Can't sign into xbox app mobile

Tobi A · Nov 29, 2020

I went through the entire support for xbox, and it says that phone calls aren't necessary for this issue. I went through the virtual agent multiple times, and no solution. since I can't get a solution, nor talk to a real agent, I'm locked out of my xbox
app for 30 days, until my security details are updated. So if anyone could help me that would be great. My issue is that when I open xbox app (on mobile) it asks for my password. I put in my password correctly, then it tells me that it will take 30 days to
update my security info, (so far so good). Then I click next, hopefully signing into the xbox app. Instead the app just asks for my password again, and the whole situation just repeats.

:)

Ronnieee

I understand where you are coming from and I do not want to reset my phone either just for that reason but it seems to be the only solution at this point because it's like the app is not syncing properly with the phone and we have done all sorts of troubleshooting not to mention it only happens on that device alone. Try to delete the data on the app and see if that also helps by going to the app settings and storage.

Ronnieee

You mean turning off the authenticator is still not letting you sign in? Try reinstalling the app as well.

jayrdi

Thanks, but this didn't fix the problem...

I can log in fine on xbox, pc and on a different phone. Someone suggested a hard reset but tbh I'd rather just stop using the apps because that's a right hassle.

Don't know why it's suddenly doing this

jayrdi

No luck, I removed security measures so it just asked for password and deleted the Xbox app. I reinstall, click "sign in" and it takes me to a login window to enter my email and password, it then pops up with another window saying "are you trying to sign in to Xbox App" with options "Cancel" or "Continue". Clicking continue another window says "This website wants to open an external app" with options "Stay in Microsoft Edge" or "Open external app". Clikcing to open external app takes me back to the sign-in screen...

I even cleared the history in the Edge browser on my phone, so I needed to enter the login details again, rather than it just using my previously logged in account.

jayrdi

That didn't work either, unfortunately. I can't use any of these apps:

Xbox
Xbox Games Pass
Xbox Family Settings

but I can use:

Microsoft Family Safety

All other apps on the phone work fine, so it's obviously something strangely specific about the login and authorisation method with those three apps, for some reason. Rather than hard reset my phone I'm just going to have to stop using them. That is annoying but less annoying than a hard reset on my phone...

Unfortunately "Microsoft Family Safety" doesn't let me do the thing I used "Xbox Family Settings" for the most, which was review requests from my son in-app for downloading apps, buying things, extending screen time etc. so I'll just have to do that on that actual Xbox instead.

Not sure if anyone else has had this problem? Seems strange that it's only me. I guess I'm just unlucky with this.

Can't sign into xbox app mobile