Cannot retrieve my profile

SusanBuckland · Jun 26, 2020

My boyfriend recently reset his xbox one (without deleting game info) to fix a problem he was having. This worked but both out profiles disappeared. He has logged back in to his fine but i cannot get back in to mine. I know the profile is still there as
it appears on his friend list.

I tried logging in with the email i use for everything but the profile does not appear to be linked to that. I tried clicking add new (profile) and forgotten account, when i enter my phone number it says it is linked to an account with an outlook email of
the same name as my gamertag. I then tried to log in with this email but nothing. I also tried this email on outlook and it doesn’t exist. If i try to login with the phone number it says there is no account linked to it but i don’t understand how this can
be, since i was able to use the phone number to find an email address! I feel like i’m going round in circles. Any ideas?

:)

SusanBuckland

I got through to them and they were able to help me fix it. Thanks very much for your help!

ToxicShaine

I had to reset and redownload

XBF Brad A

Hello Susan,

Thanks for the reply. Do you know the gamertag? You can request a call from support. If they can "verify" the account. They can then give you the information on the account. Sounds like you used an email you don't remember.

When you go to Contact Us,follow these steps to request a call from support:

Step 1 ----click on Contact us
Step 2 ----under what you having trouble with select Subscriptions & billing
Step 3-----under what is the issue I can't redeem a code then hit next

Step 4 ----scroll down to select request a call

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Brad

SusanBuckland

Thanks for your reply. I tried the recovery form but the first step wants the email or phone number linked with the account and ive tried both but it says theyre not linked to an account even though i was able to use the same phone number to find which
email was linked!

XBF Brad A

Hey there Susan,

Thanks for reaching out. I understand there is an issue with a Microsoft Account. I recommend to try the following troubleshooting article:
Recover and reset your lost Microsoft account
password.

I suggest when you get to the portion "Where should we send the code." Click on I don't have access to any of these, and proceed with the
Account Recovery Form.

Try this out and let us know the results.

Thanks,

Brad

Cannot retrieve my profile