xbox pc app login

Hi Fami Tavor,

Thank you for reaching out.

This behavior usually points to cached sign-in information on the PC or a mismatch between the account currently attached to Windows/Xbox components and the account that now has the active subscription.

Here are a few additional checking steps that you can also try:

1, Check date and time settings

• Go to Settings > Time & language > Date & time
• Turn on Set time automatically
• Restart the PC and try the Xbox app again

2, Remove the Microsoft account from Windows, then add it back

• Open Settings > Accounts
• Find the Microsoft account currently connected to the Xbox app
• Remove it from the device
• Reopen the Xbox app and sign in with the correct account

3, Clear old saved credentials

• Search for Credential Manager
• Check both Web Credentials and Windows Credentials
• Remove any old Microsoft/Xbox-related entries
• Restart the PC and test again

4, Run the Gaming Services Repair Tool

• Open the Xbox app
• Select your profile picture > Support
• Run Gaming Services Repair Tool
• Let it complete, then restart the PC

I hope one of these suggestions helps get the app signed in properly. Let me know if you need further assistance, feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thanks for your effort.

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The Xbox app and Microsoft Store on Windows must use the same Microsoft account. The login loop and the strange @outlook.com address indicate an account mismatch or cached credentials from the old/locked account.

Follow these steps on the PC:

1. Close Microsoft Store and Xbox app
   • Make sure both apps are fully closed (not minimized).
2. Reset the Microsoft Store cache
   • Open Command Prompt as Administrator.
   • Run:

          wsreset.exe
     

   • This will clear the Store cache and reopen Microsoft Store.
3. Sign in to Microsoft Store with the correct account
   • When Microsoft Store opens, go to the profile icon.
   • Sign out of any existing account (especially if it shows the unknown @outlook address).
   • Sign in using the new Microsoft account that works on the web (the one with the Gmail address and active Game Pass Ultimate).
4. Reset the Xbox app
   • Open Settings → Apps → Installed apps.
   • Find Xbox.
   • Select Advanced options → Reset (this clears the app’s local data but not the subscription).
5. Open the Xbox app and sign in
   • Start the Xbox app.
   • If prompted, choose the same account that is signed into Microsoft Store (the Gmail-based Microsoft account).
   • If it shows the wrong @outlook address, choose Use a different account (or sign out first) and then enter the Gmail-based account.

If the account still loops or the username is not recognized, use the Microsoft account recovery/sign-in tools to confirm that the correct account and password are working:

• If the username/password stopped working: follow the steps in My username and password have stopped working and use Recover your account at https://account.live.com/password/reset.
• If sign-in issues persist more generally, use the Sign-in Helper tool from I can't sign in to my Microsoft account.

Once the same working Microsoft account is used in both Microsoft Store and Xbox app, the login loop and wrong @outlook address should stop, and Game Pass Ultimate should work in the PC app.

References:

• Account mismatch between Windows 11 store and Xbox PC app - Microsoft Q&A
• My username and password have stopped working
• I can't sign in to my Microsoft account