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Xbox 360: You cannot recover, migrate, or manage your Xbox Live account: The password that you entered is incorrect

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Article ID:906930
Last Review:December 3, 2007
Revision:4.0

SYMPTOMS

When you try to recover, migrate, or manage your Xbox LIVE account, you receive the following error message:
The e-mail address or password you entered is not valid. Please try again.

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CAUSE

This behavior occurs if you type incorrect Microsoft Windows Live ID credentials when you try to add Xbox Live to an Xbox 360 gamer profile.

You may also receive this error message if you type incorrect Windows Live ID credentials when you change the Windows Live ID that is associated with your Xbox LIVE account.

Note Your Windows Live ID credentials are the e-mail address and password that you use to sign in to Windows Live ID sites.

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THINGS TO TRY

1. Make sure that you use the correct Windows Live ID credentials. Be careful if you have more than one Windows Live ID account.
2. If the gamertag is parentally controlled, make sure that you are not using the parent’s Windows Live ID credentials when you try to recover the account. You must use the Windows Live ID credentials that are associated with the specific gamertag.
3. If you recently changed your Windows Live ID credentials, you may have to change your password before you use the password on Xbox LIVE. For more information about how to change your Windows Live ID credentials, click the following article number to view the article in the Microsoft Knowledge Base:
906932 (http://support.microsoft.com/kb/906932/) Xbox 360: You cannot add Xbox Live to an Xbox 360 gamer profile: The password that you entered is incorrect

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MORE INFORMATION

If you cannot remember the Windows Live ID credentials that you used when you created your Xbox LIVE account and your gamertag, contact Windows Live ID support:
1. Visit http://login.live.com (http://login.live.com), and then click Account Services.
2. Click Customer Support to view the Customer Support page.
3. Click Contact us to view the Support Home page.
4. Complete the e-mail support form on the Support Home page.
a. Complete section 1.
b. In section 2 under Type of issue, select I need something fixed, Account Information, and Other.

Note More options become available as you make your selections.
c. In the problem-description box, specify that you want to know the Windows Live ID credentials that are associated with your name.

Note You will have to answer questions to verify your identity.
d. Complete the rest of the e-mail support form.
5. Click Submit.

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APPLIES TO
•Microsoft XBox 360 Video Game System
•Microsoft Xbox 360 Hard Drive (20 GB)
•Microsoft Xbox 360 Memory Unit (64MB)
•Microsoft Xbox

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Keywords: 
kbxboxext kbxboxlivefeatures kbxbox360pacrimportal kbxbox360europeportal kbxbox360americasportal kbxboxliveconnectivity kbpubtypekc kbtshoot KB906930

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