Account reset? Gamertag gone?

Make sure it's the same e-mail You used to sig in

This problem most likely happens when you log in with the wrong email address.

To see the one you're logged into right now please see this page:
https://account.microsoft.com/profile/

If you are not logged in on xbox.com to see that page please see this page to find your email address:

http://support.xbox.com/en-US/my-account/microsoft-account/forgot-microsoft-account-solution

What it sounds like happened is that the email that your son thought was attached to the gamertag was not that email and you recovered the account for a different profile.

The best thing to do in a situation like this is to contact xbox support by going to support.xbox.com/contact-us and give them your sons gamertag and if they can verify ownership of the account they can give you the email that would be associated with that
gamertag.

The games are attached to the account themselves. That seems like that's what causing the problem.

If you get to the point where you get the original email attached back to the gamertag, you should have all the games into the ready to install section, under my games and apps.

Like i said been through the recovery process and used the original email and gamertag in the process. Dont understand if this info was incorrect why would microsoft verify account? When we did get logged back in it was a brand new gamertag. Using his
original gamertag in recovery process it should have been denied if it wasnt correct with that email