I can't login to XBOX profile and can't reset password.

Diirn · Jul 27, 2023

Hi team,

My nephew has issues with its account. He has account on his XBOX One and around 15 days ago his console asked him to provide password again. Whenever he is trying to type the password, he receives message that password is not valid but it is the correct password for 100%. When we tried to login again the Microsoft login shows us that email which he was using is not recognized. When he tried to register with that email again the completely new profile has been created.

The password and emails are 100% correct. He even has the game purchases confirmations on his email and the emails is being shown on the console on his profile.

Did MIcrosoft done any changes recently? How we can fix this problem?

:)

Rostom L

I appreciate your efforts. I am afraid that his original email address was removed from his account. You could try to contact the Xbox Support team for further assistance. Just a heads up that there's no guarantee they would be able to help regarding this matter due to the security of our accounts.

Contact them through https://support.xbox.com/en-US/contact-us > Contact us > Subscription & billing > I don't recognize a charge > describe the issue > Next > See contact options > Chat online.

Diirn

Thank you, we have tried these options as well. On his XBOX console he can see the email assigned to his profile and the email is correct, but when we try to reset the password MS states that the email is not recognise

Diirn

Thank you once again.

The email is not compromised as he has not found any suspicious activity on it and has MFA enabled. In regard to the email change notification, he doesn't see any emails with such information.

Rostom L

Unfortunately, even the Xbox Support cannot provide us the email address of our accounts if we only have the gamertag for security purposes. We really have to know the account email address in order to sign in and recover a particular account.

And yes, we should be notified via email if there were changes being made to our accounts. But there's a possibility that it was his email address that was compromised first where they manually deleted all the emails or traces about his account information change.

Also, Microsoft hasn't made any changes as to how we access our accounts. It has always been the same since then. If they did, it shouldn't cause this kind of issue though.

Rostom L

That's odd. One thing for sure, his original Xbox profile has a different email address linked to it. Maybe he has a different email address that may look identical or entered as a typo or has a different domain only. Kindly check the link below for more tips in finding an account email address:
https://support.xbox.com/help/account-profile/m...

I can't login to XBOX profile and can't reset password.