Unable to send or receive messages - Xbox Live

ErikLawson · Mar 8, 2019

Forth time asking for help. Are these forums monitored?

I can't send or receive messages on Xbox Live. This happens on Xbox One, Windows 10, and Android app. I get the error message "Something went wrong. Message didn't send."

This has been happening for over two weeks. Prior to that, I hadn't used my account for over a year. Everything was working fine before that.

A few key facts:

1) Reputation check says great.

2) I'm not a child account.

3) My security information is up to date.

4) I have signed out, removed profile, signed back in, issue persists.

5) I get the notification that i got a new message, but when i go to check it, it says start a new conversation.

6) My privacy settings are open.

I used to work for Xbox support back in the 360 days. I have tried all the publicly available troubleshooting as far as I'm aware.

I think this is an escalated issue and i could really use some assistance. It's a shame the 800-4MY-XBOX number redirects to these forums.

:)

ErikLawson

I did a hard reset several times, most recently, yesterday. No, I'm not an Xbox insider member.

ZombieJesterCOE

When was the last time you did a hard reset of the console?

Are you an XBOX Insider member?

XBF Felixx P

Hey
ErikLawson,

Thanks for reaching out, responding and providing all these helpful details.

If you haven't already, I would suggest performing a
Soft console complete Factory reset .

This will wipe your Xbox completely clean. Don't worry about losing saved data because that's all saved to the cloud.

After performing this action, you'll need go through the entire Initial set up process again (connect to network, get latest update, redownload

profiles onto the Xbox and reinstall all your games and apps) This is usually what we refer to as the "fix-all of all fix-all's". Haha.

If that doesn't work, next I would suggest contacting an Xbox Customer Support phone agent (see steps below) to see if they can maybe

cancel your subscription, and then get you back onto your subscription to see if that helps help's with the messaging issue.

Asprovided above the best way
to reach Live Support would be here: https://support.xbox.com/contact-us#0

Step 1 ----Select Xbox One

Step 2 ----Select
See other options

Step 3 ----Select topic (Ex. System Update)

Step 4 ----Select "Show contact options"

Step 5 ----Select request a call from support

I hope this helps a bit more.

Let us know and good luck!

Felix

Xbox forums support

XBF George L

Hello!

Thanks for reaching out to us here on the forums with this question. I understand you're having trouble sending messages from your Microsoft Account. Yes these forums are monitored. Are you able to see your messages here:

Xbox Social. And I know you said that your reputation is good but have you checked at
Xbox Live Policy Enforcement site. Can you confirm that your Enforcement history is clear of Enforcement actions? Let us know with a reply to determine how to best assist you.

ErikLawson

The Xbox Social like does show me my messages. The Xbox policy enforcement site says perfect record.

Unable to send or receive messages - Xbox Live