Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a gaming computer and I haven't been able to access my account email for my current gamertag Mustardtiger#*** I can't find how to create a case and have not had any luck when trying to contact or get contacted by anyone I just want me email for that account changed and its the hardest thing to do.

  Business Response

  Date: 10/06/2022

  ************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008609453
  
  Sincerely, 
  Microsoft Corporation.

  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18142328
  
  I am rejecting this response because: I will accept this response once the business truly reaches out and helps me resolve this matter.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/17/2022

  Hi ***

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account issues. We have seen that you already had a previous service request 7008609453
  In which the agent stated as follows:
  Service Request 7008609453
  
  ************, my name is ***** with Microsoft Customer Support.I would like to thank you for taking the time to contact us regarding your Microsoft Account.  I am sorry that you are experiencing a problem with your account but rest assured that I am committed to helping you resolve this issue. It seems we've tried to contact you regarding your account but just couldn't get to you.
  
  We will attempt to contact you again in ************************************ mind we will attempt to call 3 times before closing this request , if you would like to set a suitable time and day for contact please see my office hours below and reply accordingly so that we can discuss your service request.  My office hours are Monday - Friday  from 8:00 am. To 5:00 pm. US Central Standard
  Time.  I look forward to hearing from you so that we can get this issue resolved.

  **************

  Advanced Capabilities Advocate Support Advocate
  Microsoft Support.
  
  Please reply the email message sent to your email address ******************* and get in touch with him.

  Sincerely
  Microsoft Corporation 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18142328
  
  I am rejecting this response because: this did not fix my issue 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/31/2022

  Hi ***,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account issues We have seen that you already had a previous service request 7008609453
  In which the agent stated as follows 
  

   

  
  "Service Request 7008609453

  ************,

  Thank you for contacting Microsoft Customer Support about your account issue. We understand that you are having an issue accessing your account and require a password reset. To recover access to your account, please follow the process to fill out the account recovery form, detailed in the below article on support.microsoft.com:
  Recover your Microsoft Account
  If your request is denied, you can keep trying up to two times per day.
  
  If you have any questions about filling out the form, use the links at the bottom of the page to email or chat with Microsoft Support who will be happy to answer your questions. However, the only way to recover your account is through the recovery form. If you don't remember enough information to successfully recover your account, you'll have to create a new one.
  
  Thank you for being a part of the Microsoft Community, and I hope you have a great day.
  Sincerely,
  **************
  Microsoft Customer Support

  
  Sincerely
  ******************** 
  
  We kindly suggest you follow the process for account recovery or reply to the Microsoft support specialist for further assistance if required.
  
  Sincerely
  Microsoft Corporation 

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 2 months ago I switched my mobile phone service from ******* to **** (which has proven to be the biggest mistake ever). Since then my old emails did not come over to the new IPhone 13 pro *** which costs over $1000. Ive been told that because it is a hotmail account it is owned by Microsoft. No one at the **** store, the Microsoft store can retrieve my old emails, many of which I desperately need. When I call the Microsoft phone number given to me Im told (by automation), that everything has moved online it then hangs up. Ive driven from *********, ** to ***************** twice and was given the run around back and forth to the **** store and back to the Microsoft store. When I go to www.hotmail on the web to get help, there is a fee in addition to a monthly charge. I should not have to pay for technical help for a phone I paid over $1000 for and was not set up correctly from the start. I cant travel because I cannot receive emails from the airlines and I have airline credits in those old emails that I need Im order to use them. I also have a trip that Ive paid for coming up in December to ***** but have no access to my information (payment status etc). Please Help, ** desperate and have tried every avenue to solve this. My mobile phone number is: ************. There is a good chance that you will not reach me if you use my hotmail address just as many other emails have not reached me. Thank you in advance.

  Business Response

  Date: 10/06/2022

  Dear *****************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is ********** .

  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a new computer recently but I'm unable to use my gmail account ******************* I'm also not able to use or access my **************** account with word and excel. All my accounts are tried to ******************* I keep requesting my account be unlocked but I keep getting this message: We recently received a request to recover your Microsoft account me**[email protected]. Unfortunately, our automated system has determined that the information you provided was not sufficient for us to validate your account ownership. Microsoft takes the security and privacy of our customers very seriously, and our commitment to protecting your personal information requires that we take the utmost care in ensuring that you are the account owner.

  Business Response

  Date: 10/04/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
  We will monitor your support case through resolution.
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18064300
  
  I am rejecting this response because:
  

  I have called and emailed many times-I haven't gotten my issues resolved

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/14/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is 7008868785.

  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18064300
  
  Hp contacted me and offered a gift card which I agreed to. Then they said I needed to return the defective item and after it was shipped they would issue the gift card. I dropped the item off at Fedx on Tuesday but I havent received the gift card. Ive emailed several times asking for the gift card so I order a new computer but still no gift card. I use the computer for work so its very difficult being without a computer. I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/27/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) last communication on October 22nd with the following resolution:"Thank you for contacting Microsoft Customer Support about your account issue. We understand that you are having an issue accessing your account and require a password reset. To recover access to your account, please follow the process to fill out the account recovery form, detailed in the below article on support.microsoft.com:
  
  Recover your Microsoft Account
  
  If your request is denied, you can keep trying up to two times per day.
  
  If you have any questions about filling out the form, use the links at the bottom of the page to email or chat with Microsoft Support who will be happy to answer your questions. However, the only way to recover your account is through the recovery form. If you don't remember enough information to successfully recover your account, you'll have to create a new one."
  
  
  We will monitor your support case through resolution.
  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This started in the Spring or Summer of 2022. I have a personal computer with Windows 10 as the operating system. I have Microsoft Office 2007 installed on my computer. It has worked well. When I try to access documents on my computer prepared through this program now, Microsoft/Windows 10, unilaterally, decides to open them in Word 365 and will not let me access the documents to edit or send them, etc., unless I purchase this newer product. I already purchased Office 2007 and my use of it should not be interfered with. Can you do something about this or direct me where I can go to get help with this issue? It is impossible to try to contact Microsoft without incurring some obligation.

  Business Response

  Date: 10/04/2022

   

  HI ***************************,
   
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern about Office 2007.
  We regret informing you that version is out of the market.

  Feel free to visit this link and get the newer version to continue enjoy Office.

  https://www.microsoft.com/en-us/microsoft-365/previous-versions/download-office-2007

  Thanks for understanding.

  Sincerely,  
  Microsoft Corporation 

  
  

  Customer Answer

  Date: 10/17/2022

  Office 2007 has been "out of market" for years. Yet, on successive computers, with subsequent Microsoft operating systems, I have been able to use it as I am using it now to type this rebuttal. If I save this letter, however, and try to open it later, Microsoft will block my access to it and direct me to purchase its new product. 
  

  I purchased Office 2007 and it still "works". Microsoft has no business deciding what software programs I can use and not use.

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i think i already filed a complaint but I did not get confirmation email. I apologize if this is duplicate. yesterday when i left for work my outlook email app worked with no problem. Came home from work last night and all messages gone from inbox before 9/23/22. two attempts to have it repaired, CSR denied that there was a problem and refused to escalate my call telling me that there is not call escalation allowed at Microsoft. I have Office 365 and my understanding is that Microsoft offers tech support for Office 365. Please have a compentent, helpful person contact me to retrieve my lost email.

  Business Response

  Date: 10/03/2022

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the account in question.
  
  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  
  
  If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
  
  Sincerely,
  
  Microsoft Corporation
  

• Initial Complaint

  Date:09/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in March I signed up for a subscription with One Microsoft , however after the first month I was not able to login to the accounts, time went by and I noticed $6.48 was taken out of my account for months although I have not been able to use the subscription. I tried reaching out so that they could stop the payments however you cant get in touch with a real person everything is on the website but the website is so confusing. I want all of my money back that they have been taking out of my account since March until now. I wanted to avoid calling my bank because I assumed they can just cancel and give me my money back however its like the account that was made dont exist however each month money is taking out of my account. Please help

  Business Response

  Date: 10/03/2022

  Dear ********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the account in question.
  
  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  
  
  If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my outlook app is screwed up. I had two contacts with customer support today. The first person hung up on me when i asked to be escalated. The second person told me that Microsoft forbade them from escalating calls. My issue was not solved.

  Business Response

  Date: 10/05/2022

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.Your new case number is 7008578718.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im sending a complaint because my Xbox account was falsely banned, and I submit an appeal with their enforcement team but it was denied. The reason for the ban was for displaying, sending or sharing sexual content. I have not sent a message on my device in years now, and mostly use my Xbox to watch TV. The allegations are totally false. The appeal provided no details, proof, or any help at all with my ban. I have also been playing on this account for over a decade now so I have spent a lot on games that Im not able to get anymore. September 25th was the date of the appeal. This is obviously frustrating and I would have liked to handle it with Xbox support, but it seems there is no way of that happening. Because that is unfair is why I am contacting the BBB and hopefully workout a solution. Thank you.

  Business Response

  Date: 10/05/2022

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account ban. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7008579450.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5, 2022 I could not login to my Microsoft account. The message stated that I violated Microsoft Service Agreement and my account get locked.I submitted the form to recover the account but get only generic response with no details of what of my actions caused it.Im absolutely sure that I did not violate any of the rules on the Microsoft Services Agreement.I have made several calls to the customer support, but they were unable to resolve my problem.I was loyal customer of ******************** for over than 20 years. I spend thousands on Xbox gaming consoles, games, windows, professional certifications etc.My account was blocked without any notice. I lost access to everything and can not use software and hardware that I bought. I could not use my balance on skype and in fact it is expired because I lost access to it.The way Microsoft threat loyal customer is unprecedented! I submitted Notice of Dispute to Microsoft Legal team demanding to restore my account, apologize and compensation.If this won't help my next step will be to proceed with arbitration and court.My account: ****************** Initial request number to restore account: SIR11154396. ****************** request number: **********.

  Business Response

  Date: 10/04/2022

  HI ******
   
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issue. After reviewing your complaint and further research we found a previous service request number 7008128423
  Which case stated as follows:

  We evaluated your appeal and verified your account was properly closed for a serious violation of the Microsoft Services Agreement. https://www.microsoft.com/servicesagreement/default.aspx#3_codeOfConduct
  Pursuant to our terms, we cannot reactivate your account, nor provide details as to why it was closed. 

  For any subscriptions associated with the account, Microsoft will immediately cease charging the credit card on file for recurring charges.

  This represents Microsofts final communication regarding this account.

  We stand with the response provided by our Relationship manager.

  Sincerely,  
  Microsoft Corporation 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18131643
  
  I am rejecting this response because it is not solving the issue. Microsoft just digitally killed and robbed me for thousands of dollars spend on their software/hardware for last 20 years which I can no longer use. At this stage I'm engaging the lawyer.

  
  AD 

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The reason for my complaint is as follows. At 3:23AM, I had found out that my Xbox Live account was hacked and I was completely locked out of my account. I had tried multiple times to reach out to Microsoft to fix this issue. Only for them to tell me that they won't get back to me for 24 hrs when the hackers have my financial information. Microsoft does not have a direct line to call them and the only way I was able to get them to call me was through their website. This company has been trying to eliminate human contact when it comes to people signing up for subscriptions. The remedy I am seeking is for a member of their executive team to call me immediately as this is unfair to the consumer who is paying for a service through the internet. I have multiple emails from who I talked to about this issue and I need an immediate solution ASAP. My name is *********************** and my phone number is **********.The number that Microsoft had contact me from is ************ and I had spoke with ***. I have an email from them to provide if need be.Thank you and I look forward to fixing this issue.

  Business Response

  Date: 10/04/2022

   

  Hello ***********************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account concerns.

  After further review of your account ******************** based on our tool there is not any suspension nor any recent purchased under you account. In addition,there is not any payment instrument on it for your tranquility.
  In case you need further assistance please contact Microsoft.com

  Sincerely, 
  Microsoft Corporation

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18129489
  
  I am rejecting this response because: Based on the evidence above that is not true. The hacker deleted my account and took over my gamertag which is Swatteam29. I cant play my Xbox because of this situation. The case number is ********** if you want to reference this and I have spoken to your agents many times already and I cant use a system that I paid money for plus the games and monthly service that came out of my bank account. 

   

  I asked that someone look into this and correct this immediately so I can use the product I paid for. With all due respect your evidence is incorrect because my bank account says otherwise. If you want to have a civil conversation, please call me at ************ and I would welcome you and myself figuring this out together so we can reach a common goal in addressing this issue.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/10/2022

  Hi *****,

  Thank you for the information provided.

  Please followed the instruction provided by the agent 

  Re-open the case if needed further explanation.

  This was the last email sent;

  Service Request 7008215461
  Greetings *****,
  My name is Ana with Microsoft Support. I appreciate your patience while I performed an investigation on your account. Account security is a top priority at Microsoft. Our External Advanced Capability team is dedicated to investigating and validating fraudulent activity. The account and billing activity associated with your Microsoft account was thoroughly reviewed by our fraud team and I can confirm your account was compromised. At this time, I have taken the appropriate measures to secure your account. Please see the information below to regain control of your Microsoft account.
  To recover your profile, I had to re-associate your Gamertag to the available Microsoft account you provided during your investigation: ***************************. Your Gamertag, Achievements, Gamerscore, any downloadable content that you've purchased and any currency that is on your account remains the same. The only thing that will change is the email address that you use to sign into your account. You will need to use *************************** when logging in to your Xbox Live profile.
  Note: The change that has been made to your account can take up to 24 hours to fully transition in our system. If you encounter issues with your subscriptions or continue to have problems after 24 hours, please respond directly to this email. If you notice that your achievements are not syncing correctly, please log into the impacted games and update the Microsoft account ID to resolve the issue.
  Please take the following steps to regain control of your Microsoft account:

  
  Step 1: Delete your Xbox Live profile.
  Now that your account has been renamed, you will need to delete your profile from the console and redownload it with your new credentials. To do this, please perform the following steps:
  Xbox One console:
  Press the Xbox button to open the guide. Select Settings.
  Select All Settings.
  Under Account, select Remove accounts.
  Select the account that you want to remove.
  Select Remove to confirm.
  When you are finished, the page will close and return to the main menu.

  
  Xbox 360 console:
  Go to Settings and select System.
  Select Storage.
  Navigate to Storage and select Storage Device. Note: If you do not connect any external storage devices to your console, select Hard Drive.
  Navigate to Profiles then select the profile that you want to remove.
  Select Delete to remove and Close.
  Step 2: Download your Xbox Live profile on your console.
  For security, I have removed access to your profile from all consoles it was associated to. You must now re-download your profile. Complete the following steps on your console:

   

  
  Xbox One console:
  Press the Xbox button to open the guide.
  On the Sign in tab, move all the way down and select Add & manage.
  Select Add new.
  Enter the email address for the Microsoft account, and then select Enter. Important: Do not select Get a new account unless you want to create a brand-new Microsoft account.
  Enter the password for your Microsoft account, and then select Enter. If you have forgotten your password, select I forgot my password.
  Read the Microsoft Service Agreement and Privacy Statement, and then select I Accept.
  Follow the steps to configure your Sign-In & Security preferences to add your Microsoft account to your Xbox One console.

  
  Xbox 360 console:
  Press the Guide button on your controller.
  Select Download Profile. Note: Not seeing Download Profile? This means that you are signed in under another profile. Press the X button on your controller to sign out, and then select Download Profile.
  At the bottom of the Download Profile screen, select Download Profile. Enter your Microsoft account ID and password when prompted.
  Enter the email address of the Microsoft account that is associated with your Xbox profile.
  Enter the password for your Microsoft account, and then select Enter. If you have forgotten your password, you will need to reset your password.
  If you use external storage on your console, select the storage device on which you want to save your Xbox profile. If you do not use external storage, your Xbox profile will begin downloading.
  Step 3: Set your Xbox One home console.
  Go to the Settings hub and choose My Xbox.
  Select My Home Xbox.
  Select Make This My Home Xbox.
  If you would like to learn more about account security, please visit the following pages:
  How to add security info to your Microsoft account
  How to help keep your Microsoft account safe and secure
  As a goodwill gesture, I have applied 1 month of game Pass Ultimate to your Microsoft account.
  Thank you for your understanding and patience during the investigation. You are a valued customer, and we look forward to seeing you back on Xbox network!
  Sincerely,
  **********
  Microsoft Support

  Sincerely,

  Microsoft.