Xbox360 Account Recovery Failing. Error Code: 8015D002

QuianaThomas · Nov 18, 2021

I have been dealing with this issue for 2 days. Phone support puts you on hold for hours and then disconnects you because they can't help you. I do not have hours or days to be dealing with an issue that should be either escalated to a supervisor or someone who knows how to fix this. I purchased an xbox 360 in 2010 and the email address that was used to sign up for an account and gamertag I no longer have access to. When I give customer service the gamertag, they see that I've had an xboxlive subscription and that I have 3 recovery emails associated with the main email. I have reset passwords, I have had codes sent to these emails and still I can't login to the console. I keep getting error code 8015D002 and it's telling me my email and password are not correct. I have submitted 3 Microsoft account recovery requests all that come back failed and to provide more info. What other information do you need? I was able to use my xbox360 over a year ago, and now that we've taken it out of storage for the holidays, we can't get into Xboxlive. It is insulting to have to contact customer support and not have anyone help me get into my account. So if someone has no access to the main email or password for their xboxlive account they simply can't use the console they paid money for anymore? You can't even respond to the account recovery email address to get support, they keep telling you to submit another form. This is a very frustrating experience and I'm at the end of my rope here. To have a working gaming system that you can't login to because of a security update is ridiculous. If someone would just verify my emails, codes, passwords and look at where the xboxlive subscription payments were being made from it would be easy. I've tried everything even a rep told me to reset to factory default and nothing happened. I would hate to throw out a system that still works but you cant get access to simply because of a password issue.

:)

QuianaThomas

The backup email address for the Xbox isn't working either. Why can't someone simply just pull up the GAMERTAG that had an xbox live subscription and look at the name and the associated emails with it and send a code to verify identity? All of that belongs to me.

Why is this so complicated?

QuianaThomas

The email address that the xbox360 was registered to is no longe active. No on has access to this and no one can get into it. So when we click on forgot password and it asks to verify your identity - we don't have access to any of the emails that it comes up with. Then it takes us to Microsoft account recovery which we've already done 3 times and it keeps failing.

If the email addresses on file for the xbox360 no one has access to - how can you get into the xbox?

Kathy A.

Hi QuianaThomas,

Welcome to Microsoft Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

We are sorry to hear that you are having issues with your account and is unable to use Xbox 360 Console because of the error code: 8015D002. Let us check on this together so you will get back to gaming.

Based on support article (Error 8015D002 occurs when signing in to Xbox Live on your Xbox 360), the error code is all about Microsoft Account that has two-step verification and you haven't set up an app password. App password is set up to a device/app that needs to be constantly sync into your account without providing security code/physical password. To give you an example, as an Office Support, we recommend/advise customers to use app password simply because Outlook, an email client is needed among business or even personal use needs constant synchronization to receive and send emails. If you or the Email Service Provider (ESP) happen to set their security high, our users need to generate an app password considering you trusted the application, Outlook (in this example) to constantly sync the emails without asking for security code/password every launch. To simply put these words into your situation, the Xbox 360 Console that you are using needs app password before you to use it so the next time you will be accessing the device you don't need to verify your identity.

Let's get started in adding app password to your Xbox 360 Console by accessing your Microsoft Account.

Go to Additional security options. Kindly sign into the Microsoft Account added to your Xbox 360 Console.
Kindly look for Add a new way to sign in or verify. See screenshot below for illustration.
Kindly select Use an app. Then select Get it now.
Under Enter your phone number and we’ll send you a download link, enter your phone number.
Download Microsoft Authenticator and follow the steps to install it.
Note the system-generated app password. Enter this password on your Xbox 360 console when prompted.

Important We recommend that you save this password in a safe place.

To save this password on your console, select the box when you're asked if you want to save your password.

You may now head back to the Xbox 360 Console to sign into your account but remember the password is no longer your real password but the app password.

Resources:
Error 8015D002 occurs when signing in to Xbox Live on your Xbox 360 | Xbox Support

How to set up an app password to sign in to your Xbox 360 console | Xbox Support

Manage app passwords for two-step verification (microsoft.com)

Please, do not forget to check here for known issues that might be related to your concern.

Xbox Status

Known Issues for Game Launches

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

Xbox Forum Moderator

Microsoft Community

Kathy A.

Thanks for the reply, QuianaThomas.

Sorry to hear that you can no longer access your Microsoft email account that has subscription for Xbox Live. We'd like to let you know that Microsoft Account is managed by completely automated server. To make sure you will be able to access your account a verification that would undergo with system will work. Please fill out this form Microsoft-Services Account Reset and kindly provide updated response email address and phone number. Wait for a response. Hope that helps.

Stay safe always! If you have a different concern kindly create a new thread using this link - Create a new question or start a discussion.

Kind regards,

Bazajaytee

You will need to give your Xbox an application specific password if you haven't already -

support.xbox.com/.../error-code-8015d002

If you have given it an app specific password and it still fails please let us know.

Xbox360 Account Recovery Failing. Error Code: 8015D002