"Problem with credentials"? Please help!

Note: This is the second post I put on about this problem since the last one was getting kind of old and I wasn't getting any responses.

Hi! So about 5 months ago I reset my password, so I thought to myself "I just have to log in again on both consoles (I do have an Xbox one as well)" On the Xbox One, it worked perfectly fine and still does, but on the Xbox 360, it started popping up with
this error:

"Sorry, there is a problem with the credentials that you are using. To fix the problem, please go to account.live.com"

Now, I thought that if I would delete the profile off my console and try to log in again it would work. I deleted the profile ONLY and well now I can't even downloaded back on... And I have
been trying to fix it for these past 5 months and still couldn't get any help. I contacted support, no help there. And even the backwards compatibility on Xbox One tells me the exact same error. I am still not going to give up. I am trying to fix this ASAP.

Thanks for the help!

:)

 

"Problem with credentials"? Please help!

Note: This is the second post I put on about this problem since the last one was getting kind of old and I wasn't getting any responses.

Hi! So about 5 months ago I reset my password, so I thought to myself "I just have to log in again on both consoles (I do have an Xbox one as well)" On the Xbox One, it worked perfectly fine and still does, but on the Xbox 360, it started popping up with
this error:

"Sorry, there is a problem with the credentials that you are using. To fix the problem, please go to account.live.com"

Now, I thought that if I would delete the profile off my console and try to log in again it would work. I deleted the profile
ONLY and well now I can't even downloaded back on... And I have been trying to fix it for these past 5 months and still couldn't get any help. I contacted support, no help there. And even the backwards
compatibility on Xbox One tells me the exact same error. I am still not going to give up. I am trying to fix this ASAP.

Thanks for the help!

 

"Problem with credentials"? Please help!

You may get better help posting in the Support forums and not the Discussion forums -

forums.xbox.com/.../4268.aspx

 

So what you are getting at is that you can no longer download and/or play your profile on the Xbox 360. I would try switching out hard drives on your console and/or if you do NOT have another hard drive clear the cache on the xbox to clear up some corrupt
files. And you state that it works on the Xbox One so you should have no problem with the Xbox 360. Also see if there are any other accounts on the same 360 console that have the same exact issue. Then it might just be a hardware issue.

 

I see your point there, but that isn't quiet the problem. You see, any other Xbox live profile I download on that console would work fine I guess. And yes, I have tried clearing the cache and all of that and still did not work. And yes, the profile works
perfectly fine on the Xbox one BUT the back-compat on the Xbox one tells me the exact same issue. But thanks for trying !

 

Hey there RealFlare,

Can you go to
the website for account security and protection, and check if you have Two Step Verification enabled?

If your account is in fact protected by two step verification, you need to create what's called an "App Password" further down on the page. You'll use that as your password to sign into your account on an Xbox 360 console.

So basically on the 360 and any other devices or apps (hence the name "App Password") that can't use the Two Step Verification code request, you need to use the app password instead of your regular password.

Please try that and ensure that you're using the App password. If that doesn't work please try to turn off Two Step Verification and see if that helps you sign in.

Let us know how it goes!

 

You see, I have been kinda busy recently so I didn't have the time to try it out, I will update everyone when I try it though!

 

In response to Mister Mascot:

Hi! Sorry for the very long wait! I have been busy and didn't have time to work on this! But in response, I think I know what you are talking about the app password. I have tried using it but did not work... And yes, I have tried to take two-step verification
off but still did not work. Thank you very much for trying to help !

 

Thanks for reaching back out and letting us know. What happened when two-step verification was turned off? Can you provide that error message and error code you see?

Thanks!

 

In response to Mister Mascot:

Well you see... It was pretty much the exact same error. I am still staying positive though because I know there has to be a way to fix it. Thank you for trying to help !

 

Hey there RealFlare,

Can you please type it out for us, whatever the error is and the code? Sometimes they're pretty specific and it'll let us know the next best step.

 

In response to Mister Mascot:

Sure . As I said earlier the error code says:

"Sorry, there is a problem with the credentials that you are using. To fix the problem, please go to account.live.com"

And nothing else...

So basically in a nutshell, the error code that has been haunting me for 5 months...

Hope this helped and thank you for the help !

 

Hey there RealFlare!

Thanks for confirming! We went ahead and passed your information on to the appropriate teams. In the meantime, please make sure that your contact information is correct. Thanks again!

 

In response to Mister Quimby:

Hi there! Thank you for your help! I hope this will fix it !

 

So you see, about 3 days ago I got an email that told me some steps and that a member of the Xbox Global Escalation Support. They said that they will enter my account and fix the problem. Now I'm still waiting for an action/answer so I will update the forum
if this fix it, if it doesn't, I will inform Xbox customer support and the forum !