Cannot Verify Devices

Bryton Duropan · Oct 22, 2022

This all started when I wanted to download some Gamepass games on my PC. However, it kept trying to make me buy the pass again (although I own it). After about 4 "support" agents, nothing worked. Xbox Gamepass Ultimate is supposed to let other accounts download the games I own via gamepass.

After looking through my account and my family settings, turns out it is probably because my account isn't verified. In the Family Safety settings, I am being told that I need to, "Sign in again on Windows (EXAMPLE_PC_NAME) to verify your account.", as well as one for my XBOX that says, "Sign in again on Windows (XBOX) to verify your account."

The alert goes on to tell me this:

"Sign in to your Windows device with your account.

Open Edge and go to aka.ms/familyverify.

Open or Allow the dialog that appears on Microsoft Edge.

Follow the steps to verify and sign with your account."

Interestingly enough, on both of these devices I cannot download the games **despite the fact that I have been paying for game pass for years**. It lets me download games on my other account, which manages my Microsoft family, but not on the account which is apparently not verified.

I have followed the steps detailed to fix the problem (at least 30 times), provided by the alert, but that did not work. I have contacted the support agents, but they gave me an awful solution which just wasted a lot of time.

Another note, before I pop the big question: How is someone supposed to open Microsoft edge on an Xbox, which does not have edge?

So, in the name of spending over $180.00 so far in game pass month subscription, (the whole time not being able to install games on my PC), in the name of spending $650.00 on an Xbox series X, in the name of spending $380.00 on an Xbox series S, and in the name of spending over $200.00 on Windows activation keys, I'll finally ask the question that I've spent so much money to still have unanswered on a public form:

How do I get what I payed for? More specifically, how do I verify my devices?

***Moved from Windows / Windows 10 / Family***

:)

Bryton Duropan

Thanks for the help,

1. The devices are added into my account.
2. The account is added into my device and I am signed in.
3. When I click, "Play on Game Pass, I am prompted to purchase game pass, but I am included in a family with Game Pass Ultimate.

Unfortunately, clicking the links and attempting to sign in do not work. The devices are still apparently not verified.

I can install games on the XBOX, but not the PC.

Hopefully we can get this figured out soon,

Bryton.

Kathy A.

Hi Bryton,

Thanks for your update.

That would be strange to think you cannot verify the devices in spite of seeing those devices linked to your account. What we can best advice is for you to contact live support. They have advance tools to help you check your account and Microsoft Family concern.

Here are the steps to contact support:

Please use this link: Contact us | Xbox Support
Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
If not, please select the country/region it is showing and select the correct one among the lists.
Make sure to use to check the available contact times of the support.
Select the "Contact Us" button
Select the drop-down menu options that will match your concern.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".

Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.

Regards,

Kathy A.

Hi Bryton Duropan,

Welcome to Xbox Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

That is a good question, thanks for bringing your concern here in Community. We understand that you are trying to play the games included in your Xbox Game Pass subscription in PC, verify your devices, make use of your subscription and license or devices bought from Microsoft and use Microsoft Edge on Xbox. Let us discuss this one by one and check on this together so you will get back to gaming.

aka.ms/familyverify is a link that opens an app that will submit activity reporting to the Microsoft Family you are included. This allows the organizers of Microsoft Family to be updated on what are the members activity and in which device are they signed into.

Please see this support article: Fix family activity reporting for Windows 10 (microsoft.com)

In using Microsoft Edge on an Xbox, this app may come pre-installed or needed to be installed or updated through Microsoft Store from an Xbox Console. Just like how you download the games on Microsoft Store in Xbox Console, you should be able to search Microsoft Edge that is ready for installation/update. See more detailed information: How to use Microsoft Edge on Xbox | Xbox Support

Make use of your Xbox Game Pass Ultimate subscription by signing into Xbox Console and Xbox app from mobile and computer. To use your computer, please check if you have added this computer to your account. One way to add your device to your account is to use your Microsoft account as the credentials in using the PC in short, using your account as the computer's user profile. See more details in this support article: Create a user account in Windows (microsoft.com)

After, using your account as computer's user profile you will need to visit this link and check if your device is added into your account - Microsoft account | Devices. Next, you will need to sign into the Microsoft Store and Xbox app. Please make sure that you are only using your credentials in making sure there will be success in playing the games using the Xbox Game Pass Ultimate subscription in your account.

Should you have encountered any error on the steps provided above. Please post a screenshot and conceal any personal information so we can check and help you further.

We look forward to your response.

Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

Xbox Forum Moderator

Microsoft Community

Rodrigo Oliver

Hi KB_495, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I truly am sorry to hear that.

Please try all the troubleshoot available here: https://support.xbox.com/help/account-profile/manage-account/lost-password-solution">https://support.xbox.com/help/account-profile/manage-account/lost-password-solution

Keep in mind that, without access to your recovery e-mail and/or phone number (2FA), it is not possible to recover the account.

Please, read this:

"Microsoft takes your security very seriously, and to protect customer privacy we can only help customers verify their account ownership through the online password recovery process.

If you remember any new details that might help with the recovery process, we encourage you to keep trying to recover your account using the online account recovery form.

You might also want to create a new account at this point."

Source: https://support.xbox.com/help/account-profile/manage-account/lost-password-solution

I hope this helps!

Mister Cizl

Hey AllIowa93! Check out the steps listed on the
Microsoft Account and security info and security codes page and see if they help you locate that security code. Post back and let us know how it goes!

Cannot Verify Devices