Cant unlock my account

Question

hello,

Im trying to add an email onto my Xbox account (this account). I go to add to the email and it says this email is already in use. I try to login using the email address im trying to add to my xbox account and it says it's locked. I follow the steps to unlock it, receive the text code, solve the puzzle, it comes up saying this account is unlocked, screen refreshes and then it goes back to being locked. (I also dont remember making a Microsoft account with this new email.) looking for help!

Thanks!

Answer 1

The email address being added to the Xbox account is already associated with a separate Microsoft account that is currently locked. As long as that email remains an alias on a locked Microsoft account, it cannot be added to another account or used as a new alias on the Xbox/Microsoft account.

Key points and steps to take:

1. Why the email “is already in use”
   • Email addresses and phone numbers used with Microsoft services are aliases on a Microsoft account and are treated as sign-in identities that share the same password and account data.
   • If an email is already an alias on any Microsoft account (even one that is locked or that is not remembered creating), it cannot be added to another Microsoft account.
   See: Microsoft account aliases explanation.
2. Why the account keeps showing as locked
   • When trying to unlock a Microsoft account, if it repeatedly returns to a locked state after showing “unlocked,” this usually means:
     • The account has been locked due to suspicious activity or violation of the Microsoft Services Agreement, or
     • There is an ongoing block or risk flag that is not cleared by the standard SMS-code unlock flow.
   • Locked accounts are often tied to malware, phishing, spam, or other policy violations, and may re-lock automatically.
3. Use the official unlock/reinstatement path only
   • When signing in to that locked email’s Microsoft account, if the normal unlock flow fails or loops, use the link shown on the lock screen that starts with aka.ms/ to submit the account reinstatement form.
   • After submitting the form, a Microsoft Online Safety agent reviews it and replies by email. Multiple submissions can slow down the response, so only submit once and wait for the reply.
4. If verification codes or sign-in are blocked
   • If verification codes do not arrive or a “Try another verification method”/block appears, follow the guidance for verification issues:
     • Try another verification method already on the account (alternate email instead of SMS, or vice versa).
     • Try another network (switch between Wi‑Fi and mobile data) and avoid repeated attempts in a short time.
     • If blocked, wait at least 24 hours (up to a week) before trying again, as repeated attempts can extend the block.
5. If the locked account cannot be recovered
   • If the locked Microsoft account tied to that email cannot be successfully reinstated, that email address cannot be moved to or used as an alias on the Xbox account.
   • Microsoft does not support merging accounts or reusing aliases from one Microsoft account on another once they are in use.
6. Practical options for the Xbox account
   • Use a different email address (one not already tied to any Microsoft account) as the alias for the Xbox account.
   • If another email or phone number is available, add that as a new alias and use it as the primary sign-in for the Xbox account.

If access to the locked account is required (for example, to free that email or to use it directly), the only supported path is to complete the reinstatement/unlock process using the aka.ms/ link shown on the lock screen and follow any instructions received from Microsoft’s Online Safety team.

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References:

• Help with "phone number is already used" in a Microsoft account
• Microsoft account has been locked
• Microsoft account security info & verification codes
• Troubleshoot Microsoft verification code issues