Gamertag and account gone

dttruax · Dec 9, 2018

So my son’s profile disappeared from his xbox one. It took dozens of tries on recovery quesstionnaire to verify sccount csuse he couldnt remember his password. We entered his email, name, birthday, gamertag and console ID. We received verification from
microsoft but when he logged in with email and new password its a new gamertag and his dozens of games are gone. Phoned xbox support many times to be told that the email he is using isnt connected to his orginal gamertag. This is confusing since we used that
gsmertag and email to get verification from microsoft. Afraid he lost all his games he has been collecting. Microsoft keeps sending us in circles.

:)

steeledwand7664

What it sounds like happened is that the email that your son thought was attached to the gamertag was not that email and you recovered the account for a different profile.

The best thing to do in a situation like this is to contact xbox support by going to support.xbox.com/contact-us and give them your sons gamertag and if they can verify ownership of the account they can give you the email that would be associated with that
gamertag.

Geth

The games are attached to the account themselves. That seems like that's what causing the problem.

If you get to the point where you get the original email attached back to the gamertag, you should have all the games into the ready to install section, under my games and apps.

dttruax

Like i said been through the recovery process and used the original email and gamertag in the process. Dont understand if this info was incorrect why would microsoft verify account? When we did get logged back in it was a brand new gamertag. Using his
original gamertag in recovery process it should have been denied if it wasnt correct with that email

XBF Erick C

Hello again dttruax,

When you do fill out the form it allows you to submit the information and because it is not matching that's when it does deny access to resetting the password. I understand you are saying that you are using the original email address but if it is pulling
up the wrong Gamertag then this is because it is not the correct email address. You would need that to

Recover the correct account.

I hope this helps.

XBF Erick C

Hey there dttruax,

Sorry to hear you are running into this problem. Unfortunately in this case you would need to remember what email was used with the original account. Now of course Customer support would be able to assist if you do have up to date security proofs on your
account where you can receive security codes. If the account information is not completely up to date then that's where we can run into problems.

Once you have been able to recover the correct email address you should be able to go through the
Account Recovery processes
and recover the account.

I hope this helps.

Gamertag and account gone