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Troubleshooting Guide

Please look at these tips if you are having issues with your account.

1. Why do I get a "fix on web" message when I log in?
This happens because Microsoft needs to send you a one-time code. Simply log in on microsoft.com and follow the prompts. You can log back in on your Xbox/Xbox App once that's done.

2. Why are thumbnails missing for some cars in my garage?
This happens on all modded accounts. Change the car's paint or livery to load its thumbnail. 

3. Why am I stuck on an infinite loading screen (Xbox Series X|S only)
This only happens if you are on the Xbox Series X|S and you close the game while you're in a car without a thumbnail. To fix this, log in on an Xbox one or PC (or ask a friend) and switch cars. You will now be able to load in on the Series X|S. To prevent this from happening in the future always switch to a car with a thumbnail before closing the game or load thumbnails for all of your cars beforehand. (see #2)

4. Why can't I go online?
It's probably a connection or server issue. Look at xbox.com/status for Xbox Live outages. If the problem persists for more than 24 hours look for a ban message in your message center. You may be eligible for a refund/replacement if you are banned. If you aren't banned, reach out to us and we will do our best to help you.

If you still need help, contact us.