Not receiving Security code email

I was signed into my account, a separate account not this one, playing madden today when I was kicked out of xbox live and sent to a security screen. it asked me to have a security code sent to the email on file for the account. I proceeded with this process
and did NOT receive an email with a security code. I tried this again repeatedly with no success. I then took the necessary steps and visited account.live.com where it again asked the same questions/requests of me. I called 1-800-4my-xbox, and was told I would
have to wait 27-41 minutes for a phone call back and was assured by a recording I would not lose my place in line. After an hour I finally received a call and had to wait ANOTHER five minutes to be connected. I told the customer service representative my issue
and he stated it was "an issue a lot of people were having trouble with" and was offered minimal assistance. When inquiring on whether or not he could send me the security code, to the same email address mind you, he said he could not. While I waited for the
phone call I had changed my password while exploring all available options on both the Microsoft and xbox websites. While I was able to sign in with this new password I was yet AGAIN brought to the same screen asking for the security code. After a long pause
in the discussion with the less than helpful agent, I was disconnected. I did not Lose service on my cell phone and I did not terminate the call myself. I then explored other avenues and tried changing the email on my account and was notified that it would
take 30 DAYS for an email to be sent to my NEW email account for continuation of the process. At this point I called microsoft directly and asked to speak to their account team. I was transferred to "Shiva" who went through the same steps and the xbox NUMB-SCULL
who I had originally talked to in the first place. Shiva at least noticed that I DO have a phone number listed on the account and tried to send me a security code there... To change my password.... Like I had already done MYSELF! She then informed me that
she couldn't manually send the security code to my phone number or my email to unlock my live account and said that I "should" be able to see my number listed as an option when attempting to receive the security code on accounts.live.com and my console. Shiva
said she would report the problem to her supervisor, the tech team and blah blah blah whoever else and they would call me back by the end of the day.... I'm still waiting... I have received literally NO help from any of the measures that Microsoft has put
in place to resolve issues like this. Every time I try to do ANYTHING on the other account I am brought to the screen asking for the security code which was NOT emailed to me, and that I can't for whatever reason have sent via text. I am FURIOUS with Microsoft
and the lack of assistance their poorly designed customer support system has to offer. I could not chat online with a rep because you need to log in, which I can't do, and I couldn't even post on these forums without making a new account. This is outrageous.

:)

 

Help with Account Clean-up

I might also add here that Microsoft emails can't use themselves as a security email. Outlook, Hotmail, and LIVE emails exempt themselves from receiving security codes if they are the same email used to login to the account in the first place. I would
recommend adding a secondary security email to the account.

 

Not Receiving Security code?

I'm not receiving security code from microsoft what? i checked Spam Junks etc no Code was sent, i followed some instructions and added my number now i have to wait 1 month lol

You can't access this site right now? sigh..

 

Hello,

Welcome to the Xbox Community Forums.

I'd first off like to say that I am not an Agent, I also won't be asking you to send yourself another code. As you have confirmed that. I have read everything you have posted and overlooked nothing. It is correct that when you try to add a new method when
not being able to access an old one (in this situation you can access it but no codes are being sent) it will give you the option to add a new one and prompt a 30 day wait. That is standard security procedure, as much as it is inconvenient. While no one at
this forum will have any sort of tool to sort this problem out I will link you to a website to open a case about it. It is probably a website that an Agent has not given you and I believe should have done. When you have Microsoft Account problems it shouldn't
be brought to the Xbox Customer Support's attention. Unless it's an Unauthorised Access issue. Which it isn't. I am pretty sure these people can sort the problem. My advice would be to open a case on this, even if it sorts itself out automatically. But on
the off chance it doesn't it would mean having to wait longer and I believe you have waited long enough. You should be able to access your account without fault whenever you want.

Please visit the Microsoft Windows website:

windows.microsoft.com/.../get-support

Simply just follow the instructions on that page

1. Short Description of the problem (Isn't sending verification codes)

2. The affected E-mail address (The one that doesn't receieve verification codes)

3. Best contact E-mail address (To keep you updated)

4. More detailed description. (Basically just be very detailed and stress to them the urgency)

The main thing is to get you up and running. But remember it may take a few hours to hear from this department. I know it's more waiting and you don't want to have to, and I don't blame you to be honest. But these people really be able to resolve your problem.

I'm sorry you had a bad experience with the Xbox Customer Support Agents. I too have had the same problem just earlier with an Xbox 360 problem, told me to remove my hard-drive there and then, it kept randomly turning itself off, and became stable after
two reboots. I told him I'm not going to take my hard-drive out to try 'isolate' the problem being that when it's running stable right now.

The problem I found in my experience with getting support from Agents is on the phone it seems to go through one ear and our the other, and on support chat everything I type seems to get overlooked and then they quote my problem being completely different
to what it is. But it has always been this way from as long as I can remember. But anyway please keep me updated of the outcome from this department (aside from Xbox). If you have any queries relating to a Microsoft Account problem the best bet is to contact
these people rather than Xbox Customer Support, you don't need the hassle.

Sorry it took so long for someone to reply to your post. I have only just got on the forums to see new posts and sometimes people don't answer posts that they don't know the answer to, without any knowledge on the issue.

Hope you get back to gaming soon!

Regards,

Daniel