How to recover accounts/ruined my sons account!

AlexHarrison9 · Jan 30, 2019

Hello,

We had been trying to fix our X box not finding our sons headset/mic. The Youtube fixes we kept coming across didn't solve it and one said reset it. We tried that using the keep Games and Apps setting. When it turned back on it gave him a new default name
and looked like it was making him sign up again.

The mic issue is the least of our problems now. The console seems to know what games he had as the storage is showing the correct amount of space used, but it won't launch them. He tried launching Fortnite and Overwatch but it says he needs X box Gold but
he had that and it seems to be gone.

He seems stuck in this new ID, and I have no idea how to help him, or even if indeed we can get anything back. Is anyone able to explain anything in really simple terms to me? I am rubbish at this stuff and am scared we've royally mucked up the console and
lost all the money spent on gold etc? Plus of course his progress in his games.

Sorry this is probably such a newb type question but I am honestly clueless and am panicking quite a lot! Any help is greatly appreciated for this worried mum!

Thank you in advance!

:)

Tech117ad

This is exactly what we are here for and as you have seen kudos to the response time. This has happened to me and it was taken care of very quickly.

I echo the posts below and please do not be a stranger to the forums.

I have not had any issue with Xbox support as long as we all work together with patience it will be just fine.

Let us know how it works out for you - comeback after and we can take a look at the headset.

Cheers,

Zero Jehuty

Log in with his old account email. Everything should be attached to that. If you are given a new gamertag that means you did not use the email that was used before.

These steps should help.

Simple version. Log In with email that he made his account with. Gamertag/purchases/gold are attached to that email.

XBF Brad A

Hello Alex,

Sorry for the issue with signing in. Sounds as if you signed in with a different email than what is on his original account. If you are totally unsure of the email used, we recommend requesting a call from support. They can look up gamertag and if they can
verify the account then give you the information.

When you go to Contact Us to get it to request a callback follow these
steps:

Step 1 ----select Xbox One
Step 2 ----select see other options then subscription changes
Step 3-----select show contact options

Step 4 ----select request a call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Thanks,

Brad

Xbox Forum Team

MageBatRada

Do not worry alex, Everything is recoverable. As the other ambassadors said you are going to need the email associated with the old xbox live account. As brad said if that is not known please call microsoft with the name of the other account and proof
of account ownership the will have verification options that you still have access too.

Joc Holliday

First let me say sorry that this happen and lets try to get this issued resolved!

You're going to need to log into the original account that he played.

Do you know the e-mail address and password associated with that account?

How to recover accounts/ruined my sons account!