Changing a phone number on my child's xbox

Discus and support Changing a phone number on my child's xbox in XBoX Accessibility to solve the problem; My son's xbox one still has my old cell phone number.....well, he forgot his password and now it wants to send a code to that number. I have been... Discussion in 'XBoX Accessibility' started by Ancellanzure, Dec 29, 2018.

  1. Ancellanzure
    Ancellanzure Guest

    Changing a phone number on my child's xbox


    My son's xbox one still has my old cell phone number.....well, he forgot his password and now it wants to send a code to that number. I have been scouring the internet trying to learn how to update that number but every solution dead ends into an option
    that is not available on my account. Not sure how to approach this. Any help would be most appreciated.

    :)
     
    Ancellanzure, Dec 29, 2018
    #1
  2. steeledwand7664 Win User

    Changing a phone number on my child's xbox

    When doing anything major on an account or even when trying to recover an account for instance in your situation MS takes security seriously and wants to verify ownership of the account.

    How they do that is by sending a security code to what they call security proof(s) this can be a phone number and/or an email you can have multiple security proofs on an account (this is actually a good idea in case you lose access to one of them).

    If you no longer have access to any of your security proofs and you need to do something that requires one (like recovering an account/forgot password) in your situation when going through the account recovery form at account.microsoft.com/acsr and it gets
    to the screen wanting to verify ownership/send security code there is an option there that you do not have access to any of the current security proofs on the account.

    This will then start a form that it will want you to fill out it will first ask you for an email address that you do have access to and send a verification code to that email for you to put in to verify you have access to it (this is where the account recovery
    team will contact you once they determine if you provided them with enough information about the account).

    Then it will start asking you questions about the account itself and any xbox console that the account has been on previously.

    Once you fill this form out and submit it (all done online do not have to mail anything in) the account recovery team will look at that information and determine if you provided enough correct information about the account.

    If you did they will then send you an email to that email at the beginning of the form to reset your password.

    If they determine that you did not provide enough correct information they will still send you an email letting you know that.

    It normally takes about 24 hours for you to receive the email from account recovery whether you provided them with enough info or not.

    At this point you will want to keep that email and contact xbox support by going to support.xbox.com/contact-us and they can (escalate) your request up to the escalations team by filling out another form that will have additional questions about the account
    on it. It will also include a reference number off of that email (this is why I said you will want to keep it) and some additional information about the console that your account has been on previously.

    The escalations team will get back with you within 72 hours letting you know if their was enough information on that form that was correct and send you an email with a link to reset the password if it was enough info. And again if you did not provide enough
    info on that form then they will also send you out an email letting you know that.
  3. Puppy Fujo Win User

    Changing a phone number on my child's xbox

    It may be using your phone number if you set up the accounts. Make sure the right phone number is listed for your account and update it and other information if necessary. Let us know if that fixes it.
  4. Ancellanzure Win User

    Changing a phone number on my child's xbox

    I did change it on my account but his has not followed. One of the many dead ends that I discovered.
  5. Puppy Fujo Win User

    Changing a phone number on my child's xbox

    What I meant was changing yours will probably change his. I think it uses the number on your account.
  6. Ancellanzure Win User

    Changing a phone number on my child's xbox

    I can't seem to find how to change the number. I changed it on my own account but can't find where to change it on his.
Thema:

Changing a phone number on my child's xbox

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