"There is a problem downloading your account"

Hey there MoH KING 2013,

Are you seeing any specific error codes as well with this problem? Are you trying on an Xbox 360 console or in an Xbox 360 Backward Compatible game on Xbox One? What sort of troubleshooting steps have you tried?

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Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox
Insider Program Forums for help with Xbox Insider Program troubleshooting. Achievement issues? Check our sticky

HERE for the best info.

What Xbox console is your daughter using? Is it a Xbox 360 console or Xbox One?

Have your daughter go to
https://account.live.com/Proofs/Manage and have her check her security information (i.e. secondary email addresses or phone number to receive security codes from Microsoft, to be able to recover her account should the password get lost).

After she made sure the security information is correct, she should scroll down on the page and enable "Two Step Verification", and if she has a Smartphone, set up the free Authenticator App to make her account hacking-proof.

If she is trying to play on a Xbox 360, she then needs to create a so-called "App Password", and use that later, when she tries to sign in on the Xbox 360. On Xbox One this is not necessary.

As for the privacy settings, I'm a bit confused with your description.

Who signed in where?

Normally, you as the parent go to
https://account.microsoft.com/family and sign in with your own adult account. Then you add your daughter's account to the family.

After you did that, you as the parent go to
https://account.xbox.com/settings and should see your daughter's account picture next to yours.

Click on your daughter's picture, and set up her online and privacy settings accordingly.

Hello Wes,

Thanks for reaching out to the forums. We understand you keep getting an error. We recommend logging in the
account website. It will then tell you what you need to do in regards to fix the account. Most times you need to verify.

Thanks,

Brad

Hi Leila.

I would recommend going to support.xbox.com as this could be an issue that requires further investigation.

Hello fudoui,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a secure database not under our control, we have escalated the problem and it is currently being worked
on by another team. At the current point in time, they have not yet provided us with an approximate solution date. We apologize for the inconvenience, and ask for your patience while our other team works on a solution.

Regarding your sign in issue, you may want to clear your browser's cache. It sounds like you are signing in automatically with a saved address.