Xbox users must sometimes prove that they’re the owners of their accounts. Account ownership is verified through “security proofs” that are provided by the account owner in advance. Types of proofs include phone numbers and alternative email addresses. If
you’re unable to access these proofs, we can’t verify that you’re the actual owner of the account.
No longer have access to your security information?
If you see a message like this on your console when adding proofs, it’s because you’ve indicated that you don’t have access to your security information. This message indicates that you need to update your security information.
When you created your Microsoft account (previously known as your Windows Live ID), it's likely you added security information to your account. The security information that is gathered is typically a security question and answer and one or more security
proofs (usually a phone number or email address). To lower the risk of unauthorized account use and ensure your full access to Xbox LIVE and other Microsoft services, you should check that your security information is up to date.
How to check the security information on your account
Confirm that all proofs listed are still valid. If necessary, delete any invalid proofs and add new, up-to-date proofs to your account (learn
how). It is very important that you provide valid proofs because we will use these to check ownership if you need to make changes to your account.
If all your security info is up to date and your phone numbers and email addresses do not have a Confirm link next to them, you’re good to go!
If all your security info is up to date but you see a Confirm link next to one of your proofs, you need to confirm that proof. Click Confirm and follow the instructions. You’ll need to use already confirmed proofs to make any further
changes to your security info. That’s why it’s important to make sure the phone numbers and email addresses you enter are correct.
Select Delete next to the proof you need to delete from your account.
Follow the instructions to confirm the deletion using one of your existing proofs.
Note If you have only one proof on your Microsoft account and you want to remove it, you may need to use that proof to validate its own removal. (For example, to remove an email address that is your only proof on your account, you may need to respond
to an email message sent to that same address.)
I can’t access any of my proofs
If all of your security proofs (phone numbers, emails, trusted PCs) are outdated or wrong, you can request to have all the proofs removed from your account and enter new proofs. Follow these steps to reset all the security proofs for your Microsoft account:
Enter new, valid proofs. These proofs will automatically be added to your account once the old proofs are removed.
How long will it take to reset my security proofs? Is there a way to expedite this process?
When you opt to have all your security info removed, messages are sent to every phone and email proof on your account. For your protection, this process will take 30 days to resolve. You will not be locked out of the LIVE service during this time.
The process of resetting your security proofs is designed to make sure that your account isn’t being accessed by an unauthorized user and to safeguard your account information (including any credit card information associated with your account).
Xbox Support cannot expedite this process.
You have the option of creating a new account at any time. However, once your existing account has been recovered, the two accounts cannot be merged (for instance, any achievements earned or gamerscore points accumulated through your new account cannot
be added to your old account).
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