• Account Management
• Xbox LIVE Features

Troubleshooting Access to your Xbox LIVE Account 

Signing in on Xbox 360 

If you encounter an error while signing in to Xbox LIVE on your Xbox 360 console, try one of the following solutions.

Error: Your Xbox LIVE membership is not valid. Please use a profile that contains a valid membership or recover your profile from Xbox LIVE. 

This error usually occurs when you try to sign into a profile after it's been recovered on another console. Recovering a profile automatically invalidates previous copies of the profile.

To get your profile working again, in the Xbox Dashboard, sign out any existing profiles. In the Xbox LIVE area, select Recover Gamertag from Xbox LIVE and follow the directions. This will retrieve your gamertag and profile information from Xbox LIVE on the current console.

Note
You must know your Windows Live ID and password to recover an existing Xbox 360 gamertag from Xbox LIVE.

Error: The e-mail address or password you entered is not valid. Please try again. 

This error usually occurs when attempting to create or recover a gamertag with the wrong Windows Live ID or password. Try these steps:

• Enter your Windows Live ID (e-mail address) and password again.
• On your PC, go to www.xbox.comand try to sign in with your Windows Live ID and password. If you can sign in, try the same Windows Live ID and password again on your console.
• If you've forgotten your password, on your PC, go to www.xbox.com and click the "Forgot your password?" link. Follow the instructions to change your password. After you have your new password, go to your console and try to create or recover your gamertag with the new password.

You can also change your password and check your Windows Live ID information at account.live.com.

Signing in on Xbox.com 
If you encounter an error while signing in to Xbox.com on your PC, try the following solution.

Error: The e-mail address or password is incorrect. Please retype the e-mail address and password, or sign up if you haven't already. 

This error usually occurs when you've mistyped your Windows Live ID or password when signing in to Xbox.com. Try these steps:

• Enter your Windows Live ID (e-mail address) and password again.
• If you've forgotten your password, click the "Forgot your password?" link. Follow the instructions to change your password. After you have your new password, sign in to Xbox.com with the new password.

You can also change your password and check your Windows Live ID information at account.live.com.

Contacting Support 
If you've tried these steps and still can't access your account, call 1-800-4MY-XBOX.