Can't connect my account

Hi Tim!

When resetting your Xbox to factory defaults it does remove the accounts from the Xbox. That's why before ever suggesting to do this we make sure that you guys have access to your Microsoft account and a Wi-Fi connection.

After reading the information you provided it seems like at the moment of signing in instead of signing in to your primary account you
created a new one.

To sign back in to the main account where you have your 12 month Xbox Live Subscription and your games you will need the email that was used when the account was created to sign back on.

If still having trouble recovering the main account. I would recommend for you to contact Live Support so they can assist you further into registering your Xbox.

The best way to reach Live Support would be here: https://support.xbox.com/en-US/contact-us#0

It's going to ask if you want help from the virtual agent select no thanks, pick the category(Games) and just pick a contact method
(request a call from support or Chat is faster).

i usually just have to do this but they want to verify my account with my phone number but they propose me the old one...

Hey there antoine,

Sorry to hear you are running into these problems when logging into your account. Do you know if you have your account secured with a two-step verification process? In this case I would advise to go through
www.account.microsoft.com so that you can update your accounts security information. Take a look at the following articles for steps on how to update the information.

• Update all of your Microsoft account security information
  

Give this a try and let us know of any changes.

Hey Antoine!

Thank you for responding. In some instances, it may take up to 30 days for your new security info to update. Did you receive a notification saying so? As per our Update Microsoft Information page, you should still be able to access your Xbox. If you continue
to have issues signing in, we suggest you try reaching out to one of our account specialists by heading over to our
Xbox Support site.

Hi!

You can also verify it with the e-mail associated with your account as well.