Error message when you try to sign in to the Zune Marketplace from your computer: “Invalid User/Password, please try again”

View products that this article applies to.

Expand all | Collapse all

SYMPTOMS

When you try to sign in to the Zune Marketplace from your computer, you receive the following error message:

Invalid User/Password, please try again.

Back to the top

CAUSE

This problem occurs when you use an incorrect Windows Live ID when you try sign in to the Zune Marketplace.

Back to the top

THINGS TO TRY

Verify that you are using the correct Windows Live ID, and that you are typing your password correctly. Consider the following:
- Make sure that you enter your complete user name. Windows Live IDs resemble a complete e-mail address. They must include the "at" (@) sign and the domain name. For example: example555@hotmail.com or my_email@myemail.net.
- Make sure that you type your password correctly, and that you do not substitute characters that look similar, such as O and 0 (zero).
- Make sure that the CAPS LOCK key is turned off. Passwords are case-sensitive.
- If you forgot your password, view the following article in the Microsoft Knowledge Base:
If you still cannot sign in, have your password sent to you. To do this, follow these steps:
1. Visit the following Web site, and then click Forgot your password:
  http://login.live.com/ (http://login.live.com/)
  Note You can visit any Windows Live Web site or Windows Live sign-in page to complete this step.
2. Enter your e-mail address and the characters from the picture, and then click Continue.
3. Click Send yourself a password reset e-mail message.
4. Click Send Message.
5. Click Done.
6. Open the e-mail account that you sent the instructions to, and then follow the instructions in the e-mail message from Windows Live ID.
7. Try to sign in to the Zune Marketplace.
If you still cannot sign in to the Zune Marketplace, we recommend that you clear your saved passwords for Windows Internet Explorer. Then, try to sign in again to the Zune Marketplace. To clear your passwords for Internet Explorer, follow these steps.
Important This procedure deletes the passwords for Web sites for which you have previously selected to remember your password.
1. Start Internet Explorer.
2. Click the Tools menu, and then click Internet Options.
3. On the General tab, click Delete in the History section.
4. Under Passwords, click Delete Passwords. To confirm that you want to delete the passwords, click Yes.
5. Click Close.
6. Click OK.
7. Close all Internet Explorer windows.
8. Try to sign in to the Zune Marketplace.