Completely broken account

Mathis GUIHOT · Aug 26, 2022

Hi everyone,

This morning I switched on my Xbox after a while, but there is one account that has a digital game with a lot of progress, I tried to sign in to this account but it asked for a verification to the email address linked to this account, but it's email id has been disabled since 2021, hence I could not send any OTP to this email.

I tried the method to recover the account and change the email id of this account but I failed, even though I provided the exact informations.

I also know that there isnt any way to transfer game data to another account, and I don't want to buy the game again...

What should I do ?

:)

Kathy A.

Hello Mathis GUIHOT,

We have not heard anything from you since our last reply. Please do not hesitate to create a new thread if you have new concerns. We hope that we have answered the issue you reported to us. We personally understand that finding time to work on this matter can be a little difficult to manage. Thus, we would like to let you know how much we appreciate your patience and most importantly the time you have dedicated to post here in Xbox Forums.

Regards,

Kathy A.

Hello Mathis GUIHOT,

We have noticed that you have not responded to our last message. We would like to know whether the issue you have raised with us is still ongoing. If yes, please let us know so that we can continue our conversation.

Regards,

Kathy A.

Hello Mathis GUIHOT,

Welcome to Xbox Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

I could not really imagine how crucial it is to know that your account that stores your game, purchases and achievements is inaccessible. For now, please allow me to do the best I can in helping you with the process of recovering it. Account recovery can be difficult due to disabled email that was set as security information. You may recover it still by filling out the Account Recovery form.

Additionally, you may review this support article with other types of information you can provide - Help with the Microsoft account recovery form.

We recommend that you complete the account recovery form and provide specific information that only you, the account owner knows well. You can also fill out the form using the device you previously use to sign in with. Please know that even if you have denial for account recovery you can still resubmit the form.

Alternatively, you may try verifying your account with the help of your phone number you have added to the account. Try that by using this link: Account check.

Hope this answers your query. If you have further concerns kindly create a new thread using this link - Create a new question or start a discussion.

Sincerely,

Xbox Forum Moderator

Microsoft Community

ShreemoyMondal

so basically my account is gone for ever? I am completely heart broken. I am done.

Mister Quasar

Hey Powson94! Thanks for reaching out.

So you only see that issue when signing into the child account that you made for your cousin, for which your account is the parent account? To help us narrow this down further, can you try signing into Xbox.com with the child account from a different PC/Windows
10 device? Do you see the same issue on a different device?

Completely broken account