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Xbox Customer FAQ

Top Answers & How-to Guides

What is Xbox's Phone Number?

The question we are asked most often is about how to talk to Xbox customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

How Do I Recover a Hacked Xbox Account?

If you believe your Xbox account was hacked, you can recover control of it with little effort. And you should do so as soon as...

How Do I Recover My Old Xbox Account?

To recover a deleted Xbox account, gather the necessary information like the associated email address and credit card used for...
Ask any question you have about Xbox customer service, get an answer now.

Recent Xbox Customer Questions

I purchased an xbox digital game as a gift for a friend, but they already had it, so I want to refund it. They have not used the code yet

If you purchased a digital game from the Xbox Store and your friend hasn’t redeemed it, you may request a refund. To do this, visit the Microsoft account's order history and follow the steps provided for a refund request. Keep in mind that the ability to receive a refund may depend on the time since purchase and specific terms and conditions.
Asked Jul 22, 2025 7:28 PM

I’m having issues with a friend sharing game pass with me and we have there Xbox home set as mine and they have an active subscription and when I try to go play an online game it prompts me to buy the Xbox game pass

If you’re experiencing issues with Game Pass sharing, ensure that your friend's console is set as your Home Xbox. Also, both of you should verify that you are logged into the correct Xbox Live accounts. Game sharing requires both accounts to have active subscriptions, and only the Home Xbox owner’s games and subscriptions can be shared. Try restarting the console and checking the account settings again. If the issue persists, further troubleshooting may be needed.
Asked Jul 22, 2025 3:46 PM

How do I discuss why my account was banned and ways to unban the account?

To discuss why your account was banned, you should review any communications you received from Xbox regarding the ban. For the process of unbanning, typically, you will need to follow the guidelines provided in those communications or through the Xbox support resources. It’s important to adhere to the Xbox Community Standards to avoid future issues. For the most accurate steps and options available regarding your specific situation, refer to the contact information provided on this page for further assistance.
Asked Jul 7, 2025 9:39 AM

I forgot my access pin to my Xbox one S how do I change it?

To change or reset your access PIN on your Xbox One S, go to the Settings menu. Select "Account" and then "Sign-in, security & passkey." You can choose to change your PIN or set up a new one. If you need to reset it, select "I forgot my passkey" and follow the prompts. You may need your Microsoft account password to complete the process.
Asked Jun 14, 2025 11:49 PM

My HDMI port on the back of the Xbox is broken I have a warranty but it is in another city

If your HDMI port is broken and you have a warranty, you can still initiate a service request regardless of your location. You will likely need to provide proof of purchase and details about the issue. Make sure to check the warranty terms for any specific instructions or conditions related to service claims. You can handle the warranty claim remotely, and the repair can often be processed without needing to return to the original city.
Asked May 6, 2025 10:04 AM

Help me with my Xbox customer service issue

Device Setup

How Do I Run a Network Connection Test on Xbox?

To test your network connection on Xbox, start your console and press the Xbox button on your controller. Select Settings from...

How Do I Factory Reset My Xbox?

Whether you are going to trade or sell your Xbox console, you need to make sure you don't leave any personal information stored...

How Do I Restore My Xbox 360 to It's Original Factory Settings?

This article discusses resetting your Xbox 360 to its original factory settings. A detailed set of instructions are provided...

Account Recovery

How Do I Recover a Hacked Xbox Account?

If you believe your Xbox account was hacked, you can recover control of it with little effort. And you should do so as soon as...

How Do I Recover My Old Xbox Account?

To recover a deleted Xbox account, gather the necessary information like the associated email address and credit card used for...

How Do I Appeal a Ban or Suspension on Xbox Live?

If you find yourself banned or suspended from Xbox Live, there are steps you can take to appeal the suspension. Start by...

Sales and Promotions

How Do I Make an Order for the Xbox Cyber Monday Event?

You can make an order for the Xbox Cyber Monday event on their website. On the site, you can find plenty of discounts on...

How Do I Make an Order for the Xbox Black Friday Event?

There's a sense of urgency that comes with purchasing goods on promotion, mainly because the stocks might run out. That's why...

How Do I Find Cyber Monday Deals for Xbox?

Customer service issues such as locating deals can take a toll on you. At GetHuman, we strive to enable a seamless customer...

How Do I Find Black Friday Deals for Xbox?

This article outlines how Xbox customers can find the best Xbox deals during the Black Friday sales. If you wish to purchase an...

Refunds and Returns

How Do I Return an Item to Xbox from Their Cyber Monday Sale?

Cyber Monday is an event that happens on the first Monday after Thanksgiving and aims to promote online shopping. You can get...

How Do I Return an Item to Xbox from Their Black Friday Sale?

Xbox is a product that was designed by Microsoft and contained video games and other products like applications. You can get...

How Do I Get a Refund from Xbox?

To request a refund for a digital product purchased from Xbox, sign in to your Microsoft account and go to the order history...

Family Settings

Is There a Way to Change My Family Settings Passcode on Xbox?

The process of resetting passcodes in any gaming device can be a daunting task. That's why we develop simple guides like the...

How Do I Reset My Family Settings Passcode on Xbox?

Xbox allows you to reset your family settings passcode if you forget your password. The only conditions are that your Microsoft...

Troubleshooting

How Do I Report a Problem on Xbox One?

To report a problem on your Xbox One console, you first need to identify the specific issue, whether it's related to a game,...

How Do I Let Xbox One Know About an Issue with a Game or User?

Xbox One provides a platform for gamers to report unacceptable behaviors and technical issues. To report an issue with a game...

How Do I Troubleshoot Slow Game or App Downloads on Xbox?

It may be difficult for you to connect to your network. Fortunately, it is possible to troubleshoot the problems and get back...

Subscriptions

How to Cancel an Xbox Live Gold Subscription on Xbox One?

To cancel your Xbox Live Gold subscription on Xbox One, log into your Xbox account and navigate to the "Settings" tab in the...

What is Xbox Live Gold and what are its benefits?

Xbox Live Gold is a subscription service for Xbox that enhances gaming with online multiplayer capabilities, exclusive...

Gaming Options

Can I use my Xbox controller on a PC?

An Xbox controller can be connected to a PC, as they are built for compatibility with Windows. Users can connect via Bluetooth...

Can I play Xbox games on my PC?

Yes, Xbox games can be played on a PC through programs like Xbox Play Anywhere and Xbox Game Pass. To begin, users should...

What is Xbox Game Pass and how does it work?

Xbox Game Pass is a subscription service by Xbox allowing access to a wide library of games for a monthly fee, playable on...
We look to the Xbox issues that customers have reported to GetHuman to decide which questions are the most common and how much time to spend researching how to solve them.
Xbox issues reported to GetHuman

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