Cannot verify my identity

Clément Aubert1 · Dec 22, 2022

I have the following very strange problem with my son's account. He is logged-in our Xbox and can navigate all the functionality from the Xbox just fine. He can even change his password from there. However, I cannot log-in from any other device.

- When I try to log-in in a browser, and even if I know that the password is correct, I get prompted with the message

Sign-in is blocked

You've tried to sign in too many times with an incorrect account or password.

Sign-in with XXXXX is blocked for one of these reasons:

Someone entered the wrong password too many times.

If you signed up for this account through an organization, you might not be able to use it yet.

- If I try to recover the account, I am asked a secret question (whose answer I'm not completely sure of), but whatever I enter, I am prompted with the message

The wrong info was entered too many times. Try another option, or try again later.

- There are no other options (since no other way of verifying the identity was entered), and I have waited months before trying again.

- I have tried to recover this account multiple times, and even if I am pretty confident that all the information I have entered are correct, I always receive the answer that the information I have entered are not enough / not correct.

Is there any other way for me to recover access to that account? Again, I can access it just fine from the xbox, but not through any other mean…

:)

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community and Merry Christmas.

Hello Clément, I am sorry for what happened to your child's account, and as you have already completed the account recovery form but were unsuccessful, in this case you should contact Xbox Customer Service and request an ATO (Account Takeover), this is because this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and procedures that Xbox Support has.

However the ATO is a similar procedure to the online form, but done by a Microsoft agent, it will need as much information as possible for you to do the procedure.

https://support.xbox.com/en-US/contact-us

Clément Aubert1

Thanks *you*.

As it turns out, I had mixed multiple accounts and was trying to log-in with the incorrect email.

Georges C.

Hello again, thanks and good luck.

Clément Aubert1

Dear Gerges C.

Thanks for your kind answer and Merry Christmas to you too.

I will try to find how to request an ATO, thanks again for your advice.

Best,

Clément.

Janet_C

Hello!

I'm an independent advisor and a member of the Xbox Community just like you.

I'm happy to help you today.

Log in to this website

https://account.microsoft.com/security

Select Update info.

Choose a method that you know works, or choose I don't have any of these to replace your security info.

This will begin an automated process of recovering and accessing the account without using the authentication method.

Alternatively, follow this recovery and login guide

https://support.microsoft.com/home/contact?link...

I hope the information has been clear, I will be attentive to any questions you may have. Remember that this is a public forum and as an independent consultant, I am an ordinary user just like you and I am not part of Microsoft's technical support team, so I do not have access to the system to help you beyond the information I have provided.

Best Regards.

Cannot verify my identity