Connection/Recovery for Gamer Tag

I tried connecting to Xbox Live about 6 P.M. on 9/17/13 (yesterday) after being online perfectly fine that morning, and it asked to verify my email and password. I had error code 80151012 show up. Thinking it was an error in Live, I just shut off my console. This morning, same issue, same error code. After spending three hours on the phone with customer support, clearing system cache, making sure there was no corrupted data, clearing cache again, turning on two-step verification, deleting gamer tag from the console, and trying to recover the gamer tag, changing the password several times, changing the phone number associated with the account, setting up a new back up email address, still same error code. Cache has been cleared multiple times, I've tried new passwords, turning two-step verification on and off multiple times, removing the hard drive, deleting and re-installing the latest system update, and still can't connect. The guy that helped me was great to work with and very knowledgeable, but we couldn't get the problem figured out. Then I was told that I would be contacted by a "specialist" that could help me, but the estimated time of the call was in 23 days. I've noticed that this seems to be a problem that others are having, and I'm hoping to get this issue solved. Anyone have a solution yet? I've never had issues with my console until now. After paying for Gold membership, and being told that I may not be able to use my account for almost a month, it's extremely frustrating.

(Console is the old 60 GB "Pro")

 

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Last updated July 4, 2018 Views 2 Applies to:

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Hi there, I'm sorry if I repeat some of the steps you've tried, but first try updating and verifying your security proofs on the PC by following this link and clicking 'Manage your security info' and sign-in. Also make sure the password matches the one you're using: support.xbox.com/.../add-security-proof

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Also when enabling two-step verification did you create a new app password for the Xbox? If not you can try doing so following the steps at this link: support.xbox.com/.../error-code-8015d002

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Once you've made any changes on the PC then delete your profile from the console (profile only), clear the system cache 3 times. Restart the console and then try to re-download your profile.

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Delete and re-download profile: support.xbox.com/.../profile-move-delete

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Clear system cache: support.xbox.com/.../clear-system-cache

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Good luck with it.

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Hey there. Sorry that you're having this issue.

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The error code you provided indicates that your Microsoft account has been locked.

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To resolve this, follow the following instructions.

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1. Go to the Reset your password page. account.live.com/.../reset

2. Click to select I think someone else is using my Microsoft account.

3. Click Reset your password.

4. Enter your Microsoft account name.

5. Type the characters that you see in the picture.

6. Click Next.

7. Click Customer support.

8. When Customer support appears, click it.

9. Enter the Microsoft account that you are trying to recover.

10. Enter your contact email address.

11. Click Continue.

12. Validate your identity by providing as much information as you can on the Microsoft account recovery page.

13. Follow the instructions to finish.

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If you still have issues after that, please get in touch with Xbox Support to determine why your account is locked.

support.xbox.com/contact-us

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Hope this helps.

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Thank you for replying. Cache was cleared three time with each step, an app password was created, and used, profile was deleted, but I can't re-download it. Progress gets to 10%, and same error code. I've also used the recovery link for a locked account. I can log in everywhere but my console. I contacted Xbox Support, spent three hours on the phone, and said they couldn't figure out what was going on, and that my case was "elevated", but would be 23 days before I would be contacted. Everything that you both have listed has been done several times in the last 24 hours.

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Hey there xHHx89x!

I see your case has been escalated but I can understand wanting to try to get things sorted in the mean time.

Have you tried downloading your profile to an Xbox 360 formatted USB drive to see if that yields better results? I'm wondering if that will work better than downloading it to your hard drive.

Let us know how that goes and we'll work with you from there. =)

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I tried downloading to a formatted USB Drive, with the same result.

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Hey HH,

Sorry to hear that the USB wasn't able to help sort that out. It definitely sounds like there is some deeper issue with your account. I know it's not ideal but at this point your best option at this point would to be keeping in contact with the Account Specialist. They really are the best equipped to help you sort out your account moving forward.

Please keep us posted on how everything goes. 

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"I tried connecting to Xbox Live about 6 P.M. on 9/17/13 (yesterday) after being online perfectly fine that morning, and it asked to verify my email and password. I had error code 80151012 show up. Thinking it was an error in Live, I just shut off my console. This morning, same issue, same error code. After spending three hours on the phone with customer support, clearing system cache, making sure there was no corrupted data, clearing cache again, turning on two-step verification, deleting gamer tag from the console, and trying to recover the gamer tag, changing the password several times, changing the phone number associated with the account, setting up a new back up email address, still same error code. Cache has been cleared multiple times, I've tried new passwords, turning two-step verification on and off multiple times, removing the hard drive, deleting and re-installing the latest system update, and still can't connect. The guy that helped me was great to work with and very knowledgeable, but we couldn't get the problem figured out. Then I was told that I would be contacted by a "specialist" that could help me, but the estimated time of the call was in 23 days. I've noticed that this seems to be a problem that others are having, and I'm hoping to get this issue solved. Anyone have a solution yet? I've never had issues with my console until now. After paying for Gold membership, and being told that I may not be able to use my account for almost a month, it's extremely frustrating."

I am having the same problem!!!! It is so frustrating and I have to wait 10 to 20 days to be notified it sounds like xbox need to figure this problem out because it is frustrating when you are pay for XBL even though you can't us your account. None of the solutions online work. We obviously need someone who has had the problem or a xbox live specialist to contact us via this forum. It should be that hard to help a customer out with this problem. Can anybody help out there because this is really frustrating for both of us!

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Hey there Duramaxxx,

I'm really sorry to hear you're having issues with your account.

It does look like you've been in touch with Phone Support and they've passed your case up to be investigated. That Advocacy Team will really be best equipped moving forward to help sort things out with your account.

If you have further questions about your case you'll really want to get back in touch with Phone Support with your inquiries. 

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Well you should really pass it on to them that they need to get this problem fixed! We paying you guys while we are sitting here with out any xbox live and we should be refunded for the time we have to sit.

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Hey there Duramaxx! I can certainly understand that this could be a frustrating situation. I assure you that we're working hard to get everyone to gaming as quickly as possible.

If you'd like to talk to someone about a refund then you'll need to speak to the phone support team that you're in contact with.

Thank you very much for your patience so far in this. =)

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