Email asks to contact support regarding problem on my account

JoshuaThompson79 · Nov 9, 2017

morning, I also got an email stating an issue with my account and to contact your support. What seems to be the issue?

A couple years ago I had an issue that would not deposit my credits until I hit the next star level. I hope this isn't the same thing. Suggestions? Please fix this, I'm not good with forums, rather email or call.

:)

BinaryKitten-06C439AF-7320-421F-AE9D-29E89AF6E482 · Nov 9, 2017

Email asks to contact support regarding problem on my account

Hi Received an email recently and it had a banner saying "There seems to be an issue with your account:

please reach out to our support
forum team." So, i've come here and done just that.

Not sure if this is tied to the previous issues i had..

https://forums.xbox.com/en-us/thread/6fc6cd3a-4d84-453c-96c4-02ce38d6440c 2yr ago

https://forums.xbox.com/en-us/thread/f25d09e7-ef91-4cdd-b5df-60a6562cfb55 1yr ago

Would be glad to get any all issues here resolved.

Thanks

XBLRewards8 · Nov 9, 2017

Email asks to contact support regarding problem on my account

Hello BinaryKitten,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a database not under our control, we have escalated the problem, and it is currently being worked
on by another team. At the current point in time, they have not yet provided us with an approximate solution date, but have estimated that they should be able to provide a fixed deposit in the next deposit cycle at the end of this month. We apologize for the
inconvenience, and ask for your patience while our other team works on a solution.

XBLRewards8 · Nov 9, 2017

Hello TF ThommyGunn,

There is currently an internal issue with the data stored for your account which is preventing a deposit. Our deposit process cannot correctly determine the primary billable account to deposit into for your Microsoft Account, and thus aborts the process.
This is an issue that we are working on resolving with another team since we are not able to fully access the database containing billable account information. At the moment, we have not received an estimate on when this problem will be resolved, but this
other team has been able to provide fixed deposits occasionally. We see that your successful deposits were not due to you being promoted in Star Level, but due to the actions of this other team. We apologize for the inconvenience.

XBLRewards8

Hello TF ThommyGunn,

There is currently an internal issue with the data stored for your account which is preventing a deposit. Our deposit process cannot correctly determine the primary billable account to deposit into for your Microsoft Account, and thus aborts the process.
This is an issue that we are working on resolving with another team since we are not able to fully access the database containing billable account information. At the moment, we have not received an estimate on when this problem will be resolved, but this
other team has been able to provide fixed deposits occasionally. We see that your successful deposits were not due to you being promoted in Star Level, but due to the actions of this other team. We apologize for the inconvenience.

XBLRewards8

Hello BinaryKitten,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a database not under our control, we have escalated the problem, and it is currently being worked
on by another team. At the current point in time, they have not yet provided us with an approximate solution date, but have estimated that they should be able to provide a fixed deposit in the next deposit cycle at the end of this month. We apologize for the
inconvenience, and ask for your patience while our other team works on a solution.

JosefLBohorquez

I think the problem could be that the email you used to create the account was deleted.
Usually migration process ask for a verification on the email address that you used to create the Mojang account

Did you tried contact Mojang support to made this email address change first?

WPAK

They will ask questions regarding the account, that can include things like last purchases, payment options details, address details etc.

It's the only option you have left to get the account's email address, so you will have to contact Xbox Support (By Phone)

WPAK

Hi there,

to find out what the email is, you can also contact Xbox Support if you can't find it yourself. They will try to verify if you are the 'owner' of the account by asking a few questions regarding the account if they are answered correctly they will tell you
the associated email address (Microsoft Account)

You can contact Xbox Support via
http://support.xbox.com/contact-us

-

Keep in mind that the account itself could also be banned.

If you are able to connect to xbox live via a different account on the same console, like the one you are using for this thread, then the console is not banned, but the account is.

Email asks to contact support regarding problem on my account