If you're having issues with Xbox Live, or have questions regarding Xbox Live services, you can contact them directly for additional assistance or speak to their customer service representative/representative. This article teaches you how to contact Xbox Live.
Step
Method 1 of 3: Using the Official Xbox Way
Step 1. Go to https://support.xbox.com/en-US/contact-us using a web browser
This is the "Contact Us" webpage for Xbox Live.
Step 2. Click the category that best fits your question
Your options are listed under " Step 1: Choose a category " (Step 1: Choose a category). Available categories include: "Xbox One", "Games" (games), "Billing & accounts" (bills and accounts), "Xbox 360", and "Mixer".
Step 3. Click Ask a Question
It's a green button under " Step 2: Ask us a question " (Step 2: Ask us a question). A new chat window will open with the virtual agent.
- You can also click See other options (see more options) under the button that says "Ask a Question" to display a list of issues. Then, you can click on one of the issues under " Step 3: These usually help " to display articles related to the problem you selected.
- If your question is related to Mixer, click on one of the topics under " Step 2: Pick a topic " (Step 2: Choose a topic).
Step 4. Write down the question
Use the text box at the bottom of the virtual agent window to type a question. As you type, a list of related articles will appear above the text box at the bottom of the window. You can click on one of these links if it relates to your problem.
Step 5. Click the icon that resembles a paper airplane
This button is to the right of the text box at the bottom of the virtual agent window. This option will send your question and return with a list of related articles.
Step 6. Click the article that relates to your problem
Click the link that is most closely related to the article. If none of the articles shown are related to your problem, click None of the above (none of the above) to show more articles.
Step 7. Answer the question "Did this solve your problem?
" (has your problem been solved?) To answer a question, click Yes (yes) or No (no) under the question. If you click No, other articles related to your question will be displayed.
Step 8. Re-answer the question "Did this solve your problem?
If you still can't find information that will solve your problem, click No once again.
Step 9. Answer what went wrong
Before connecting with the person directly, the virtual agent window will ask you the problem you have. Click the answer based on the best that explains why you couldn't find the information you want. You can select " The answer wasn't relevant ", " The answer didn't work ", " I have more questions about this topic "), or " I'd like to rephrase my question and try again ".
Step 10. Select the product in question and click Next
If your question is Xbox-related, select "Xbox" in the drop-down menu. You can also select another Microsoft product and click Next.
Step 11. Select the problem and click Next
Use the next drop down menu to select an issue and click Next. For Xbox, these issues include: "Password recovery", "Other account issues", "Payment and purchases", "Other billing issues".), " Games & apps " (games and applications), " Xbox on Windows 10 " (Xbox on Windows 10), " Xbox Live subscriptions " (Xbox Live subscriptions), " Hardware " (hardware), " Technical support " (technical assistance), and "Network & connectivity".
Step 12. Choose how you want to talk to an Xbox representative
There are several options to choose from for speaking with a representative. These options include, " Call me back " (call me back), " Chat " (chat), or " Talk to the Community " (talk to the community).
Step 13. Log in to your Xbox or Microsoft account
Enter the email address used for your Xbox or Microsoft account, and click Next. Then, enter the password from your Xbox or Microsoft account, then click Next. You will be able to temporarily connect with an Xbox Live customer service representative.
- The "Talk to a person" option may differ depending on the question. You may also see the option "Chat with an Xbox gamer" (talk to Xbox players) or " Tweet @xboxsupport " (tweet @xboxsupport).
- The waiting time for chat and callback options is shown below the options.
Method 2 of 3: Using the Xbox Help Forum
Step 1. Open https://forums.xbox.com/ in a web browser
This is the Xbox forums web address. Here, you can get answers to problems from the Xbox community or users.
Step 2. Click Search
It's in the top right corner of the forum page. This option brings up a search bar at the top of the page.
Step 3. Type in a question or some keywords and press Enter
Use the search bar at the top of the page to type in a question or some keywords related to the problem you are experiencing. Press Enter when you are done typing. This step displays a list of forum threads related to your search.
You can narrow your search using the " Category " and " Topic " drop-down menus on the right above the search results. You can also click the radio button next to " All " (all), " Questions " (questions), " Discussions " and " Forum Articles " to filter the search results
Step 4. Click the search result that relates to your problem
You may need to read the text under the link to make sure the related thread is indeed dealing with the problem. When you're sure the person who started the related thread asked a question related to the problem you're having, click the link to view the entire thread.
Step 5. Scroll down to show replies
Thread replies are shown below the question in the forum. Scroll down to see what other people have to say and see if anything was helpful to you.
Step 6. Click Sign In
It's in the top-right corner. If you can't find a question in the forum, please log in and ask it yourself. Click Sign In to log in.
Step 7. Click the radio button next to “Use my Xbox gamer tag“
It's in the second option on the login page. Label your Xbox gamer as a display name on the forum.
You can also select " Create a new Community display name " and type in the name you want to use
Step 8. Click the checkbox
next to "I accept the Microsoft Community Code of Conduct" (I agree to the rules in the Microsoft community).
This means that you agree to abide by the rules of the forum.
Step 9. Click Finish
This button is blue and is at the bottom of the page. You will be taken to the forum with the selected name and returned to the forum home page.
Step 10. Click the Xbox icon
This icon is in the third option on the front page of the community forum.
Step 11. Click Ask a question
This is the fourth option in the top left corner, next to the Microsoft logo. This step opens a blank form that can be used to post questions to the forum.
Step 12. Type the subject in the first line
Create a subject that tells forum users your problem. This subject could be something like, " Cannot connect to Xbox Live ", " Issues Playing Minecraft online ".
Step 13. Type in a detailed description of your problem
Use the large text box labeled " Details " to describe the problem you have. Make sure you include all relevant information, including a detailed description of the problem, the game or app you're having issues with, and the equipment you're using.
Step 14. Choose a category
Below the text box, there are two drop down menus labeled "Category". The first dropdown menu should already be populated (Xbox). Use the second drop-down menu to select the subcategory that best fits the issue. The options are, "Accessibility", "Games and Apps" (games and applications), "Network Hardware Information" (network hardware information), "Sales and Promotions" (discounts and promotions), "TV Hardware Information" (television device information), " Xbox on Consoles " (Xbox on consoles), " Xbox on Mobile Devices " (Xbox on mobile devices), and " Gaming on Windows PCs " (.
Step 15. Make sure the "Notify me when someone responds to this post" box is checked
That way, you'll receive an email when someone replies to your post.
Step 16. Click Submit
If so, your question is posted on the forum. You will be notified when someone replies to your question.
Method 3 of 3: Contacting Xbox By Phone
Step 1. Call Xbox Support at 1-800-469-9269 for those who live in the United States
The Xbox contact center is open Monday-Friday 9am-5pm EST.
Step 2. Follow the directions
Listen to the instructions and press the appropriate buttons on the phone's keyboard to connect to an Xbox representative. The quickest way to connect to a live Xbox representative is to press “2”, then “4”, then enter your account number or mobile number ending in “#”, or press “0#” when prompted for an account number or phone number.
Step 3. Wait for the Xbox representative to answer your call
Normally, you need to wait 38 minutes. The ideal time to call is 9:10 a.m. EST..
Tips
- According to users who frequently contact Xbox Live, live chat is the fastest way to contact an Xbox representative. Follow the steps in Method 1 to use the Microsoft chat feature.
- Before contacting Xbox Live, try to resolve the issue you're experiencing by browsing the information in the Xbox Support forums at https://forums.xbox.com/xbox_forums/xbox_support/default.aspx. Often times, your Xbox Live issue can be resolved without contacting an Xbox representative
