What do I do if I can’t log into another Xbox account?

Hello Bobbi P,

Thank you for reaching out to the Microsoft Community. My name is Lumie and I'm happy to help.

I'm sorry you're experiencing this problem. I understand how important recovering your account is to you.

Did you have two-factor authentication (2FA) active on the account? If you do have the 2FA active, are you able to access the second factor of authentication? If so, please try resetting your password. Detailed steps on resetting your password can be found in the following support article: [https://support.microsoft.com/office/eff4f067-5042-c1a3-fe72-b04d60556c37]

Important: The account recovery form can only be used if two-step verification isn't turned on.

If you did not have 2FA active on the account, you will need to try the Account Recovery Form: [https://account.live.com/acsr]

Detailed steps on how to use the Account Recovery Form can be found here: [https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42]

Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: [https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53]

While it might not be the outcome you are looking for, if you’re unsuccessful in recovering your account, then you will need to create a new Microsoft account. You can do that by clicking this link: [https://signup.live.com/]

Let me know if you need more help.

Regards,
Lumie

This forum is dedicated to reporting bugs in the Microsoft Community web site. It's not for gaming questions. Please move your post to the Windows Gaming forum or the Outlook.com forum where account issues can be discussed.

It says that phone calls and chat do not apply for my lind of issue, and the solutions they present include logging in to the mail, thing I can’t do because everytime I try to log-in to said account it tells me that it’s going to send an email to some back-up accounts that have been created by the hacker, so I can’t log in. Maybe I can contact the xbox support telling them I hace another type of problem and then revealing what is really happening to me?

Hello noooo_safechat2,

Wish you are well.

"Error code: 901 This error indicates an authentication error related to the communication between the Roblox servers and the game controller. It could also indicate that your Roblox account has expired or been banned."

We would like to inform you that our support boundaries are limited to what we can do or recommend on our end. Thus, forums and customer support (including phone and chat support team) are unable to assist you with any suspensions or enforcement actions as we have a dedicated team for this.

Customer support can’t assist with suspensions or enforcement actions. They don’t have access to enforcement details. Keep reading for info on how to inquire about your current suspension.

You may contact Roblox support and create a ticket of file a dispute on your suspension status.

If you have any other concerns other than this, you may create a new post here. Create a new question or start a discussion (microsoft.com)





Thank you for your understanding.

Kind regards,



Xbox Forum Moderator

Microsoft Community

Thank you, I restarted my router and it made no difference. I still can’t add my account back or log into another account ok the Xbox, it just comes up with a blank screen and freezes. I also switched to another network and that also made no difference. I can still use the Xbox without signing in, for example I can use Netflix fine - I just can’t access any games because I can’t sign into any accounts. Do you have any other solutions?