Can't sign into online games that we purchased

MichaelBoyd9 · Sep 10, 2020

Al of a sudden my son cannot access his online games we purchased. This is the statement we get.

Since you're assessing sensitive info, you need to verify your passcode for
[Mod Removed - Personal Information].

This is not his email and we don't know where it came from. When he tried to login to his microsoft account with his email it say there is no account for that email. So we think someone has hacked it and changed the email. What do we do?

:)

XBF Ezra G

Hello MichaelBoyd9,

Thank you for your post. I understand you are experiencing an issue with accessing your account. Please visit this page:

Account Recovery to attempt to gain access to your account, if you are unable to access it, please use the
Contact Us portal.

I hope this helps.

ThruHisBlood

so how do we get the fix if we can't sign in online ?

Darthdoom221

We became aware of that when the game wouldn't play. Because we can't use the online purchase, and the hard drive requirement was not stated on the game criteria, we are requesting a refund.

SkertYert

Hi I have the same problem as james I tried everything you guys have suggested and it's still not working. Pls help

ShadowxXxhunteR

Hello, I would also go ahead and try what FatalDarkprince suggested if that doesn't work for you check your My Games and Apps to see if the game is showing up. If so trying installing it from there and not from the Store. If that doesn't work check his account on your Xbox via Settings>Payment & Billing>Order History to confirm the game was purchased and perhaps call Technical Support to see if they can further assist you if you still weren't able to resolve the installation issue. Hope this helps and happy gaming!

Can't sign into online games that we purchased