Cannot log in

Have you tried downloading your profile? If it was on your old console, you will have to recover your profile to your new console.

Hi,

We need to answer the following questions to properly isolate your case:

1. Are you getting any error messages?

2. Have you made any changes on the device prior to this concern?

To help fix problems signing in to the Xbox app on Windows 10, refer to this
link and perform the steps provided.

Also, we recommend running the troubleshooter for Windows apps that can help resolve problems with an app from the Windows Store. To proceed, click this

link and follow the on-screen prompts.

Looking forward to your response.

Hi, contact one of the Misters or Misses here on the forum and they will sort this out for you.

Can you log into your microsoft account with the profile that keeps trying to load? Sometimes when you have an email that you are using for the account and haven't used or signed on with it for awhile it will look like the account is closed. I'm not sure
why they do that but it's some security thing. And if you could sign in with the other profile and you dont have the license for that game on that profile the saves won't come up. But if it's a disc copy of the game the saves are still going off of the other
profile essentially making you start over again on that profile. Most if not all of the game saves are saved to the cloud now. And as far as taking it back if it's around 2 weeks or less you can take it back to the retailer. If it's more you can call up support
at 18004myxbox and have them do a search for the gamer tag that you are trying to sign in with. They won't consider it a repair under warranty to even get a new one or have it looked at. They'll tell you to use another profile or help you check your game saves
and account to see what's going on.

Clear the cache/cookies I'm guessing? If so, I last cleared it yesterday, around 8PM PST.