Gamertag and profile picture changed since console reset

Outdoorjames · Dec 20, 2021

Please help....

Yesterday i did a console reset (choosing to keep games and app details). I did the reset to try and sort out problems with the new update on cod mw Pacific constant crashing. When trying to get things back up and running i found my gamertag now has a number 1 after it and my profile picture has been reset to a playing card. When i try load up any games I'm getting asked to pay for a game pass or gold, which i thought i already had.

Can anybody shed any light on this please. I know there are issues with Microsoft at the mo as I've tried to call the help line but keep getting error messages saying there's a problem at there end.

Thanks in advance.... James

:)

Georges C.

Okay, James, in the case of contacting support, I don't think the phone calls are working, so it's best to get in contact via chat.

https://support.xbox.com/en-us/contact-us

Outdoorjames

Hi again Georges. I would agree that only the account holder could change profile info but unless i used a different email to sign in than the one i used to originally set up the account, i can't understand how this happened. I've only got 2 email addresses and only one of these is recognised in the xbox log in screen. I've even tried using my phone number to log in but it doesn't recognise that either. It does look like an old profile though as the 'game points' are only 45. I've been playing under the original profile for a few years and figured there would be more points than that.

I'll keep on trying to figure this out but thanks again for your time.

Regards, James

Outdoorjames

Evening Georges.

Ok, I've been at this most of the day with no success. I've tried all the email addresses i could think of but only one is recognised. I managed to log in using my phone number but this just brought up the new unwanted profile.

I searched and found the transaction in my PayPal account for xbox gold which should still have another month remaining!

I've attempted to contact xbox help using the call back option but this continues to show 'a problem with our systems'!

The main problem with all this is that my sons account was under my subscription but that is no longer showing as available along with many hours of game progression. Most of our games were downloads rather than disc but now they're not loading without my active gold subscription. I'm desperate to get this resolved as I've just bought him an elite controller for Christmas.

I'll keep trying the help centre with the hope of a solution.

Thanks for the help..

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Outdoorjames, have you ever tried to sign in to your account on the Xbox website to check if Gamertage and Gamerpic are still the same or if it has been modified as well?

Georges C.

This was the other scenario I would comment on, however try to log in with your account that used earlier.

Gamertag and profile picture changed since console reset