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Troubleshoot Account Migration for Xbox 360

This article assumes that you are a current member of Xbox Live® in the process of migrating your account information to your Xbox 360™ system. If you're having trouble, please try the possible solutions outlined below.

• Do you have a gamertag? If yes, read on. If not, see Join Xbox Live.
• Do you have a Windows Live ID (formerly called a Microsoft Passport Network account)? If yes, read on. If not, set one up at Windows Live ID.
• Do you know the details (like the associated e-mail address and password) of your Windows Live ID? If yes, read on. If not, see Collect Your Account Information.
  
  If you're not sure if you have a Windows Live ID, consider this: you definitely created a Windows Live ID (or, if it was a while back, a Passport Network account) if you have any of the following:
  • A Hotmail account.
  • An MSN account.
  • An Xbox.com account.
• If you have more than one Windows Live ID, choose the ID you will use with care, because once this process is complete, you will not be able to disassociate your Windows Live ID from your gamertag, nor your gamertag from your Windows Live ID.
• If you or the child for whom you're setting up an account is under 18 (as signified by either the existing Xbox Live account or the Windows Live ID), activation will require two Windows Live IDs and two valid e-mail addresses (one each for parent and child).
• Finally, for the process to be successful, your account must be in good standing.

If you see any of the following error messages, please try the proposed solution:

• Can't verify your original Xbox billing information. Please make sure you've entered it correctly:
  
  Double-check your information and try entering it again. You may have entered information incorrectly in the Xbox 360 console. Use the information from your original Xbox Dashboard, as described in Collect Your Account Information. Your name, credit card, phone number, and ZIP code are all located in the Xbox Dashboard of your original Xbox system. Note that you must enter these details exactly as they appear.
• The e-mail address you entered is part of a reserved domain and cannot be used. Please choose a different e-mail address:
  
  This tells you that you're attempting to enter a different e-mail address than the one already associated with your Windows Live ID. Please enter the original e-mail address or create a new Windows Live ID.
• The e-mail address or password you entered is not valid. Please try again:
  
  For more information, see Xbox 360: You cannot recover, migrate, or manage your Xbox Live account: The password that you entered is incorrect.

For errors not listed here, see Xbox 360: How to troubleshoot Passport Network error messages.

Other Resources

If you're still having trouble activating your existing account, call 1-800-4MY-XBOX for help.