scenarios, follow all of the steps below:

1. Change your Microsoft account security information

When you suspect something suspicious has happened with your account, you should change your passwords immediately. Go to https://account.live.com/ and see if you can still log into your Microsoft account.

If you can login, change your password immediately, and add or update your security information. We highly recommend adding a telephone number and Trusted PC, then go to step 2.

If you cannot login to change your password or if you notice unrecognized security proofs, skip to Step 4.

Click here to learn more about your security information.

2. Require a password to sign in from all consoles where your profile exists

If the person who compromised your account downloaded your profile to a console, they may have elected to not require a password to sign in. In this case, even after changing your password, they will still be able to sign in. To solve this, you will need to remove access to your profile from all consoles. To do this:

This will require that your profile be downloaded from Xbox LIVE, using your Microsoft account and password, before it can be used on any console. Your profile will be downloaded again from Xbox LIVE, using your Microsoft account and password. Any existing copies of your profile that maybe on someone else’s console will no longer work,

Get more info on how to set a password for your profile.

3. Check your bill

Go to http://billing.microsoft.com and check for any suspicious purchases. As with any billing statements, you should check this regularly.

4. Call Xbox LIVE Support if needed

Only call Xbox support if:

  • There are unauthorized charges on your account
  • You can't change your password
  • Your gamertag has changed
  • You can't download your profile

We can guide you through the next steps. To help us make sure you have the following information ready:

  • Your Microsoft account associated with your gamertag
  • An alternate email that needs to be different than the one associated with your Microsoft account 
  • Your Console ID and serial number

Do not report the issue via email or chat support as we will need you to answer security questions over the phone.

5. Change passwords to other web sites

If your account was stolen, and you use the same username and password combination on other websites then change these passwords immediately to avoid these accounts being compromised. It's good practice to use different username and passwords for each site.

6. Review the account security checklist

Become familiar with the account security checklist so you know how to protect yourself in the future.