Hi. My sons had to do a system reset on his Xbox. He knows his gamertag but cannot remember...

Hi David, my name is Oskayra and I will be happy to help you.

I clarify that the only alternative is the one you have at this moment, which is to send the account recovery form, it is the only way, let me give you some recommendations first:

The first thing is to enter information that the account has, in case a phone number or card has been deleted, you should simply omit that information and not add it to the form. That said, you can enter the following link:

https://account.live.com/acsr

Please note that Xbox support cannot help recover accounts, but in that case, if you want to contact them and talk in a live chat for more detailed information, you can access the link below.

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

If none of this works for you, it is best to contact Microsoft technical support, they are the only ones who could help you. You can report the problem through the following link:

https://support.microsoft.com/home/contact?SourceApp=smcivr1

Navigate to the search bar and enter your issue. Press Enter or click "Get Help." Sign in to access support options. Choose the appropriate product, select the appropriate category and confirm your selection. The system will provide you with support options to help you further.

Remember that this is a public forum of the Microsoft community where we are players like you who try to help/guide other players to find the solution to the problems they are experiencing, however we do not belong to Microsoft, this means that we do not have access to the accounts or information of other players.

I hope you can understand it and this information has clarified at least some doubts. I hope the problem is solved, I wish you good luck.

Best regards Oskayra

Basically my son did an upgrade on his xbox but has some how reset it and lost all his games etc. We are having trouble remembering which log on details we used . We know his gamertag . If he has reset does this mean he has lost everything. Including his
xbox live subscription as we are having trouble locating his gamertag.

I'm going to provide some background information in order to understand this situation a bit better first.

The last system update released to everyone was on August 13th.

https://support.xbox.com/xbox-one/console/system-update-operating-system

If the console received a system update recently, then chances are it has been enrolled in the Insider Program. Do you know if his account was part of that program?

https://news.xbox.com/en-us/insider/

https://old.reddit.com/r/xboxinsiders/

Also, when you say reset, do you mean Factory Reset?

https://support.xbox.com/en-CA/xbox-one/console/reset-console-to-factory-defaults

If the console got a factory reset, then the only thing he would basically lose is the stuff that's on the storage (games and profiles.)

Once he signs back into the console with his Gamertag, then he should have the option to re-download all the games associated with his profile. Plus, Xbox Live memberships are attached to the Gamertag, not the console, which means he would continue his membership
too.

When I bought my minor son his first Xbox, I added the Xbox to my account and had my son sign in there to use it. He is now an adult and I want him to set up his own Microsoft account and move his Xbox to his own account. How do we do this??.

You can easily havr him create his own account and log into his xbox.

He will lose access to his saved games and anything linked to your account. They cannot be transferred to another Microsoft account, nor can his gamertag.

He would essentially be starting fresh on his account.

The only way a gamertag would disappear from a console is if someone went in and removed it from the console by either requesting to have it individually removed or by doing a console factory reset, if the factory reset was done then you probably would have
noticed because you would have had to put ALL of the accounts back onto the console.

With that being said do you notice any new gamertags that you do not recognize on the console. If so this may be your sons account and either he chose to change his gamertag OR their may have been a complaint about the gamertag he had and the enforcement
team forcefully changed the gamertag that he had to a new one.

If there is not a new gamertag that you do not recognize on the console and you know the email and password for your sons account then you can just sign back in with the email and password for his account.

You would have to change it again -
support.xbox.com/.../change-xbox-live-gamertag

It will cost 800 points.