There is a problem with your account

Leila 1534 · Apr 28, 2020

Hello. My daughter made an account a couple days ago after not playing on my Xbox for a long time. Everything has been fine till she tried to sign on today and it said “there is a problem with your account. Please go to account.live.com to fix it and come
back and sign in”. So we did, and she signed in and checked the security settings and even changed her password and nothing has worked. It’s really annoying. She was playing minecraft and decided to get minecraft on her phone as well. And she signed in on
her phone too. We thought that was the issue but it wasn’t because she signed out and even deleted the app and it didn’t fix anything. We tried to fix her privacy settings but it wouldn’t let me change her settings on my adult account because she had to sign
in for me to change them and our whole issue is we can’t sign in! Please help us!

:)

ArminatorX

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.

XBF Brad A

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

Cxmaa

Hi Leila.

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

XBLRewards8

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.

bowski477

You can contact the rewards program staff
here.

There is a problem with your account