Article ID: 906927 - Last Review: July 16, 2009 - Revision: 6.4

After entering your Passport Network credentials, you receive an error message

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SYMPTOMS

When you enter your Passport Network credentials, you may receive one of several different error messages. See the "What To Try" section for a list of these error messages.
Note Your Passport Network credentials are the e-mail address and the password that you use to sign in to the Passport Network.
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THINGS TO TRY

Passport Network error messages may occur for many reasons. Use the following troubleshooting table to help determine what you should do for your specific problem.
Note The following table contains error messages that you may receive when you use your Passport Network credentials. The third column contains steps to try to resolve these errors.
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MessageMeaningTroubleshooting steps
You must change your password.You have to change the password that you use to sign in to your Passport Network account.Sign in at http://www.xbox.com (http://www.xbox.com) . This process may trigger the next step to correct the issue.

Visit https://accountservices.passport.net/ppnetworkhome.srf (https://accountservices.passport.net/ppnetworkhome.srf) to change your password. Click Sign In to sign in to your account. After you sign in, click Credentials, and then click Change your password. Follow the instructions to change your password.
You must change your password.The password for the account has expired.Sign in at http://www.xbox.com (http://www.xbox.com) . This process may trigger the next step to correct the issue.

Visit https://accountservices.passport.net/ppnetworkhome.srf (https://accountservices.passport.net/ppnetworkhome.srf) to change your password. Click Sign In to sign in to your account. After you sign in, click Credentials, and then click Change your password. Follow the instructions that appear on the screen.
There is a problem with the credentials you are using to sign in. To correct the problem, go to www.xbox.com.You have to change the secret question and answer.Sign in at www.xbox.com (http://www.xbox.com) . This process may trigger the next step to correct the issue.

Visit https://accountservices.passport.net/ppnetworkhome.srf (https://accountservices.passport.net/ppnetworkhome.srf) to change your password. Click Sign In to sign in to your account. After you sign in, click Credentials, and then click Change your question and secret answer. Follow the instructions to change your secret question and answer.
There is a problem with the credentials you are using to sign in. To correct the problem, go to www.xbox.com.The Passport Network credential is in a forced renamed state. An e-mail address change is required.Sign in at www.xbox.com (http://www.xbox.com) . This process may trigger the next step to correct the issue.

Visit https://accountservices.passport.net/ppnetworkhome.srf (https://accountservices.passport.net/ppnetworkhome.srf) to determine which credential you must change.

Note You may have to contact Passport Support to determine which credential you must change.
There is a problem with the credentials you are using to sign in. To correct the problem, go to www.xbox.com.The Passport Network credential is locked out.Sign in at http://www.xbox.com (http://www.xbox.com) . This process may trigger the next step to correct the issue.

Visit https://accountservices.passport.net/ppnetworkhome.srf (https://accountservices.passport.net/ppnetworkhome.srf) to determine why your Passport Network credentials have been locked out. Try to sign in again.

Note You may have to answer security questions. Contact Passport Network Support for more information.
There is a problem with the credentials you are using to sign in. To correct the problem, go to www.xbox.com.You have to validate the required e-mail information.Sign in at http://www.xbox.com (http://www.xbox.com) . This process may trigger the next step to correct the issue.

Visit https://accountservices.passport.net/ppnetworkhome.srf (https://accountservices.passport.net/ppnetworkhome.srf) to determine what you have to validate based on the e-mail that you received. Contact Passport Support to determine which credential you must change.
The e-mail address that you typed is already on the Passport Network. If you own this address, you can use it to sign up. Otherwise, please choose a different e-mail address.The non-EASI (e-mail as sign in) member exists. An EASI account has an e-mail address from a domain other than MSN or MSN Hotmail.You receive this message if you're trying to create a new Passport Network account and you use an e-mail address that is part of an existing Passport Network account. Try using a different name for the e-mail address.
The e-mail address or password you entered is not valid. Please try again.You typed the wrong password, or the member name doesn't exist.Type your user name and password again. For more information about what to do if you cannot remember your password or your user name, click the following article number to view the article in the Microsoft Knowledge Base:
906930  (http://support.microsoft.com/kb/906930/ ) While attempting to recover, migrate, or manage your Xbox LIVE account, you receive the error message: "The e-mail address or password you entered is not valid. Please try again."
The password you entered is not valid. Your password must be at least 6 characters long.The password is too short.Type a longer password.
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MORE INFORMATION

You may receive other error messages besides the error messages listed earlier. Many issues that you may experience are related to sign-in issues. For more information about sign-in issues, click the following article number to view the article in the Microsoft Knowledge Base:
906930  (http://support.microsoft.com/kb/906930/ ) While attempting to recover, migrate, or manage your Xbox LIVE account, you receive the error message: "The e-mail address or password you entered is not valid. Please try again."
Note The following table doesn't include troubleshooting steps because the errors are self-explanatory. For more information, visit https://accountservices.passport.net/ppnetworkhome.srf (https://accountservices.passport.net/ppnetworkhome.srf) .
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MessageMeaning
The e-mail address you entered contains characters that are not valid. Please enter a correct e-mail address.The e-mail name contains invalid characters.
The e-mail address you entered is too short. Please enter a different e-mail address.The sign-in name is too short.
The e-mail address you entered is part of a reserved domain and cannot be used. Please choose a different e-mail address.The e-mail account doesn't have permission to perform the action.
You must enter a password.The password is blank.
The password you entered contains characters that are not valid. Please try again.The password contains invalid characters.
The password you entered contains part of your e-mail address. For security reasons, this is not allowed. Please choose a different password.The password contains the member name.
Your password and secret answer are too similar. Please choose a different password.The password validation code detected that the password contains the answer to the secret question.
The password you entered is not valid. Your password must be no more than 16 characters long.The password is too long.
You can't use your e-mail address in the answer to your secret question. Please enter a different answer.The answer for the secret question contains the member name.
Your password and secret answer are too similar. Please choose a different password.The answer to the secret question contains the password.
You can't use words from your secret question in your answer. Please enter a different answer.The answer to the secret question contains the question.
The answer to your secret question is too short. Your answer must be at least 6 characters long.The password is too short.
This action cannot be performed at this time. Please try again later.A server error may have occurred, such as a bad request, an internal server error, or invalid Terms of Service errors.
You can't use a word from your secret question as your password. Please choose a different password.The secret question contains the password.
The answer to your secret question can't be the same as the question. Please enter a different answer.The secret question contains the answer.
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Additional support

For more information about how to contact Xbox Customer Support directly, please visit the following Microsoft Web site:
http://www.xbox.com/support/contact (http://www.xbox.com/support/contact)
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APPLIES TO
  • Microsoft XBox 360 Video Game System
  • Microsoft Xbox
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