Xbox LIVE Policies on Console Suspensions
We take console suspensions seriously, and only take such action after a lengthy investigation by multiple teams. When a console is suspended from accessing the service, it will display the following message:
Consoles can be suspended from Xbox LIVE for a number of reasons including, but not limited to:
- Console tampering: Physically opening the Xbox and modifying it to play illegitimate software.
- Online fraud: Attempting to social engineer users, take over Xbox LIVE accounts, or other fraudulent activities.
- Repeat egregious violations: Multiple actions taken on accounts on the console by the Enforcement team for disrupting the service or impacting users.
Customer Support for Xbox LIVE cannot undo an Xbox LIVE suspension for a console. Xbox LIVE console suspensions may also include permanent suspensions of Xbox LIVE accounts as well.
Frequently asked questions:
I have not committed any fraud, I’ve never had action taken against me by the enforcement team, and I know for a fact I have not modified my console. Can you undo my suspension?
The investigations and subsequent actions taken by the Xbox LIVE enforcement team are conservative in nature. We work very hard to try to fully understand that a console has been modified by looking at a variety of information. Sometimes it’s possible that a previous owner or another user may have performed unauthorized modifications to the console. It is also possible that the purchaser of a used Xbox 360 was not aware the console was modified. In either case we cannot undo the console suspension. We recommend customers who believe they have not modified their Xbox themselves (or committed other actions on the service to warrant suspension) to contact previous owners or users of the console.
How do you detect modified consoles?
There are many factors that lead to the suspension of a console and we do not publicly disclose any of those details.
My console has been suspended. Does that mean my Xbox LIVE account will be suspended as well?
If a console is suspended, what happens to the warranty?
If a console has been modified or tampered with, the warranty is void and the console is ineligible for an authorized repair, even for a fee. Please refer to the Xbox 360 console Warranty on xbox.com
Can I still be banned if I purchased a modified console second-hand?
Yes. The warranty on a second hand console is void, and the purchaser assumes the risk for any previous modifications. If you purchase a console that has been previously suspended you will not be able to connect to Xbox LIVE.
If I have a banned console, can I still access my achievements and content?
If your account has not been banned, you are still able to recover your account on an unmodified console. This includes accessing your purchased content and your profile, with achievements, as it existed prior to the console ban.
Can I move my hard drive to an unmodified console?
Yes, to an unmodified console.