Xbox Live Reputation System Xbox One and Xbox on Windows feature a completely overhauled and redesigned player reputation system. This system was designed to better your overall experience on Xbox Live by helping to improve the way that players interact with each other on the service. At its most basic, the reputation system rewards positive behavior (such as playing fairly and with good sportsmanship), and creates a downside for those that exhibit poor behavior (such as cursing, being disrespectful, or cheating). How does it work? With this reputation system, all players start with a clean slate and a standard reputation score of “Good Player”. As you play online and interact with other players, you’ll accumulate feedback from both your teammates and opponents, as well as from the games you play. Over time, this feedback will start to have an impact on your Xbox Live reputation as represented by this graphic on your Player Card: Good Player

The most common player on Xbox Live. A typical user who plays online with some regularity and receives very little negative feedback from other players. Needs Work

A user whose reputation score has fallen due to many reports of bad behavior over the course of many gaming sessions. Needs Work

A user whose reputation score has continued to fall due to many reports of bad behavior. If this downward trend continues, the user will begin to be matched with only other low-reputation players. Avoid Me

A user who routinely receives lots of negative feedback and causes trouble in the community. To prevent further abuse, the user will most likely be matched with other low-reputation players. Your reputation score will have an effect on many aspects of your online experience including who you are matched with, the reputation of your Xbox Live party, and your ability to communicate with others on the Xbox Live service. I’ve never been suspended. Why do I have such a low reputation? A change in an account’s reputation score is not considered an enforcement action and is not indicative of a suspension; it’s possible to have a low reputation score without violating the Microsoft Services Agreement or Code of Conduct. Instead, reputation reflects how the Xbox Live community views a player’s behavior over time. The reputation system emphasizes a player’s sportsmanship and overall attitude and is intended to help ensure a level playing field for all Xbox Live members. My reputation score is falling, how do I improve my score? Avoid activity that other players are likely to view as unfair or unsportsmanlike. Certain types of behavior are widely-viewed as negative, inappropriate, or disruptive by the Xbox Live community, including but not limited to: Team-killing or betraying other players

Going idle for long periods during gameplay

Intentionally or repeatedly crashing into other players in racing games

Frequently dropping out of multiplayer matches

Hoarding weapons or vehicles with the intent of preventing teammates from using them

Denying other players time to select a move or play in strategy or sports games

Being overly critical of the play style or shortcomings of other players Even if you aren’t personally troubled by such behavior, keep in mind that reputation is a reflection of how the Xbox Live community at large views an account’s activities. Avoid making unsportsmanlike comments. Smack talk is an understandable part of competitive online gaming, but not all players react to smack talk in the same way. Routinely making snarky or condescending comments, regardless of whether you won or lost the match, will increase the likelihood of receiving negative feedback. Smack talk may be viewed as even less appropriate if the particular game or gametype that you’re playing is not intended to be competitive. Reduce unwanted background noise and audio feedback. Many players find background noise distracting and feel it disrupts the gaming experience. If your headset or Kinect microphone regularly picks up background noise (such as music, fans or air conditioning units, barking dogs, background conversations, etc.) other players may not have a positive reaction. To ensure other players have a pleasant experience, consider finding ways to reduce background noise or mute your microphone when not talking. Play a wide range of games and gametypes. If you routinely receive negative feedback due to unsportsmanlike behavior or communications in a specific game or gametype, it may become more challenging to find good matches or new players in that game title. By playing different games and interacting with other players in a positive and productive way, your reputation score can improve. How do you stop people from unfairly manipulating my reputation score? The reputation system is designed to be resilient and to prevent abuse from other players. There are a number of protections put in place to ensure that other users are not unfairly affecting your reputation score. Reputation takes into account a wide range of data points, of which community feedback is only one component. However, in order to ensure the security and integrity of the reputation system and Xbox Live, we cannot divulge specific reputation protections. A popular gamer got all of his friends to spam complaints against me. Will this lower my reputation? No. Though your reputation score can be impacted after accumulating legitimate negative feedback, spamming someone with unwarranted or baseless complaints (even from a large number of players) will not unfairly result in a lower reputation. Can I have my friends on Xbox 360 send me a preferred player review to improve my reputation? No. Just as spamming unwarranted complaints will not unfairly cause a player’s reputation score to drop, instructing other players to ‘prefer’ a player will not improve a low reputation. The reputation system on Xbox 360 is distinct from the reputation system in place on Xbox One and Windows 10, and one does not impact the other. Furthermore, attempts to manipulate reputation or other Xbox Live systems is a violation of the Code of Conduct and can lead to enforcement action. How does this impact the Xbox 360 reputation system? Xbox One and Windows 10 were designed from the ground up with entirely new technology. As a result, this reputation system is distinct and separate from Xbox 360 reputation.

Enforcement by Platform Xbox Live is available on a wide variety of devices including Xbox 360, Xbox One, and Windows 10 PCs, phones, and tablets. As the community continues to grow the Xbox Live Policy & Enforcement Team remains committed to preserving and promoting a safe, secure and enjoyable experience for all of our members across every device. If a player behaves poorly on Xbox Live – whether on an Xbox console or a Windows device, we take it seriously and will ensure any enforcement action applies to their account on each platform. Enforcement reciprocity: There is only one Xbox Live Because Xbox One and Windows 10 were designed from the ground up with entirely new technology, some enforcement actions impact Xbox 360, Xbox One, and Xbox on Windows differently. These differences are outlined below. For more information about what each type of enforcement means, visit Xbox Live Suspensions and Xbox Live Device Bans. Enforcement Xbox 360 Xbox One & Xbox on Windows Forced Gamertag Change After receiving a forced Gamertag change the system will automatically select a new Gamertag for the account. Account Privilege Suspension (Temporary) The account will not be able to sign in to Xbox Live from any Xbox 360 for a specific duration, often 1, 7, or 14 days. Certain privileges specific to the infraction will be removed from the account for the duration of the suspension. Account Suspension (Permanent) The account will not be able to sign in to Xbox Live from any device. Game DVR / Upload Suspension (Temporary) N/A The account will not be able to upload Game DVR and Upload Studio content to Xbox Live for a specific duration, often 7, 30, or 90 days. Communications Suspension (Temporary) The account will not be able to communicate on Xbox Live for a specific duration, often 1, 7, or 14 days. This includes sending messages, in-game chat, and parties. Certain communication privileges specific to the infraction will be removed from the account for a specific duration, often 1, 7, or 14 days. This includes the ability to communicate using Skype on Xbox One. Device Privilege Suspension N/A Certain privileges specific to the infraction will be removed from the Xbox One or Windows 10 device for the duration of the suspension. Device Ban The affected device will not be able to connect to the Xbox Live service.

Xbox Live Suspensions We’ve designed the Xbox Live service as a place where all members can interact and have fun online. To help protect that experience for our customers, the Xbox Live Policy & Enforcement Team monitors the service for behavior that violates the Microsoft Services Agreement and Code of Conduct. Violations of the Code of Conduct can result in a variety of actions depending on the nature and severity of the violation. This page describes several types of enforcement actions and how they impact affected accounts. Keep in mind the following rules of thumb regarding Xbox Live suspensions: Generally, suspensions end at approximately the same time of day that they are issued- not at the beginning of the calendar day. For instance, a 24 hour suspension issued at 3:00 p.m. will end at approximately 3:00 p.m. the following day, not at midnight.

Microsoft is not obligated to provide a warning prior to issuing a suspension or other enforcement action. By agreeing to the Microsoft Code of Conduct you acknowledge that you understand and accept the rules of the Xbox Live service.

The length of the suspension depends on the severity of the offense. Especially egregious violations can result in an immediate permanent suspension. For additional information about why XBLPET issues suspensions and how certain Code of Conduct violations harm the Xbox Live community, please visit the Stay Safe section. For information about how you are notified of a suspension, visit Notifications & Inquiries. Communications Suspensions Communication suspensions are imposed due to inappropriate conduct during communication activities on Xbox Live. This suspension blocks an account from accessing any communication features on Xbox Live, including text messages, voice messages, video communications, Skype on Xbox One, in-game chat, and party chat. Communications suspensions are issued for a specified temporary duration, often of 1, 7, or 14 days. During a communications suspension the account may continue to access the Xbox Live service, including online multiplayer. At the conclusion of the suspension all communication functionality will be automatically restored. Account Suspensions An account suspension completely blocks the affected account from being able to sign in to the Xbox Live service for the duration of the suspension. Account suspensions are issued for a specified duration, often of 1, 7, or 14 days, though egregious or repeated violations can result in a permanent suspension. Account suspensions may be imposed for a variety Microsoft Code of Conduct violations. This includes, but is not limited to: Offensive or inappropriate Xbox Live profile content

Inappropriate in-game behavior or cheating

Attempts to manipulate the Xbox Live service through network interference, feedback abuse, complaint abuse, or other system tampering

Harassment of other Xbox Live users or impersonation of Microsoft staff or partners

Attempts to exploit the Xbox Live Marketplace or Xbox Support for financial gain

Account theft, phishing, or other attempts to defraud Microsoft or other players Forced Gamertag Changes When a forced Gamertag change is imposed, the system automatically assigns a new Gamertag to the affected account, much in the same way a system-generated Gamertag is provided when you first sign up for Xbox Live. If a player is unhappy with the assigned Gamertag and wishes to change it, he or she may purchase a new Gamertag through the standard Gamertag change process. However, the Gamertag that received the forced change will remain unobtainable. A forced Gamertag change may be issued if a Gamertag visually resembles, sound likes, represents, hints at, abbreviates, or otherwise insinuates any of the following: Profane words or phrases

Topics or content of a sexual nature

Hate speech

Controversial religious topics

Notorious people or organizations

Sensitive current or historical events Privilege Suspensions On Xbox One and Xbox on Windows privileges are used to determine what each account can and cannot do on the Xbox Live service. A privilege suspension can occur when an account has abused a particular Xbox Live feature or committed a Code of Conduct violation that does not necessitate a full account suspension. Suspending select privileges can isolate an account’s inappropriate content or behavior without disrupting the account’s entire Xbox experience. Some of the privileges that may be suspended as the result of a Code of Conduct violation include: Creating Game DVR or Upload clips or screenshots

Sharing Kinect content

Playing online multiplayer

Joining parties

Communicating with other players

Sharing profile content For example, if a player creates an offensive Game DVR clip he or she may receive a privilege suspension temporarily removing his or her ability to create Game DVR content, but online multiplayer and other Xbox Live features may remain intact. The length of a privilege suspension is dependent on the severity of the violation and the nature of the particular offense. Game-Specific Bans Game developers have the ability to build game-specific security into their titles and enforce their community policies independent of the greater Xbox Live system. This is often true for games that feature extensive player-created content or have robust and active online communities. Since every game is different, the method by which you are notified of a game ban varies by developer. Game-specific bans fall outside the scope of Xbox Live Policy & Enforcement, and XBLPET and Xbox Support cannot provide insight into game-specific enforcement actions. For specific information about a game ban, please contact the appropriate developer or publisher.

Xbox Live Device Bans We’ve designed the Xbox Live service as a place where all members can interact and have fun online. To help protect that experience for our customers, the Xbox Live Policy & Enforcement Team monitors the service for behavior that violates the Microsoft Services Agreement and Code of Conduct. When a particularly egregious violation of the Code of Conduct occurs, it may result in a device ban. Overview Device bans are not issued lightly, and occur when a particular Xbox console or Xbox on Windows device is used to violate the Code of Conduct in an egregious or repeated manner. Once a device ban occurs, no account can connect to the Xbox Live service from the affected device. Given the severity of this action we take each device ban extremely seriously, and only take action after a lengthy investigation. Devices can be banned from Xbox Live for a number of reasons, including but not limited to: Xbox console tampering, such as physically opening an Xbox console and modifying it to play illegitimate or unauthorized software

Online fraud, such as phishing, account theft, or other attempts to defraud Microsoft or other players

Repeated egregious violations of the Microsoft Services Agreement that establish a clear pattern of nefarious activity Please note that banning an Xbox console or Xbox on Windows device does not disrupt the underlying functionality of the device, and it can continue to be used offline following the ban. For more information about using Xbox One offline, visit xbox.com/offline. Notifications Upon receiving a device ban, any account that attempts to sign in to the Xbox Live service will receive a notification. The specific content of the notification depends on the type of device that received the ban. Xbox 360: “This console has been banned for violations of the Terms of Use. To protect the Xbox Live service and its members, Microsoft does not provide details about console bans. There is no recourse for Terms of Use violations.” Xbox One: “Your console is banned. This console has been banned for Terms of Use violations. To protect the Xbox service and its members, Microsoft does not provide details about specific console bans. For more information out console bans, visit xbox.com/xboxone/consoleban.” Frequently Asked Questions Are all device bans permanent? All Xbox Live device bans are permanent. However, some Code of Conduct violations that don’t rise to the level of a device ban can instead result in the temporary loss of specific Xbox One or Xbox on Windows device privileges. When this occurs, the device can still connect to Xbox Live, but certain functionality (such as communications or online multiplayer) will be restricted for a particular duration. If my Xbox on Windows device is banned, does that mean I can’t use that Windows 10 device anymore? When a Windows 10 device is banned, the device will no longer be able to connect to the Xbox Live service. This includes use of the Xbox app and associated features. However, the Microsoft Account can continue to sign in to that Windows 10 device and use other apps and features online. How do you detect modified Xbox consoles? There are many factors that lead to the ban of a console. However, in the interest of security and privacy we do not publicly disclose investigative methods. My device has been banned. Does that mean my Xbox Live account will be suspended as well? The scope of any enforcement action is determined by looking at a number of factors, including the nature and severity of the violation and previous enforcement history. In some cases an account suspension may accompany a device ban, but it is not guaranteed. To avoid receiving an account suspension make sure to follow the Microsoft Code of Conduct. Can I still be banned if I purchased an Xbox console second-hand? Yes. The warranty on a second-hand Xbox console is void, and the purchaser assumes the risk for any previous modifications or unauthorized activity. Even if the console’s ownership has changed, the console may still be subject to a ban. If you purchase a console that has been previously banned you will not be able to connect to Xbox Live, and the ban will not be lifted as a result of the change in ownership. We recommend customers who believe they have not committed actions on the service to warrant a ban to contact previous owners or users of the console. If you have purchased or intend to purchase a second-hand Xbox 360, you can check its current ban status by entering its serial number into the Console Check Tool. Please note that the current absence of a ban does not preclude the possibility of future enforcement action. If I have a banned device, can I still access my achievements and content? If your account has not been suspended, you may still sign in to other Xbox consoles and Xbox on Windows devices. This includes accessing your purchased content and your profile, including achievements, as they existed prior to the device ban. Can I move my Xbox 360 hard drive or Xbox One external storage to another console? Yes. When a device ban occurs the hard drive remains functional. You can continue to use it offline, and may move it to a console that has not received a ban.

Suspension Notifications & Inquiries If a player violates the Microsoft Services Agreement or Code of Conduct and receives a suspension, the Xbox Live Policy & Enforcement Team is committed to ensuring the player understands why. Proper notification of a suspension is important and can help the affected player gain an understanding of the violation and learn what kind of behavior to avoid in the future. Read below to learn how you are notified of an enforcement action, where you can learn more about it, and how you can contact us if you have questions. How am I notified of my suspension? When XBLPET issues an enforcement action, an email message is automatically sent to the address associated with your Xbox Live account. This address is referred to as your Microsoft Account (MSA). If you are using a child account, an email is also sent to the Microsoft Account associated with your parent or guardian. Each email message explains that the account was subject to enforcement action and links to pages that provide additional information. In addition to the email message, affected accounts also receive an Xbox Live message that can be viewed from your Xbox console, Xbox.com, and the Xbox app on Windows 10. Like the email, this message explains that the account received enforcement action and provides links to more information. Note that if you have received a full account suspension you may be unable to view this message, and will instead be notified upon attempting to sign in to Xbox Live that the account has been suspended from the service. Feature-specific notifications are also displayed when attempting to use impacted features or apps on your Xbox One console. The specific method of notification depends on the enforcement type and what feature or app you select, but typically include a notification indicating you are not allowed to use the feature. Where can I learn more about my suspension? Whether you have been subject to a suspension or simply want to learn about the policies that govern Xbox Live, enforcement.xbox.com is your home for all topics related to enforcement. First, check your Enforcement History. This page displays any enforcement actions associated with an account, including suspensions, forced Gamertag changes, and content takedowns. Enforcement History also shows when each enforcement was issued and when it ends (if applicable), and includes an overview of the violation and how the enforcement impacts the account’s access to Xbox Live. In addition to Enforcement History, we recommend reviewing the following resources: Visit the Xbox Live Suspensions page to learn about different types of suspensions and how they impact you

Visit the Enforcement Reciprocity page to learn about how enforcement actions are implemented on Xbox 360, Xbox One, and Xbox on Windows

Visit the Stay Safe section to get a rundown of Code of Conduct violations, what they mean, and why they negatively impact the Xbox Live service I still have some questions. How do I contact the Enforcement Team? If you have questions regarding an enforcement action or are unsure why it occurred, you can submit a Case Review inquiry through your Enforcement History. This allows you to interact directly with an enforcement agent, who will review the circumstances surrounding the case and explain why the enforcement was issued. Any Xbox Live member with an active enforcement action may submit a case for review through the account's Enforcement History, provided the enforcement meets the following requirements: The enforcement's duration is greater than 24 hours in length

The enforcement was issued in the last 12 months For more information about Case Review process, visit the Case Review overview page. Note: XBLPET welcomes all Case Review inquiries. However, abusive or belligerent behavior will not be tolerated. When submitting a case for review or replying to a request for additional information, do not abuse or threaten Microsoft employees or post profane, bigoted, or otherwise provocative content. As with all Xbox Live activities, the guidelines outlined within the Code of Conduct still apply. Disregard for these rules may result in the closure of your Case Review. Especially egregious violations may result in additional Xbox Live enforcement action.

Enforcement Myths The Xbox Live Policy & Enforcement Team strives for transparency and accountability with every enforcement action. We want you to understand our policies, and don’t believe anyone should be left in the dark when receiving a suspension. Nevertheless, over the years many myths have spread about our team. Read below to learn the truth about some of the most common enforcement misconceptions: I got suspended. Does this mean I lose all of my games? Permanent account suspensions & Xbox Live content In most cases, a permanent Xbox Live account suspension does not remove your games or purchases. Any previously-downloaded games, apps, or features that can be used in an offline mode will still be accessible to the suspended account. However, any content or features that require online services will not be usable by the account, such as the ability to purchase new content and, without a designated home Xbox One console, the ability to re-download content through other accounts. If the account had a designated home Xbox One console, most of the suspended account’s content will still be accessible to other accounts on that home Xbox. This includes the ability to download updates, re-download content, and use content online. Keep in mind that consumable game content, any Microsoft account balance, and premium subscription services are not transferable from the suspended account and will not be accessible to other accounts. For example, if you purchased and installed a game to your home Xbox before receiving a permanent account suspension, your suspended account can still play the game offline if it has a supported offline mode. Other accounts present on your home Xbox can continue to access the game’s full online functionality. If another game was downloaded to your home Xbox but deleted prior to the permanent account suspension, other accounts present on the console can re-install the game to the home Xbox from the suspended account’s game library. Visit support.xbox.com to learn more about Using Xbox Live Gold sharing features on Xbox One. To check if your current Xbox is your home Xbox, see How to designate an Xbox One console as your home Xbox. Why can’t a permanently suspended account re-download content? A permanent suspension permanently blocks the affected account from accessing Xbox Live. This means it will not be able to connect to Xbox Live to re-download previous content or purchase new content. Permanent suspensions are never issued lightly, and only occur after severe or repeated violations of the Code of Conduct. Because of the seriousness of these violations, and to keep other Xbox Live players safe, permanently suspended accounts are blocked from accessing Xbox Live in any capacity. What can an account do offline? When offline, a permanently suspended account can continue to play downloaded games, use apps and features that don’t require an internet connection, and watch TV. Keep in mind that games have different connectivity requirements; some games support offline local multiplayer, while others may require an internet connection for single player. To learn more about using Xbox One offline, visit xbox.com/offline. Will I get banned just because I received complaints? No. A common misconception is that a certain number of reports will result in an automatic suspension. According to the myth, even if you haven’t done anything wrong someone can get you suspended by encouraging players to file many complaints. This is completely untrue. XBLPET investigates complaints and takes each report into consideration when making an enforcement decision, but a certain volume or frequency of complaints doesn’t guarantee a suspension. We take an evidence-based approach to enforcement and take numerous factors into account when considering issuing a suspension. The context around the content or activity is particularly essential and drives our decision-making process. Simply put, there is no magic formula that instantly results in a suspension. Despite what some may claim, XBLPET will never ever ban anyone “for no reason”. Suspensions always occur as a result of a specific Code of Conduct violation. I wasn’t doing anything wrong when I got suspended. Why did this happen? While some Code of Conduct violations are immediately resolved, XBLPET also conducts reactive investigations. Many of these investigations are triggered by player complaints. The Code of Conduct has no statute of limitations, and users may be enforced upon at any time for past offenses. A player may be offline (or playing single player) at the time of the suspension, but his or her online status at that particular moment may have no bearing on the reason behind the enforcement. If you receive a suspension and are not sure why it occurred, please check the email sent to your Microsoft Account or view your Enforcement History on enforcement.xbox.com. I received a forced Gamertag change. Can XBLPET let me choose a new Gamertag for free? Some rumors give the impression that XBLPET will provide a free Gamertag change to accounts that have received a forced Gamertag change. This is not the case. In the past, a forced Gamertag change gave users the opportunity to change the offending Gamertag free of charge. Unfortunately, this gesture was prone to abuse, and many people simply chose new, equally offensive Gamertags. As a result, the Gamertag enforcement process changed. A forced Gamertag change now automatically assigns a new Gamertag to the account, much in the same way a system-generated Gamertag is provided when you first sign up for Xbox Live. If a player is unhappy with the assigned Gamertag and wishes to change it, he or she may purchase a new Gamertag through the standard Gamertag change process. I got a message saying I was signed in on another console when I was banned. Did I get hacked? While it can be alarming to see a message indicating your account was signed into another Xbox right before receiving a suspension notification, it’s not indicative of a compromised or “hacked” account. This message is a product of the Xbox 360 enforcement process and does not literally mean that the account was signed into another console at that moment. It also does not mean that another player caused the suspension. Only XBLPET has the ability to issue enforcement actions, and if you receive a suspension it’s because we determined that the account committed a Code of Conduct violation, not because you were hacked. However, if you have reason to believe your account may have been compromised or the actions that led to the suspension occurred while the account was outside your control, please visit the Compromised Account Solution Tool. Xbox blocks offensive Gamertags. If I was able to create the Gamertag it shouldn’t be considered offensive, right? While some offensive terms (for instance, unambiguous profanity and racial slurs) are blocked and cannot be used in a Gamertag or profile, inappropriate Gamertags and profiles that use available terms may still be subject to enforcement action. The Code of Conduct establishes that certain types of content, such as profanity, hate speech, references to illegal activities, and other controversial or sensitive topics are not permitted. Content that is designed to look similar to or otherwise suggest such topics is also inappropriate. The vast majority of Gamertags are perfectly acceptable. However, successfully creating a particular Gamertag doesn’t automatically mean that it’s appropriate. If you encounter an offensive Gamertag or profile, please file a complaint. Shouldn’t I receive a warning before a suspension? The Code of Conduct clearly outlines the rules of Xbox Live and establishes what content and behavior is not appropriate. We strongly encourage all players to familiarize themselves with this document (don’t worry, it’s a quick read!) to best understand how to keep Xbox Live fun for everyone. When a player agrees to the Microsoft Services Agreement and Code of Conduct, it’s expected that they understand the rules of the service. In many cases, a suspension itself also acts as a warning. When XBLPET issues a suspension, it serves as an indication that a Code of Conduct violation occurred and affected player needs to re-visit the rules. If you receive a suspension, please take a moment to think about the behavior that led to it and visit our Stay Safe section to understand how Code of Conduct violations negatively impact the Xbox Live community. My roommate was playing when I got suspended. Can it be lifted? Xbox Live is a social platform, and we love hearing about players sharing their experience with friends and family. Xbox Live is at its best when everyone joins in the fun! However, as the owner of the account you are ultimately responsible for how the account is used, both good and bad. When we issue a suspension, it’s not necessarily because you committed a violation, but because the account was used to commit a violation. Even if you weren’t home or holding the controller when the activity occurred, if a particular Gamertag was used to harass other players or cheated in a game we have to hold it accountable. If you wish to restrict usage of your account you can set up a passkey on Xbox 360 or Xbox One. And thanks to the benefits of Home Gold, it’s easier than ever for every member of the household to create their own Xbox Live account! I don't have any prior suspensions. Shouldn't I be suspended for just one day? When issuing an enforcement action, XBLPET takes into account any prior suspension history. However, the length of a suspension is also dependent on the severity of the violation. Many first-time violations result in 24-hour suspensions, but if the offense is more severe or places more players at risk, a lengthier temporary suspension may be warranted. Especially egregious violations, such as modding, fraud, or extreme harassment, can result in an immediate permanent suspension. This occurs if the account can no longer be trusted to access the Xbox Live service without threatening the integrity of Xbox Live or the safety of the community. Permanent suspensions may also be issued if an account has a history of Code of Conduct violations and continues to engage in malicious behavior despite previous enforcement actions. For more information about Xbox Live suspensions and how they impact accounts, visit our suspension overview page. I checked the Code of Conduct, and what you banned me for isn’t listed. How is this possible? When players join Xbox Live or use other Microsoft services, they agree to the Microsoft Services Agreement. This document includes a Code of Conduct that establishes the general rules that should be followed when using a wide-range of Microsoft products and services. By visiting our Code of Conduct page, you can see how Microsoft’s Code of Conduct applies to Xbox Live. This includes a number of examples of prohibited conduct and content. These examples help illustrate the spirit of the rules, but as stated in the document, they are not meant to be a complete list of possible violations. For instance, one example of harmful content describes negative speech directed at people who belong to a group, including groups based on race, ethnicity, nationality, language, gender, age, disability, veteran status, religion, or sexual orientation/expression. However, there are other forms of negative speech that may be subject to enforcement, despite not being directed to one of these specific groups. Every enforcement issued by XBLPET is rooted in the Microsoft Services Agreement and Code of Conduct, but it’s not practical to list every possible scenario. If you’re ever concerned that an activity may not be permitted on Xbox Live, please review the high-level rules (don’t cheat or tamper, don’t engage in fraud or unauthorized transactions, don’t harm or harass, etc.) and consider the values that they represent.

Case Review If a player violates the Microsoft Services Agreement or Code of Conduct and receives a suspension, the Xbox Live Policy & Enforcement Team is committed to ensuring the player understands why. Part of this goal is accomplished through proper notification and messaging, but in the event a player is still confused about an enforcement or believes it was not warranted, they may reach out to XBLPET directly through the Case Review process. What is Case Review? Case Review is a tool that allows players who have received an enforcement action (for example, an account suspension or forced Gamertag change) to have their enforcement reviewed by a member of the Xbox Live Policy & Enforcement Team. Suspensions are never issued lightly, but Case Review allows Xbox Live members to interact directly with XBLPET and gain greater understanding of the enforcement and why action was taken. In the very rare event that the review determines that a mistake was made or the enforcement was not necessary, steps will be taken to remedy the situation. Who can submit a Case Review? Any Xbox Live member with an active enforcement action may submit a case for review through the account's Enforcement History, provided the enforcement meets the following requirements: The enforcement's duration is greater than 24 hours in length

The enforcement was issued in the last 12 months You may only request a review of your own active enforcement actions, and must be signed in to the account that received the enforcement (or signed in to the parent account if a child account was suspended). Prior to submitting a Case Review, you may be prompted to complete a short questionnaire designed to gauge your understanding of the Code of Conduct. Failure to pass this questionnaire will temporarily prevent you from submitting a review, during which time we recommend familiarizing oneself with the Code of Conduct. Note: Currently, Xbox device bans are not eligible for Case Review. How do I submit a Case Review? Submitting a Case Review is easy, and can be accomplished in several steps: Sign in to enforcement.xbox.com with the account that received the enforcement action and select the large box with an orange hammer icon, or visit your to enforcement.xbox.com with the account that received the enforcement action and select the large box with an, or visit your Enforcement History Find the enforcement action that you wish to have reviewed, and select Apply for Review. Read the Case Review Terms of Use and agree by clicking the checkbox and selecting Agree. If you are already eligible for a Case Review, select the green arrow icon. If you are not yet eligible, you will be presented with a short questionnaire. These questions help gauge your understanding of the Code of Conduct and associated policies. Upon successful completion of the questionnaire, select the green arrow icon. Provide any details (up to 500 characters) regarding the enforcement action that may help XBLPET conduct a more complete investigation. This may include context around the activity or content that received enforcement, information about your game activity, or any other facts that you believe are worth noting. When complete, select Submit. After submitting, an Xbox Live Policy & Enforcement agent will begin a thorough review of the enforcement action. This includes reviewing available data and re-examining evidence that contributed to the enforcement, taking into account any new details that you have provided. Case Review status Over the course of the review, your case may show several different status levels, including: Submit Case: You are about to submit a case for review. Please make sure to include any relevant information or facts before submitting.

You are about to submit a case for review. Please make sure to include any relevant information or facts before submitting. Under Review: Your case is currently under investigation by XBLPET.

Your case is currently under investigation by XBLPET. Need Info: XBLPET requires additional information from you. Please refer to the enforcement agent’s latest comment and submit additional details to continue the investigation. Note that not every case will require additional information and/or discussion.

XBLPET requires additional information from you. Please refer to the enforcement agent’s latest comment and submit additional details to continue the investigation. Note that not every case will require additional information and/or discussion. Decision: The Case Review has completed. Please refer to the enforcement agent’s comments for additional information.

The Case Review has completed. Please refer to the enforcement agent’s comments for additional information. Summary: The completed outcome of the Case Review, which you may refer to following the case’s closure. You can check your Case Review status at any time by visiting your Enforcement History or Case Review History. Note: XBLPET welcomes all Case Review inquiries. However, abusive or belligerent behavior will not be tolerated. When submitting a case for review or replying to a request for additional information, do not abuse or threaten Microsoft employees or post profane, bigoted, or otherwise provocative content. As with all Xbox Live activities, the guidelines outlined within the Code of Conduct still apply. Disregard for these rules may result in the closure of your Case Review. Especially egregious violations may result in additional Xbox Live enforcement action.

Complaints & Enforcement Feedback The Xbox Live Policy & Enforcement Team continuously patrols the Xbox Live service to combat inappropriate activity, but we also rely on passionate members of the community to help keep Xbox Live fun and safe for everyone. Every day players alert us to potential Code of Conduct violations, prompting investigations that often result in enforcement action. Though the impact of your complaint may not be immediately clear, we are listening, and we want you to know that you have been heard! To help emphasize the importance that reports play in the enforcement process, XBLPET may send the following message if we take action on your complaints: “Thanks for helping make Xbox Live safer for everyone! We took action on one or more of the recent complaints you filed. For more information: www.xbox.com/live/complaint-feedback” If you receive one of these feedback messages, there’s no need to reply- we simply want to thank you for doing your part! We regularly re-evaluate who receives feedback and under what circumstances, so if you haven’t received a message before, don’t worry. If you’ve witnessed a Code of Conduct violation and filed a complaint you’ve helped make Xbox Live a better place! Read on for more information about the Xbox Live complaint process and enforcement feedback. For more information about how to file a complaint, check out the How-To section. Why should I file a complaint? When you file a complaint on an inappropriate player or activity, it informs XBLPET that a potential Code of Conduct violation is in need of investigation. We conduct a wide-variety of independent investigations that help reduce abusive behavior, but we can’t be everywhere at once. Filing a complaint on a particular player or activity (such as an offensive Gamertag, message, or video clip) directs XBLPET to the potential violation and helps protect the entire community. What happens when I file a complaint? Each complaint acts as a notification to XBLPET, informing the team of the potential violation. Many of these complaints then enter dedicated queues monitored by enforcement agents, who investigate each complaint and determine whether or not enforcement action is warranted. XBLPET agents monitor these complaint queues 24 hours a day, 365 days a year, so enforcers are always standing by to ensure you have a fun and safe Xbox Live experience. So if I file enough complaints against someone will they get banned? Nope. As explained on our Enforcement Myths page, there is no set number or frequency of complaints that will guarantee a suspension. If a player receives numerous complaints but has not committed any Code of Conduct violation, no suspension will be issued. However, even one complaint can be enough to lead to enforcement action if it is determined that a violation occurred. XBLPET takes every piece of player feedback seriously, but you should only submit a complaint if you believe a Code of Conduct violation has taken place. Falsified or excessive frivolous complaints are considered complaint abuse, and are treated as Code of Conduct violations in their own right. I file plenty of complaints. Why don’t I get more feedback? Complaints don’t always result in a suspension. We appreciate you taking the time to file a report, but we need to evaluate the potential violation contextually and determine if the behavior is actually against the Code of Conduct and Microsoft Services Agreement. Sometimes the observed activity does not rise to the level where enforcement is warranted. In other circumstances we may take action, but due to business, legal, or privacy concerns we may refrain from sending feedback. But no matter the outcome, your complaint is still taken seriously! I received feedback. Does the other player know I complained? Not at all! Your privacy and safety are important to us, and suspended players will never know who filed complaints against them. The last thing we want is for someone to retaliate against you for doing your part to keep Xbox Live safe.

How to file a complaint Overview If you feel that an Xbox Live player has violated the Microsoft Services Agreement or Code of Conduct, you can file a complaint against that player. When considering filing a complaint, keep the following in mind: If a game has a built-in complaint option, you can also file a complaint from within the game. Refer to the documentation that came with the game for instructions.

If another player hasn’t necessarily violated the Code of Conduct but you want to avoid playing games with that player, consider filing a player review.

Filing a complaint won't help you avoid another player on Xbox Live. To learn how to avoid another player, please follow the steps outlined at Mute, block, or avoid other players on Xbox Live. How to file a complaint If another player engages in cheating or inappropriate gameplay, abusive behavior or communications, or has an offensive Gamertag or profile content, you can file a complaint. To file a complaint against another player: Press the Guide button on your controller. Select Friends. Navigate to the Players tab if you wish to report a recent player. Select the Gamertag you wish to report. Select File Complaint. Then, select File Complaint again on the next screen. Select one of the following general reasons for filing the complaint:

Profile: The player's Gamertag, personal picture, or personal information contains inappropriate material.

The player's Gamertag, personal picture, or personal information contains inappropriate material. Text and Voice Communications: The player used vulgar, hateful, harassing, or threatening language in voice or text communications.

The player used vulgar, hateful, harassing, or threatening language in voice or text communications. Video Communications: The player was vulgar, hateful, harassing, or threatening in video communication.

The player was vulgar, hateful, harassing, or threatening in video communication. Tampering: The player tampered with a game, an Xbox 360 console, Xbox Live, or the feedback system.

Select one of the following specific reasons for filing the complaint:

Profile: Gamertag, Personal Picture, Personal Info, Player Content

Gamertag, Personal Picture, Personal Info, Player Content Text and Voice Communications: Text Message, Voice Message, Voice Chat, In-Game Voice

Text Message, Voice Message, Voice Chat, In-Game Voice Video Communications: Picture Message, Video Chat

Picture Message, Video Chat Tampering: Feedback Tampering, System Tampering, Cheating

Select File Complaint. Select Don't File if you decide not to file the complaint.

Mute, block, or avoid other players on Xbox Live Overview You can control how people communicate with you on Xbox Live. If you don't want to hear or be contacted by specific players on Xbox Live, you can mute them, block their communications, or avoid them altogether. If you believe the player has violated the Microsoft Services Agreement or Code of Conduct, you may also wish to file a complaint. Mute another player on Xbox Live If another player engages in abusive or inappropriate in-game or chat voice communications, you can mute the player. This prevents the player from speaking to you in-game or in a chat session. To mute another player on Xbox Live: Press the Guide button on your controller. Select Friends. Navigate to the Players tab if you wish to mute a recent player. Select the Gamertag you wish to mute. Select Mute. To unmute a player, select the affected player’s Gamertag and select Unmute. Block communications from another player on Xbox Live Blocking another player prevents you from receiving the player’s messages, game invites, and party invites. It also, if applicable, removes the player from your friends list. To block another player on Xbox Live: Press the Guide button on your controller. Select Messages, and navigate to a message from the player you wish to block. Select Block Communications. You can unblock a player at any time by sending the affected player a message or friend request. Avoid another player on Xbox Live The player review option on Xbox 360 enables you to select whether or not you want to play with a specific player again. By selecting to prefer or avoid a specific player, you increase or decrease the chance of encountering that player again in future multiplayer matches. Please note that you must play with a player at least once before you can submit a player review. To avoid another player on Xbox Live: Press the Guide button on your controller. Select Friends. Navigate to the Players tab if you wish to avoid a recent player. Select the Gamertag you wish to avoid. Select Submit Player Review. Select Avoid This Player. Select one of the following reasons for avoiding the player:

Communication: The player was trash talking (insulting), used unpleasant language, or disrupted the session through their use of voice communication.

The player was trash talking (insulting), used unpleasant language, or disrupted the session through their use of voice communication. Game Behavior: The player was overly aggressive, unsporting, or quit the game early.

The player was overly aggressive, unsporting, or quit the game early. Player Skill: The player’s skill did not match that of the other players, or they did not understand the game.

Select one of the following specific reasons for avoiding the player:

Communication: Trash Talking, Unpleasant Language, Disruptive Voice.

Trash Talking, Unpleasant Language, Disruptive Voice. Game Behavior: Overly Aggressive, Unsporting Conduct, Quit Early.

Overly Aggressive, Unsporting Conduct, Quit Early. Player Skill: Lacking Skill, Too Good, Unfamiliar With Game.

Submit a report on Xbox One If you think a player violated the Microsoft Services Agreement or Code of Conduct, submit a report to Xbox. You can report a player’s behavior or report specific content such as messages, Clubs, and activity feed items. All Xbox One reports include the option to enter comments. Use this opportunity to provide Xbox with more information about the violation. Report a player To report a player that behaved in an inappropriate way or has an inappropriate name or Gamertag: Double-tap the Xbox button on your controller to bring up the guide and select the Gamertag that you wish to report. If the player is not a friend, select Recent players from the drop-down menu or select Find someone and enter the player's Gamertag. From the player's profile card, select Report or block. Select Report. Select one of the following reasons for the report.

Player name or Gamertag: The player's Gamertag or real name is inappropriate.

The player's Gamertag or real name is inappropriate. Cheating: The player used unauthorized modifications or attempted to gain an unfair advantage in multiplayer.

The player used unauthorized modifications or attempted to gain an unfair advantage in multiplayer. Player picture: The player’s gamer picture is inappropriate.

The player’s gamer picture is inappropriate. Voice communication: The player used inappropriate, abusive, or threatening language in voice communications.

The player used inappropriate, abusive, or threatening language in voice communications. Unsporting behavior: The player didn’t show good sportsmanship.

The player didn’t show good sportsmanship. Quitting early: The player frequently quit multiplayer games to avoid losing.

Select Add comment to provide more information. When finished, select Report. To report a player’s bio or location: Double-tap the Xbox button on your controller to bring up the guide and select the Gamertag that you wish to report. If the player is not a friend, select Recent players from the drop-down menu or select Find someone and enter the player's Gamertag. From the player's profile card, select See full profile. Select More. Select Report. Select Bio or location. Select Add comment to provide more information. When finished, select Report. Report a message To report an inappropriate text or voice message: Double-tap the Xbox button on your controller to bring up the guide and navigate to Messages. Select the message conversation containing the inappropriate message. Navigate to the specific message. If the message was not sent by a friend, select Report message under the inappropriate message. If the message was sent by a friend, select the message itself, and then select Report message. Select Message, or Spam if the message included an advertisement or was sent repeatedly. Select Add comment to provide more information. When finished, select Report. Messages in Club chat can be reported to either a Club admin or to Xbox. If the message doesn’t belong in the Club, select Club admin. If the message violates the Code of Conduct, select Xbox Live Policy & Enforcement Team. To report an inappropriate Looking for Group message: Navigate to your LFG post. Select the text showing how many players are interested. Select the Gamertag with the inappropriate message, and then select Report message. Select Inappropriate message. Select Add comment to provide more information. When finished, select Report. Report a feed item, comment, or capture Activity feeds on the Community tab, player profiles, Clubs, and game hubs allow players to see and comment on what others are playing. These feeds also display game clips and screenshots, known as captures. To report an inappropriate feed item or comment: Select the inappropriate activity feed item or comment. Navigate to the offending player's Gamertag and select Options, and then select Report. Select Inappropriate feed item or Inappropriate comment, depending on what you're reporting. Select Add comment to provide more information. When finished, select Report. Club feed items can be reported to either a Club admin or to Xbox. If the item doesn’t belong in the Club, select Club admin. If the item violates the Code of Conduct, select Xbox Live Policy & Enforcement Team. You can also remove your own activity feed items and any comments associated with your content. To remove a specific feed item or comment, select Options, and then select Delete item or Delete comment. Report a Club Clubs are player-created and managed groups that help players meet and connect with others. To report a Club with an inappropriate name, picture, background image, or description: Navigate to the Club containing the inappropriate profile information. Select Report. Select Add comment to provide more information. When finished, select Report. Report a Looking for Group post Looking for Group (LFG) allows players to quickly find other people to play with through posts that describe what the host is interested in. To report an inappropriate LFG post: Navigate to the inappropriate LFG post. Select Report this post. Select Inappropriate post content. Select Add comment to provide more information. When finished, select Report.

Mute or block other players on Xbox Live Overview You can control how people communicate with you on Xbox Live. If you don't want to hear or be contacted by specific players on Xbox Live, you can mute them or block their communications with you. If you believe the player has violated the Microsoft Services Agreement or Code of Conduct, you may also wish to file a complaint. Mute another player on Xbox Live If another player engages in abusive or inappropriate in-game or chat voice communications, you can mute the player. This prevents the player from speaking to you in-game or in a chat session. To mute another player on Xbox Live: Double-tap the Xbox button on your controller to bring up the guide, or say "Xbox, go to Friends" and select the Gamertag that you wish to mute. If the player is not a friend, select Recent players from the drop-down menu or select Find someone and enter the player’s Gamertag. From the player’s profile card, select Mute. To unmute a player, follow the same steps and select Unmute. Block another player on Xbox Live Blocking another player prevents you from receiving the player’s messages, game invites, and party invites. It also prevents the affected player from seeing your online activity, and, if applicable, removes the player from your friends list. To block another player on Xbox Live: Double-tap the Xbox button on your controller to bring up the guide, or say "Xbox, go to Friends" and select the Gamertag that you wish to mute. If the player is not a friend, select Recent players from the drop-down menu or select Find someone and enter the player’s Gamertag. From the player's profile card, select Block. You can also block a player after receiving an offensive or inappropriate message. To block a player through the Message app: Double-tap the Xbox button on your controller to bring up the guide and navigate to Messages, or say "Xbox, go to messages." Select the message conversation from the player you wish to block. Select More. Select View profile card. Select Block. To unblock a player, follow the same steps and select Unblock.

Set Child Privacy & Online Safety on Xbox Live Overview You can control your child’s privacy settings on Xbox Live. These settings help ensure that your child has a safe and enjoyable online gaming experience and can only access content that you are comfortable with. Privacy settings are organized into two categories: things your child is allowed to do, and things others are allowed to see about your child. Changing these settings is easy and only takes a few short steps. Watch the video below to learn about setting child privacy settings:

Manage child spending on Xbox Live Overview You can control how your child purchases content on Xbox Live. If you want to limit or block your child from making purchases, it’s as simple as changing the relevant settings. Watch the video below to learn about managing child spending on Xbox Live:

Submit a report on the Xbox app If you think a player violated the Microsoft Services Agreement or Code of Conduct, submit a report to Xbox. You can report a player’s behavior or report specific content such as messages, Clubs, and activity feed items. All Xbox app reports include the option to enter comments. Use this opportunity to provide Xbox with more information about the violation. Report a player To report a player that behaved in an inappropriate way or has an inappropriate name or Gamertag: Navigate to the Friends menu. If the player is not a friend, select Followers or Recent players from the drop-down menu to bring up the relevant list. You can also search for the player by typing their Gamertag into the search bar. Select the Gamertag you wish to report. Select More, and then select Report. Select one of the following reasons for the report.

Bio or location: The player's bio or location is inappropriate.

The player's bio or location is inappropriate. Cheating: The player used unauthorized modifications or attempted to gain an unfair advantage in multiplayer.

The player used unauthorized modifications or attempted to gain an unfair advantage in multiplayer. Player name or Gamertag: The player's Gamertag or real name is inappropriate.

The player's Gamertag or real name is inappropriate. Player picture: The player’s gamer picture is inappropriate.

The player’s gamer picture is inappropriate. Voice communication: The player used inappropriate, abusive, or threatening language in voice communications.

The player used inappropriate, abusive, or threatening language in voice communications. Unsporting behavior: The player didn’t show good sportsmanship.

The player didn’t show good sportsmanship. Quitting early: The player frequently quit multiplayer games to avoid losing.

Provide any additional information in the text box, and then select Report to Xbox. Report a message To report an inappropriate text or voice message: Select the Messages icon. Select the message conversation containing the inappropriate message. Right click, or if using a touch device, press and hold the inappropriate message and select Report. Select Message. If the message included an advertisement or was sent repeatedly, select Spam from the drop-down menu. Provide any additional information in the text box, and then select Report to Xbox. Messages in Club chat can be reported to either a Club admin or to Xbox. If the message doesn’t belong in the Club, select Report to Club admins. If the message violates the Code of Conduct, select Report to Xbox Live Policy & Enforcement Team. To report an inappropriate Looking for Group message: Navigate to your LFG post. Select the text showing how many players are interested. Navigate to the Gamertag with the inappropriate message, and then select More. Select Report message. Select Inappropriate message. Provide any additional information in the text box, and then select Report to Xbox. Report a feed item, comment, or capture Activity feeds on the home tab, player profiles, Clubs, and game hubs allow players to see and comment on what others are playing. These feeds also display game clips and screenshots, known as captures. To report an inappropriate feed item or comment: Navigate to the inappropriate activity feed item or comment. Select the hammer icon associated with the activity feed item or comment. Select Inappropriate feed item or Inappropriate comment, depending on what you're reporting. Provide any additional information in the text box, and then select Report to Xbox. Club feed items can be reported to either a Club admin or to Xbox. If the item doesn’t belong in the Club, select Report to Club admins. If the item violates the Code of Conduct, select Report to Xbox Live Policy & Enforcement Team. You can also remove your own activity feed items and any comments associated with your content. To remove a specific feed item or comment, select the trash can icon next to the feed item or comment. Report a Club Clubs are player-created and managed groups that help players meet and connect with others. To report a Club with an inappropriate name, picture, background image, or description: Navigate to the Club containing the inappropriate profile information. Select Report. Provide any additional information in the text box, and then select Report to Xbox. Report a Looking for Group post Looking for Group (LFG) allows players to quickly find other people to play with through posts that describe what the host is interested in. To report an inappropriate LFG post: Navigate to the inappropriate LFG post. Select the post, and then select Report this post. Select Content of post. Provide any additional information in the text box, and then select Report to Xbox.