Can't sign in to my Xbox account after resetting it

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Thank you for understanding.

Hello NicolaCarroll,

Thank you for posting in the Microsoft Community.

I can see that you're having trouble signing into your Xbox account after a factory reset. Have you tried resetting your password for your Xbox account? You can do this by going to the Xbox website and clicking on "Sign in" at the top right corner. Then, click on "Forgot password?" and follow the prompts to reset your password.



If resetting your password doesn't work, you may need to contact Xbox support for further assistance. They can help you troubleshoot the issue and get you back into your account. You can reach Xbox support by visiting their website and clicking on "Contact us" at the bottom of the page.

To contact live support, please follow the guide below:

1. Please use this link: Contact us | Xbox Support
   
2. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
   
3. If not, please select the country/region it is showing and select the correct one among the list.
   
4. Make sure to use to check the available contact times of the support.
   
5. Select the "Contact Us" button
   
6. Select the drop-down menu options that will match your concern.
   
7. 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.
   
8. 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.
   
9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
   
10. 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.
    

Hello Kate,my name is Oskayra, I will be happy to help you in any way possible.

I'm so sorry for what you're going through, press and hold the Xbox button in the center of your Xbox controller to open the Home/Stop center.
Select Restart console.
Select Restart.
After the console has restarted, try signing in again.

Source:https://support.xbox.com/help/accou.../cant-sign-in-after-password-changed-xbox-one

I hope the information is helpful to you, if not, let me know that I will be happy to continue helping you, good luck and happy day.

Sincerely,
Oskaira.

I'm experiencing a similar problem I can't sign into my account. Nothing on my screen pops up. It just loads and sends me back to the offline screen. After I have clicked on sign into my account. I have tried hard resetting my Xbox but it still doesn't solve
my problem.

Hello there!

Regarding your case, I recommend that you try the following steps provided below:

The following troubleshooting step will help you clear out your MAC address:

Settings > Network Settings > Advanced Settings > Alternate Mac Address > Clear it and the console should restart. It would definitely help if you could restart the internet router while the console is restarting.

If the issue still persists after going through the troubleshooting steps mentioned, I invite you to perform a quick power cycle by turning off the console and then unplugging all the cables. After 10-15 seconds plug all your cables back in and then restart your console.

In case the issue still persists, the next step would be to perform a reset on the console. To do so you will need to follow the steps below to perform a reset on the Xbox :

Settings > System > Console Info > Reset This Xbox > Reset and Keep my Games and Apps.

Note =>The "Reset and Keep my Games and Apps" option will not cause losing your games, but please be aware that you need to be completely aware of the email address as well as the password of your account before going for it because it will require you to sign in to the account.

I wish you a lovely day, and I hope this helps you out! All the best!