Game loading but not playing

When you press the a button on the game, it shows the game's logo and then it cuts back to the xbox home screen.

Could you give us an example of what "load" and "play" mean?

Either way, sometimes a power cycle of the Xbox can clear most problems: https://beta.support.xbox.com/help/hardware-network/power/restart-or-power-cycle-console

Hi there,

please try the manual power cycle steps like mentioned on the following link, be sure to wait at least 60 seconds before powering on again:

http://support.xbox.com/en-us/xbox-one/console/power-cycle-console

Let it know if there are any results

When you say the game is loading but not playing, do you mean that the game is stuck on the start screen?

Is there a way to talk to a actual human via phone or web chat about account password recovery?