Gamer tag updated, now the only game I purchased is gone

Ayvree · Mar 28, 2023

When I migrated my Mojang account, it had me update my xbox gamer tag. For context, my original gamer tag (without the hashtag followed by numbers) is preserved on my gaming laptop, but when I integrated my Mojang account using my desktop computer, the game doesn't show up on that version (the gamer tag with the hashtag and numbers). I am able to see it in my game library on my laptop and even play it (it's even the same Microsoft account), but it's as if my old gamer tag never existed. I only noticed this issue when I wanted to play Sea of Thieves again (a game I purchased in 2019) and it wasn't appearing in my game library OR my transaction history. I was on the phone with support for 3 hours, kept getting bounced between the same departments, got disconnected 3 times, and was offered no solution/resolution, so I'm extremely frustrated, to say the least haha.

Old gamer tag on my laptop:

New gamer tag on my desktop PC:

:)

Rostom L

Sure. No problem. I appreciate your patience and time here in the community.

Ayvree

Thank you for your reply! The strange thing is that they're linked to the same email/Microsoft account, any other email I tried to log in with didn't have an associated account for me to even attempt a password reset/recovery

I'm able to log into the new xbox profile, but the old one doesn't show up no matter what I try.

Rostom L

Hi Ayvree!

Sorry to hear about what happened. Let's see what we can do about this matter.

Based on your issue description, you have created two different Microsoft accounts or Xbox profiles. It is because during your Minecraft migration to a Microsoft account, if you used your original account that has the original gamertag with no suffixes, you shouldn't be asked to setup or enter a new gamertag since it's supposed to be an existing account already. You were asked to enter a new gamertag because you're setting up a new Microsoft/Xbox account.

Check your other devices or old devices like Xbox consoles where your original Xbox profile was added before, to find traces of the correct email address that was linked to that account. Make sure to double check your email spelling and domain name of the email.

If you have other email addresses, be sure to sign in each one of them via https://account.microsoft.com website and visit https://account.xbox.com/Profile to check the gamertag attached to that particular account.

Rostom L

I understand. The account's primary email address cannot be linked to multiple accounts or Xbox profiles because it's unique in every accounts. Your original gamertag with no suffix must be linked to a different email address. It is because, if you linked your Minecraft account to your Microsoft account (with gamertag that has no numbers) you won't be able to set or claim the same gamertag with suffix as they're technically the same gamertag and the numbers or suffix is just an identifier for each unique account.

I suggest to try to enter your phone number or emails or skype username if you had it linked to your original account here https://account.live.com/username/recover to find your correct account.

Original Colton

Hello OP, have you tried recovering your gamertag? If that doesn't do the trick, try clearing your cache.

Gamer tag updated, now the only game I purchased is gone