My son cant log in but I can

 I verified he is on my account. For no obvious reason after months of no problem log ins, he was asked to enter email and password info, and it won't accept. i enter the same email and password and I can log in with no problem. I also did the 'clear system cache' 3 times in an attempt to fix, and changed the password, which again, works for me.

Any help appreciated!

 

Question Info


Last updated July 4, 2018 Views 1 Applies to:

Hey there plfromden,

Sorry to hear your son is having issues with his account.

There are a few things we can try for this, I would suggest trying these steps:

*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 standars 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.

 

Please let us know how these work for you and we'll go from there. 

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I tried your suggestion and it did not work.

When we try to check him in we are asked for our Microsoft account and password. I have the correct ones because I use them to log in myself.

So that makes me think he may have or need a different account number and or password.

Any help appreciated!

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you cannot use the same account from microsoft to log in 2 accounts, you can only use one account per email, you have to use the original account you signed him up with, you have the ability as a parent through parental controls to view your sons account info, try this link it may help you.

support.xbox.com/.../xbox-live-parental-control

i believe from there you will be able to get correct login info for your son, if that doesnt work i would go to account proofs and see what you can find there that will guide you in the right direction, if that doesnt help i would contact xboxlive and ask for some support on how to fix this issue.

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