Account Mix Up on Previouslt Owned Console

Colleen Bowers · Feb 3, 2023

We bought my son a used Xbox one s console for Christmas. It appears that when he was setting up his account, the previous owner’s email and password were auto saved on the console so the “new account” is attached to the previous owners email and password - my son just changed the gamer tag instead of creating a whole new account with his own email address and pw by mistake. We then signed him up for a gamepass ultimate subscription not realizing the account issue. It wasn’t until the previous owner either changed his email or password settings that my son was logged out of his account. We now can’t access the account that has the gamepass subscription, nor do I have any way of accessing the account to cancel the subscription. I have tried going through customer service to speak to someone about this, but I get stuck in a loop of suggestions that don’t address this issue. Can someone tell me how to reach customer service directly so that I can work on getting this resolved?

:)

Smwutches

You can request a call back or chat with support at http://support.xbox.com/contact-us If you don't see those options, change the category/topic until they show. However, since you are not the actual owner of the account, they may not be able to verify the information in order to cancel it.

maxen

If you're not in the US, this is the link you will want to use to contact them, and will give you the correct information for your region:

support.xbox.com/contact-us

Unfortunately there's nothing we on the forums can do regarding refunds, so you will want to select either Phone Support or a live chat (option: "Chat with MS Support").

ISirProdigy007

Hi warmaster,

Enforcement team can be contacted here

forums.xbox.com/.../4276.aspx

Happy Gaming!

Mister Mascot

It's happen in Xbox app for windows 10 ( none beta ) , Xbox app for android and Xbox.com profile. So I think it's something in servers not apps.

Thanks for the info,

In the Xbox App BETA you'll see the smiley face, which is the "Feedback" option. You'll want to submit this feedback through the app. Also, which country are you physically located in on our

Officially Supported Xbox Live Countries and Regions list and which country/region do you have your account set to? To clarify, if you're not connecting from a region on this list, or there is a mismatch between your account and region you're connecting
from. Some features may not work properly, or at all.

_______________________________________________________

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox
Insider Program Forums for help with Xbox Insider Program troubleshooting. Achievement issues? Check our sticky

HERE for the best info.

Mister Mascot

Hi,I can send more if you want - Best regards

Thanks for the picture,

It looks like you're using the Xbox App Beta, does this issue happen on the normal Xbox App or on the Xbox One console?

_______________________________________________________

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox
Insider Program Forums for help with Xbox Insider Program troubleshooting. Achievement issues? Check our sticky

HERE for the best info.

Account Mix Up on Previouslt Owned Console