Microsoft and xbox accoount sign in error(Grey Box)

Hi there, and thank you for reaching out. My name is Aileen, and I am an Independent Advisor here to give you guidance.

That grey box error when trying to sign in, especially if it shows no login prompt, is something quite a few users have faced on Windows 11. It’s usually caused by a broken connection between your Microsoft sign-in UI and the Xbox Identity Provider service. You’ve already tried good steps like resetting the Store and Xbox app, so here’s what to try next:

First reinstall the Xbox Identity Provider. This handles account sign-in for Xbox services on Windows. If it's missing or outdated, the login UI can fail.

Open this link:

https://www.microsoft.com/p/xbox-identity-provi...

Click Get, then install it from the Microsoft Store

Once installed, restart your PC and try signing in again

Also, repair Microsoft Store Sign-In Components. This resets services responsible for authentication pop-ups:

Open PowerShell as Administrator, then run this command:

wsreset.exe

After it completes, open the Microsoft Store again and check sign-in

Clear Web Account Credentials Cache. Sometimes corrupted token data blocks the login window:

Press Windows + R and type:

inetcpl.cpl

Go to Content > Clear SSL State

Then go to General > Browsing history > Delete

Check only: Cookies and website data and Cached data

Restart your PC again

Sign in using Windows Settings instead. Instead of the app, try this alternate entry point:

Go to Settings > Accounts > Email & Accounts

Remove the Microsoft account under "Accounts used by other apps"

Re-add it and restart the Xbox app

This sometimes bypasses the UI block seen in app-based sign-in.

Let me know which of these gets you past the grey box. If it still persists, I can walk you through creating a new Windows profile to test from scratch — but try these first.

I am unable to sign in to my profile on xbox one. I have done multiple hard resets and cold resets with no luck. I click my profile and the grey box pops up for my passkey but I am unable to enter it cause its just a blank grey box. This is annoying
and irritating - I can't even add a new profile - all we get is a grey box popping up and then back to the screen

Are you able to login on the web site

Sign In then do Settings | Account | -> -> Account Security | Change Microsoft Account |
fib and tell it you have a new adddresse | and your email addresse is revealed on the right side on the grey box

I am unable to sign in to my profile on xbox one. I have done multiple hard resets and cold resets with no luck. I click my profile and the grey box pops up for my passkey but I am unable to enter it cause its just a blank grey box. This is annoying
and irritating - I can't even add a new profile - all we get is a grey box popping up and then back to the screen

Are you able to login on the web site

Yes I can log in online and on my computer just not my console

Hello There! I highly recommend following the steps mentioned on the link bellow :

Find your Microsoft account email address | Xbox Support