What do I do when a game freez

Hi EmsieLe,

Thank you for posting in Microsoft Xbox Community. I'm sorry to hear that you're having issues playing games due to freezing. Restarting your power supply is an easy way to clear up any one-time bugs that might be causing your Xbox to freeze. Follow these steps to ‌complete that power cycle:

1. Press and hold the Xbox button on your console for 10 seconds until it turns off.

2. Unplug the system and wait at least 10 seconds.

3. Plug it back in and press the Xbox button on your console to turn it on.

If you don't see the green startup animation when the console restarts, repeat steps 1–3, checking that you hold the Xbox button until the console completely shuts down. Once the system boots up, try playing the game again.

If you're still having issues and using disc to play the game, check the game disc by ejecting the game disc and see if it’s dirty or scratched—either of these could be the reason your game keeps freezing. If there’s visible grime, you can use a soft microfiber cloth to clean the disc.

Another way is to reinstall the problematic game.

Start the game from the beginning, with a new save file. If the game continues to freeze or freezes at the exact spot every time, the disc’s game data might be corrupted.

You can also try uninstalling the game, and then reinstalling it to attempt another play-through to see if it persists.

Check for software updates.

If you’ve noticed your Xbox keeps freezing no matter which game you play, a software glitch could be to blame. Updating your system’s software is the best way to help your console get over that issue. Follow these steps to update your Xbox One:

Make sure your Xbox is connected to the internet.

Press the Xbox button on your controller to open the guide, then select Profile & system.

Open Settings > System > Updates to check for and update your console.

I hope that one of these methods resolves your issue. Let me know how it goes.

Regards,

Alvaro

Hey there! Is this the only game that is freezing? When exactly is it freezing; what are you doing when it freezes?

Make sure it was your credit card that was used to purchase the points first. If it was then have words with your bank about getting the charges stopped and call support to get an unauthorised access investigation started. If it wasn't then just call support
and get the UAI started.

Here's the support link for Account has been locked. It also includes steps to unlock it. Hope this helps! https://support.microsoft.com/en-us/help/13956/microsoft-account-locked

I removed your photo since it has personal information. You should not post your email address on a public forum.