Independent guide - not affiliated with or endorsed by Microsoft. We never ask for your password, codes or account details. For official help use Microsoft's account recovery form or support.microsoft.com.
Microsoft Account Recovery for Xbox Players
Published October 21, 2026. Updated October 21, 2026.
Your gamertag, Gamerscore, achievements and digital games all hang off one thing: the Microsoft account you sign in with on your console. That means "recovering an Xbox account" is really recovering a Microsoft account, and Microsoft's recovery process has a few Xbox-specific details that can make a big difference to whether you get in. This independent guide covers the order to try things, the Xbox fields on the recovery form and how to find the information they ask for. It is based on Microsoft's support pages, linked at the end. We never ask for your password, codes or account details.
First, work out what kind of problem you have
- You know the email but not the password. Use Microsoft's password reset and sign-in helper, described below.
- You only know your gamertag. You need to find the email address behind it first. Our guide to a forgotten Microsoft account username lists where it shows up, including on a console you are still signed in to.
- The password worked yesterday and now does not. Someone may have taken over the account. Follow our guide to recovering a hacked Microsoft account.
- The account was closed. If it was closed in the last 30 or 60 days, it can be reopened. See how to reopen a closed Microsoft account.
Step 1: try the sign-in helper before the form
Microsoft's guidance notes for the recovery form say that filling in and processing the form can take time, and that the Microsoft account sign-in helper can often get you back in, so you should use it first. The helper asks for the email address or phone number you sign in with, checks the account for problems, and tells you what to do. If you can still receive a security code at any phone number or email on the account, the helper or the standard password reset will usually solve it within minutes.
When resetting a password, type the address carefully. Microsoft points out that Hotmail, Outlook and Live addresses exist with different country domains, such as .com and .co.uk, and that a small spelling difference in the name is enough to produce a "couldn't find an account" error.
Step 2: the recovery form, with the Xbox fields
If you cannot use any of your security info, the next stop is the account recovery form at account.live.com/acsr, which is where aka.ms/accountrecovery leads. Microsoft notes that this form is suitable for both Microsoft accounts and Xbox users, and that it is an Xbox form because it contains additional fields for Xbox users. Those fields are worth filling in carefully because they are evidence most attackers do not have:
- Gamertag. The Xbox profile name associated with the account. If you do not have one, Microsoft says to leave it blank.
- Device. The unique ID of an Xbox console or PC linked to the account.
- On an Xbox console, Microsoft says to go to Settings > System > Console info and note the Xbox network device ID.
- On a Windows PC, go to Settings > Privacy & security > Diagnostics & feedback > View diagnostic data > Open Diagnostic Data Viewer, then search for "xbl" to find the Device ID labelled "did".
Collect these details before you open the form, so you are not switching between the form and your console while you fill it in. If you have used the account on more than one console or PC, note the one you used most recently and most often.
The rest of the form: what Microsoft asks for
The Xbox fields sit alongside the standard questions. Microsoft's guidance notes give useful detail on each:
- Account you are recovering. The email address of the Microsoft account. You may also use any of its aliases, but do not list an address that is not yours.
- Preferred contact email. A different email you can access, such as a work or family member's address. It must not be the account you are recovering.
- Name. The names used with the account, in the same style, for example "Alex" or "Alexander".
- Birthdate. In the USA format MM/DD/YYYY. If you are under the legal age of consent in your country, Microsoft asks for a parent or guardian email as the preferred contact.
- Country or region where the account was created. If unsure, give your current location.
- When you last changed the password. Microsoft suggests searching your email for "Microsoft account password" notifications, or giving an approximate date. Leave it blank if you never changed it.
- Other emails or phone numbers on the account. List every alias or number used to sign in.
Microsoft says the more information you provide, the better the chance of validating your ownership. Our step-by-step recovery form guide has more tips, such as filling the form in on a device and network you normally use.
After you submit
Microsoft states that responses may take up to 5 working days. Watch the preferred contact mailbox, including its junk and spam folders. Microsoft asks you not to make repeated submissions unless you have remembered new information, because duplicates only slow the response. If your request is declined, our guide to a recovery form that is not working explains the usual reasons and how to prepare a stronger second attempt.
Once you are back in
- Sign in on your console with the recovered account and check your profile and games.
- Update your security info with a current phone number and a second email.
- Turn on two-step verification with our MFA setup guide. Microsoft notes that some older devices, such as the Xbox 360, cannot use regular security codes and need an app password once two-step verification is on.
- Generate a Microsoft account recovery code and keep it somewhere safe, away from the console.
Avoid recovery scams aimed at gamers
Gamers are a common target for "account recovery services" that promise to get a gamertag back for a fee, or ask for your password and codes to "speed things up". Microsoft's recovery tools are free, and Microsoft states that its support agents are not allowed to send password reset links or to access and change account details. Never share a verification code, never pay to recover an account, and only enter account details on account.live.com, account.microsoft.com or login pages on microsoft.com and live.com addresses.
Frequently asked questions
How do I recover my Xbox account?
An Xbox profile belongs to a Microsoft account, so you recover the Microsoft account. Start with the Microsoft sign-in helper. If you cannot verify with any security info, fill in the account recovery form at account.live.com/acsr, which includes extra fields for Xbox users.
Can I recover my Xbox account with just my gamertag?
The gamertag alone is not enough to sign in, but it helps. The recovery form asks for the gamertag as one piece of evidence alongside your name, birthdate, old passwords and the email or phone addresses linked to the account.
Where do I find my Xbox console ID for the recovery form?
On the console go to Settings, then System, then Console info, and note the Xbox network device ID. On a Windows PC, Microsoft describes finding the Device ID labelled "did" in the Diagnostic Data Viewer by searching for "xbl".
How long does Xbox account recovery take?
Microsoft says responses to the recovery form may take up to 5 working days. The reply goes to the preferred contact email you gave, so check its junk and spam folders, and do not resubmit unless you have new information.
Will I keep my gamertag and Gamerscore after recovery?
Recovery restores access to the same Microsoft account, and the Xbox profile is part of that account. If the account was closed rather than locked, Microsoft lists the gamertag, Gamerscore and purchased content among the things that return when it is reopened in time.