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Solution 1: Make sure your credentials are correct If you have more than one Windows Live ID, make sure that you are using the correct credentials for the account.

If you receive the same error message, try the next solution.

Solution 2: Use your child's Windows Live ID If the Xbox LIVE account is a child account, make sure to enter your child's Windows Live ID. You must use the same credentials that were used to create the account.

If your child's Windows Live ID was automatically created as part of the Family Account set up, and you attempt to reset the password, an email is also sent to the Windows Live ID parent account (the Xbox LIVE family account primary). Follow the instructions in the reset email sent to the primary account to reset the child account's password.

If you only want to recover the account, the Xbox LIVE family account primary can recover the account by using the Recover Account feature. To do this, sign in with the parent Windows Live ID and password.

If you receive the same error message, try the next solution.

Solution 3: Reset your Windows Live password If you are unable to remember your Windows Live ID credentials, you might have to change your password before you can access Xbox LIVE.

1. Go to the Welcome to Windows Live website, and click Sign in.
2. Click Forgot your password? and then follow the instructions that appear on the screen to reset your Windows Live ID credentials.

If you receive the same error message, try the next solution.

Solution 4: Contact Windows Live Support If you are unable to sign in with the Windows Live ID credentials that you used when you created your Xbox LIVE account and your gamertag, contact Windows Live Customer Support:

1. Go to the Account Password Recovery website.
2. Fill out all required fields on the web forms.

Please provide as much detail as possible on every question. The more information you provide, the more likely it will be that the Windows Live ID Customer Support agents can validate your identity.

Note For everyone's security and privacy, Windows Live Customer Support will not verify which of your answers were correct or incorrect.

Xbox Support Please visit the following website for information about how to contact Xbox Support:

Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.