how to recover xbox account

The only way to reset her passcode is to recover the Xbox Live account. And once that's done she won't be able to have on on the account and she's freely to make one.

Here's how to recover an Xbox Live account:
support.xbox.com/.../gamer-profile.aspx

Thanks for your reply, i have tried everything on the xbox support but no futher forward as i dont know the email address all i know is his gamertag, he has an adult account so he can play gta, i will have to try and speak with xbox support on the phone
somehow, i have tried a few times but its all automated and i cant seem to speak to someone to explain the issue, there must be a way if i give them his console id ect

Hi, sorry to hear that. A couple more tips I would share:

-If you haven't already, you can also try filling out a form to recover the account. A link to fill out the form and some guidelines for filling it out can be found

here. This would also be where you can enter the device/console ID to try to provide a sufficient amount of information to recover the account. I believe that for security reasons, you can make two attempts per day to provide information deemed sufficient
to recover the account.

-If you are chatting with the virtual agent, I believe you can enter something like "contact support" or "talk with an agent" to try to get help from a live agent. However, make sure you've attempted to recover the account through the means above before
doing so, and I'm not certain if there's any additional assistance the Xbox rep can provide beyond the account recovery guides.

Hi, I would recommend following the appropriate steps in
this guide if you haven't yet done so. Note that there are separate instructions for recovering a child account, if your son's account was set up as a child account on your profile.

Also, the guide indicates that if the issue is unresolved after trying all steps, you may need to

contact Xbox Support directly to connect to an official Xbox Support agent to work directly with your account to help resolve the issue. Hope this helps!

Hi there,

You need to retrieve the account you made on the website to the console. This guide explains how:

http://support.xbox.com/en-us/xbox-live/how-to/xbox-live-account-management/gamer-profile#recover