How to Fix Missing Emails on an Xbox Live Family Account
Question details
The user is unable to receive password reset emails (such as from Ubisoft) or test messages on their @xboxlivefamily.com email address, despite successfully signing in and using two-step verification.
- Product
- Microsoft Account Email
- Device & OS
- not provided
- Scenario
- Attempting to receive a password reset link for a third-party gaming account using a legacy Xbox Live Family email address.
- Observed behavior
- The email address can be accessed, but no incoming messages or test emails appear in the inbox, junk, or any other folders.
Verify that you can successfully sign in to your Microsoft account via a web browser (like Outlook.com) and ensure your internet connection is stable.
Verify Outlook Mailbox Settings and Storage
Check your mailbox rules, filters, and storage limits to ensure incoming emails are not being diverted or blocked.
Even if you can sign in to your legacy @xboxlivefamily.com account, webmail settings such as forwarding rules or full storage can prevent new messages from arriving.
Navigate to the Junk Email and Deleted Items folders in your webmail interface to see if the Ubisoft password reset email was mistakenly filtered.
Go to Settings > Mail > Junk email. Ensure that the sender's domain (e.g., ubisoft.com) is not in the Blocked senders list and add it to the Safe senders list.
Navigate to Settings > Mail > Rules and Settings > Mail > Forwarding. Disable any unfamiliar rules that might be moving or deleting your incoming messages.
Go to Settings > General > Storage. If your Microsoft cloud storage or email storage is full, you must delete large emails or files to receive new messages.
Send a Test Email from Another Provider
Determine if the receiving issue is isolated to specific automated senders or if the mailbox is entirely unable to receive any emails.
Create a Microsoft Support Thread
If all local settings are correct and test emails fail to arrive, the legacy domain may be experiencing a server-side routing issue requiring Microsoft Support intervention.
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Frequently Asked Questions
Why am I not receiving automated password reset emails?
Automated emails from services like Ubisoft are often flagged by email providers as spam. Check your Junk Email folder, verify that your mailbox storage isn't full, and confirm that the sender's domain is added to your Safe Senders list.
Can I still use an @xboxlivefamily.com email address?
Yes, legacy domains like @xboxlivefamily.com can still be used to log into Microsoft services and receive emails. However, they occasionally experience backend routing issues that may require assistance from Microsoft Support.
What happens if my Microsoft mailbox storage is full?
If your Microsoft cloud storage or email mailbox exceeds its capacity, you will immediately stop receiving new emails. You must delete old messages with large attachments or upgrade your storage plan to resume receiving messages.
