Xbox Customer FAQ

If you've forgotten your access PIN, you can reset it using your Microsoft account. Go to the "Sign-in & Security" section of your account on a web browser. From there, select "More security options" to find the option to reset your PIN. Follow the prompts to create a new PIN. If you're unable to reset it this way, you may need to perform a factory reset on your Xbox, which will remove all saved data and settings. Be sure to back up any important data before proceeding with a factory reset.

If you're locked out of your account after a factory reset, ensure that you're using the correct email and password associated with your Xbox account. You can try resetting your password if you've forgotten it. Follow the on-screen prompts for recovering your account. If you’re still having issues accessing your account, there is a link to the most up-to-date contact information right here on this page.

To initiate an investigation on unauthorized charges, you should first visit the payment history section of your Xbox account. Review the transactions and identify any charges that you did not authorize. Next, report the unauthorized charges through the account settings or payment options. Follow the prompts to provide details about the transaction and submit your claim for investigation. It’s important to act promptly to ensure a swift resolution. You can also check the link on this page for the most detailed and up-to-date guidance.

If you can't use two-step verification, you may need to use a recovery code provided when you set up two-step verification. If you don't have this code, you can follow the account recovery process by verifying your identity with alternate contact information.

If your account remains locked after verifying multiple times, try the following steps: 1. Visit the Xbox account recovery page. 2. Ensure your security information (email and phone number) is up-to-date. 3. Follow any additional instructions provided. If the issue persists, there may be a temporary block or further issues that need support resolution. Check the details provided by Xbox for any specific steps or wait times they recommend before trying again.