Just a heads up, there’s a super loud Xbox startup sound that plays at the beginning of the call. It’s pretty jarring if you’re wearing headphones and the volume is up. Unfortunately, the “tap 0 over and over again” trick to get a person on the phone won’t work here.
Just a heads up, this is probably going to be easier from a browser. Take a deep breath. We know this is a bizarre way for a company to operate a customer service department, but alas, this is how they’ve chosen to do it.
You can speed this process up by signing into your Microsoft account first. However, you should only do this if you’re 100% positive your Microsoft account ID matches the account you used to setup your Xbox Live account.
You can’t hit “next” without choosing a pre-written menu option, so if you’re confused why you can’t proceed, this might be why. Depending on the specific issue, another 1-2 clarifying questions may pop up on the screen.
Automated Solution: The top option will typically be automated. You’ll be redirected to the Microsoft virtual assistant to get troubleshooting help from a robot. Web Chat: This will pull up an online chat window where you can talk to a customer service rep. Forum Post: This options is probably the slowest, but there will usually be a link to post a question in the community forums. Scheduled Phone Call: This is what you want if you want phone help. You’ll need to sign into your Microsoft account, then provide a phone number. They’ll call you when a relevant team member is free (it shouldn’t take more than a few minutes to get a call).
For example, if you enter info about not being able to see games when you open them, you’ll only be given the option to link to a customer service rep via screensharing, which may not be possible given your setup.
This may not be the fastest option, but if you’ve got an extremely unique problem, this is probably the best way to go. There is also an unofficial Xbox peer support page on reddit if you don’t end up getting the help you need on the official forum.
