My kids have had an xbox live gold account for several years, we have always just renewed it before it expired and up to now we have never had to log out. Suddenly today they were logged out and they can't remember the password they used to set up the account.
No problem we thought, we googled the problem and found a MS page that asked us to enter the email we used to set it up. After that they emailed a message to that account with a link to reset the password. That link sent us to a page where we entered, twice, a new password and clicked on Next. That sent us to a login page. We entered the email address and the new password, it rejected our login and said the account name or the password was wrong. As far as I can tell we entered the password correctly, we redid the process 3 times with three new passwords, each time being very careful to enter everything correctly.
Then we thought maybe the email address wasn't the name of the account, I clicked on a link that explained what the account name was and it said, yes, it is the email address used to set up the account. In all of these pages was another link that said, Can't use any of these options? I clicked on it and got a page where I had to enter a lot of account information plus an alternate email, it said they would get back to me through the alternate email. They just did. They told me my email account was not from MS (it's a gmail account) and instructed me to follow some steps. But those steps are the exact same ones we had previously followed without success.
So, here we are, not being able to log in. And why didn't I ask this question in the MS forum for account issues? Because in order to ask a question you have to login to you account, which we can't do. Can anyone help us out?
No problem we thought, we googled the problem and found a MS page that asked us to enter the email we used to set it up. After that they emailed a message to that account with a link to reset the password. That link sent us to a page where we entered, twice, a new password and clicked on Next. That sent us to a login page. We entered the email address and the new password, it rejected our login and said the account name or the password was wrong. As far as I can tell we entered the password correctly, we redid the process 3 times with three new passwords, each time being very careful to enter everything correctly.
Then we thought maybe the email address wasn't the name of the account, I clicked on a link that explained what the account name was and it said, yes, it is the email address used to set up the account. In all of these pages was another link that said, Can't use any of these options? I clicked on it and got a page where I had to enter a lot of account information plus an alternate email, it said they would get back to me through the alternate email. They just did. They told me my email account was not from MS (it's a gmail account) and instructed me to follow some steps. But those steps are the exact same ones we had previously followed without success.
So, here we are, not being able to log in. And why didn't I ask this question in the MS forum for account issues? Because in order to ask a question you have to login to you account, which we can't do. Can anyone help us out?
