Asking for password during sing in process after splitting up the family account


We have an issue with an ex-family pack account. Whenever my cousin tries to log in he is asked for his email address and password. He puts in the correct one (it's working fine on and the console says that the details are incorrect. After this he either has to try to enter the password again or back out of the pop up window. As his password is never accepted, his only option is to back out, but this step signs him out of Live.

He already tried deleting his profile from the console and his system cache and then download the profile again but he is still getting the same error message.

We also tried and succeeded to change the password of the account, but the new password is not accepted either.

Is there any other workaround to solve this?


update: the issue seems to be similar to this one: but the solution there isn't working for my cousin.


Question Info

Last updated July 4, 2018 Views 3 Applies to:

Greetings adamsebee!
Try the steps up front and in given order and let us know how that goes.

*If you have the two-step verification turned on/enabled for your Microsoft account, then you need to Create a new app password under App passwords. You will then use this new generated app password to sign in or download your profile instead of your Microsoft account password. Here's how! 

*This is used for when you have the two-step verification turned on/enabled.

Can you verify that you have updated the security proofs like phone numbers, alternate email addresses, and security questions and answers to your Microsoft account. This information is essential to ensure that your account is well protected and meets the security standards that Microsoft now provides.

With your security proofs being updated, let's focus on the next steps: Delete Profile Only from the Xbox storage device, clear system cache (three times in a row) and finally, recover your profile from LIVE.

How to delete Xbox LIVE profile safely
Before you delete your profile you have to know the username and password for your Microsoft account that is associated with your profile.

  1. Go to Settings, and then select System.
  2. Select Storage.
  3. Select All Devices.
  4. Select Gamer Profiles.
  5. Select the gamertag that you want to delete.
  6. Select Delete.
  7. Select Delete Profile Only. This deletes the profile but leaves saved games and achievements.

Clear Xbox system cache (3 times in a row)

  1. Press the Guide button on your controller, go to Settings, and select System Settings.
  2. Select Storage or Memory.
  3. Highlight any storage device, and then press Y on your controller.
  4. Select Clear System Cache.
  5. Important: Clear your Xbox system cache 3 times in row.

Restart your console.

Download Xbox LIVE profile.

  1. Press the Xbox Guide button on your controller (large X button in the center of your controller).
  2. Select Download Profile.
  3. Enter the Microsoft account associated with your Xbox LIVE gamertag.
  4. Enter your Microsoft account password.

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