can somebody help?

Hi Monica, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

Please, try power cycling the console.

To do it, follow these steps:

Turn off your console by pressing the Xbox button on the front of the console for about 10 seconds, until it shuts down completely.

Unplug the console's power cable. Wait 10 seconds.

Important Be sure to wait at least 10 seconds. This step resets the power supply.

Plug the console power cable back in.

Press the Xbox button on your console to turn it on.

For more information: https://support.xbox.com/help/hardware-network/power/restart-or-power-cycle-console

Let me know if it works!

by the way, i couldnt add a photo it wouldn’t let me insert it

Hi!

Check that there are funds on the specified payment method. Also, check that your personal information is the same as the payment method (date of birth, city, etc...). If you purchasing from the console, try clearing the system cache
by holding down the power button for 10 secs. If it does not work, delete the profile and re-download it.

You can also make the purchase from the
web page and see if it works.

You have to enter the e-mail address of the account you want to recover and follow the instructions and requests on the form.

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

My name is welcome to the community.

Hello Alan, I am sorry to know that you have lost your account, in such cases the ideal is to make the account recovery by the account recovery form below.

Recover your account

https://account.live.com/acsr

Help with the Microsoft account recovery form

https://support.microsoft.com/en-us/account-bil...