Brother forgot password, unable to reset it

DarknightDan · Jan 8, 2019

Not sure if I'm posting in the right place but I can't seem to get this issue resolved in any way! Got my brother an Xbox One for Xmas but he's forgotten his password to his account.

Sadly there doesn't seem to be any security questions, alternative email address or phone number on the account, but it is joined to my account via the "Your Family" section of the Microsoft website.

The problem is, I've filled out the form to request a new password and provided things like his name, date of birth, post code, gamertag and even the serial number of the Xbox 360 his account currently resides on. However I've had an email stating that the
automated system wasn't able to verify that the account is his.

Tried contacting Xbox support and they say the only method of resetting the password is to use this form. I've submitted the form 3 times providing as much information as possible but no dice.

As mentioned above, I submitted the reset request and put MY email address as the contact method. My email address is the account in which his email address is listed under the "Your Family" section but alas that doesn't seem to be evidence enough that I'm
not trying to gain unauthorised access to his account, nor does putting things like his 360 serial number which would require physical access to the console!

Is anyone aware of any other way to gain access to the account? Sadly there is no way to change his password via the Your Family bit either!

:)

XBF Jasmine Z

Hi DarknightDan,

Thanks for reaching out to us here on the Forums! We understand this is concerning considering the password is not
working.I would recommend signing in on account.microsoft.com. After that select Forgot password.

Now
I know you said there was no security information set up on the account, however, it is best to try the
account recovery form. This
will help you regain access to the account.

I know when accessing the Family it does not provide all the information needed to fill out the form. If the profile has never been on the console before, the serial number will
not work. It would be best to fill out the form on a computer or device that has used that email and same with the network. Make sure you are filling out the correct birthday as well. Sometimes users will fill out a different birthdate (usually the year is
different).

I hope this helps.

kyle_m4496

Hi Don. My name is Kyle and I'm an independent advisor.

Thank you for posting on the Xbox Communities Forum. If your brother added a new email to his account and set it as the primary alias, he will need to use that email address and his Microsoft account password to sign in.

If he can't access the new Gmail account, and has forgotten his Microsoft password, he can try recovering his account with the account recovery form: https://account.live.com/acsr

Badasti

You will only be able to promote your account once you sign into it.

So as FullM3ta1Jack3t suggested try to reset the password to the parental account.

The link in the link in the OP he posted (if that makes any sense) does not work but the one 2 posts down does -

support.xbox.com/.../forgot-microsoft-account-password

Try those steps to reset the password, if you are unable to reset it using the online recovery form contact support and they will help you out.

Donniehun

Hi,

If you forgot your password there is a solution for it: Password reset. To reset your password
account.live.com/ResetPassword.aspx

Also here is the support article for forgotten password.

support.xbox.com/.../forgot-microsoft-account-password

Miss Portia

Hello Demon- please have your brother visit
http://www.xbox.com/forgot for information on how to recover the password from his account.

Brother forgot password, unable to reset it