1. Was this ever working before? no 2. Is this your first time signing up on our site with this particular Microsoft account? yes 3. Have you gone through this help article? yes 4. Have you verified that you're on the correct Microsoft account that is used to manage your Xbox Live account? yes 5. Is your gamertag being used on Xbox 360 or Xbox One? xbox 0ne 6. Are you logged in to multiple devices or computers at the same time with the same account? yes