All my subscriptions and apps gone

Good Evening George,

Thank you for taking time to respond.

I have done everything that you suggested and my subscriptions & games are still not appearing.

I had another payment for Gold (which I've had for 2 years) come out my account yesterday. Its now disappeared from my microsoft subscriptions list. We have also bought fifa 23 and lots of other games which have all gone.

I only have 1 microsoft account. We use the xbox every day. It was working fine until one day it asked us to randomly sign in (something which has never happened before). When I signed in it gave me an error code and xbox guidance suggested I remove the account and re-add. I did but it asked me for a new gamertag when I signed in (same account/same password)

I don't know if microsoft have closed my account but surely I wouldn't have been able to sign in again? Could it have been corrupted/hacked?

Really worried that we have lost a lot of monies worth of games and I'm paying for xbox live Gold/ game pass.

I cant contact microsoft by phone as that doesn't seem to be an option.

Thanks,

Rebecca.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Rebecca, It must be some system error.

If the account you removed and put back in had your subscription, games etc, everything is there.

You can verify your signature using the link below.

Services e subscriptions.

https://account.microsoft.com/services

On your console follow the procedures below.

Xbox One reset keeping Games:

Press the Xbox button to open the panel.

Select system > Settings > System > Console Information

Select Reset console.

Restore and maintain my games and apps.

Rest assured, you won't miss games or saves

Note: You need to know the email and passwords of your accounts when performing this reset.

Hello there! For this case, we suggest to refresh the hard drive, you can press the guide button then the options button on the games and apps link it'll give you the option to refresh it.

Yes I did that, but I still don't have any games or apps of mine installed.

In this case, our suggestion here, attempt a Soft Factory Rest Xbox Support by selecting the following:
Reset and keep my games & apps. You should use this option as your primary choice when troubleshooting. It will reset the OS and delete all potentially corrupted data without deleting your games or apps.