I can't log into Xbox app

Question

Hi everyone, it's been days I'm trying to login in the Xbox app on my PC but it continues to ask me a security USB key that I don't have. I'm trying to disable the biometric login on my phone but the email on my recovery mail account it's not arriving (I've already tried 10 times) so I'm basically stuck. Anyone knows how to solve this problem?

Answer 1

The Xbox app is asking for a USB security key because the Microsoft account is configured to use a strong sign-in method (security key / passkey / passwordless). To get unstuck, remove or reset the problematic sign-in method and add an alternative one that works, then sign in again.

Use these steps in order:

1. Set up an alternative sign-in method
   • Go to the Advanced security options page of the Microsoft account and sign in if possible.
   • Select Add a new way to sign in or verify and choose another method (for example, SMS or email verification).
   • A security code will be sent to the new phone number or email. Enter that code to confirm, then select Next.
2. Remove the method that is blocking sign-in
   • Still on Advanced security options, find the security info / verification option that is causing the issue (for example, a security key or passkey that is no longer available).
   • Select it and choose Remove, then confirm.
   • Important: Do not remove all security info at the same time, or the account may be restricted for 30 days.
3. If all security info is lost
   • If none of the existing security methods can be used (no access to any phone/email/security key), start sign-in to the Microsoft account.
   • At the Verify your identity prompt, select I don't have any of these.
   • Follow the instructions to replace the security info. After replacement, there is a 30‑day wait before normal sign-in is allowed. If the old security info becomes available during that period, using it will cancel the pending change.
4. If verification codes are not arriving
   • Ensure the verification email is being sent to the correct mailbox (primary alias or an email added as a way to verify sign-in) and check the junk folder for messages from @accountprotection.microsoft.com.
   • Avoid making many repeated code requests; excessive or repetitive requests can cause temporary blocking of code delivery.
   • If using SMS, confirm the phone can receive texts from unknown numbers and is not a VOIP number.
   • If blocked due to unusual activity or high volume of requests, wait at least 24 hours (up to several days) before trying again.
5. Consider using a different passwordless method instead of a USB key
   • For future sign-ins, configure a passwordless method such as Microsoft Authenticator, SMS/email codes, or Windows Hello, so the Xbox app can use those instead of a physical USB key.

Once an alternative sign-in method is added and the problematic key/passkey is removed, sign out of the Xbox app on the PC (if partially signed in), then sign in again using the updated method.

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References:

• Troubleshoot Microsoft verification code issues
• Sign in to your account with a security key
• Troubleshoot signing in with a passkey