Hi there, wondering if anyone has had trouble with games disappearing off the library?

We are here to serve you, it is good that you have already been able to solve it.

Please come back if you have any more questions.

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

I'm sorry you have this problem, researching on the internet I was able to find that in the forum, the independent advisor Jorge, recommends the following steps for a solution.

What model of your Xbox One would it be, the reset you did was keep games and applications or delete everything.

Click the link below and log in with your account, and go to the Purchasing Department, can you see the games you purchased?

https://account.microsoft.com/billing/orders/

Another way to check the games you have is to log in on the PC to the Microsoft Store App with the account you play on Xbox, then click on the 3 dots in the upper right corner and click on "My Library" will appear all the games you have in your account, and from there you can manage them and have them installed on Xbox.

Information source (credits):
https://answers.microsoft.com/thread/c126e4cd-6c1a-4b72-8b13-a84ad62d8907

Best regards,
Marvina.

Hi Marvina,

Found out what the problem was. Checked my billing history and it only goes back to 2016. I’m now remembering I had an issue back then whenever my Xbox reset itself and everything got wiped. Was never able to recover anything from it when I connected a laptop to it, was like it done a self factory reset. So I made a new account shortly after then. I did try and look for a professional that’s able to take the console and check it’s storage for anything remaining from the old account but never got around to it as I just assumed it was gone. Thank you for your help anyway it was very much appreciated.

Just wondering if anyone has had it where a game wouldn't start properly or where the console doesn't turn off properly.

Ok, I had hoped to avoid that... I found the possibility to delete his account from the XBox, but I haven't done that yet, because I don't know if his subscription to XBox Live Gold disappears with it. I haven't found the possibility to log him off and log
on with my game account that has no subscription. I was wondering if I could do that and then change everything on the accounts.