I have lost Xbox account data through the Xbox App on Windows 11

chickenroaster · Apr 4, 2025 at 2:34 AM

I recently cleaned a solid-state drive for a new personal computer, and now my Xbox account data appears to be missing. I factory reset the drive before deconstructing the older PC, and then I added the same drive to a newer system.

All programs appeared to retain non-localized data aside from the Xbox App. I first recognized an issue when I installed the video game Forza Horizon 5 through Steam. Usually, the game would require me to sign in, at which point I would log in through my Xbox account. Upon successfully logging into my Xbox account, the game would begin to sync my progression data automatically and load into my saved game. After building my newer system, my progression no longer syncs in Forza Horizon 5 after logging into my Xbox account.

When I discovered this issue, I attempted to troubleshoot by logging out and then back into the Xbox app, the Microsoft Store, Steam, and the Xbox Game Bar. Ensuring the proper account was in use did little to help the problem, so I contacted customer support through Forza, Steam and Microsoft. Forza support checked my account and told me there is no progression data on Forza Horizon 5. Since I know this is not the case, I checked through an online social page on the Forza website that tracks game data. My account shows no record of data in any Forza game despite me having played over 100 hours across multiple entries.

Forza support also suggested that I contact Steam and Xbox customer support. I have not yet received a response to my inquiry to Steam, and my communication with Xbox support has thus far been unhelpful. After waiting a significant amount of time for a phone call, I spoke with an Xbox customer support agent, but my call was abruptly disconnected after only 15 minutes. I could not obtain any useful information through this phone consultation, which leaves me with no direction on how to recover my data.

I understand that my SSD's factory reset may have wiped data that was saved locally. However, I fail to understand how cleaning one physical drive can wipe data stored in the cloud. Regardless, I hope to get at least some peace of mind and confirmation that purchased content can be recovered or refunded somehow. Since this is a new issue, I have not yet checked if my DLC content is still accessible.

Please let me know if you have suggestions on how I might be able to recover my missing data. Any help would be greatly appreciated.

:)

MakuraDreams

Hi, Kathy.

I resolved the issue through a PC reset and upgrade to Windows 11. Sadly, I lost all game files on the Game App, worth 100+ hours. It is what it is...

Thanks.

andersonpassos

Thank you for contact us! I'm Anderson, an Independent Consultant and a Microsoft user like you.

good evening

It sounds like you're having trouble switching between your Windows and Xbox accounts in the Xbox app on your new HP Victus running Windows 11. There could be a few different things causing this issue, but here are a few steps you can try to troubleshoot the problem:

Make sure you're running the latest version of the Xbox app. You can do this by going to the Microsoft Store and checking for updates.

Try signing out of both your Windows and Xbox accounts in the Xbox app, then signing back in. Make sure you're using the correct login credentials for each account.

Clear the cache and data for the Xbox app. On Windows 11, you can do this by going to Settings > Apps > Xbox > Advanced options > Reset.

If you still have issue, try uninstalling and reinstalling the Xbox app.

If the above steps do not work, it is possible that there is an issue with your Windows or Xbox account.

jasonelmore

how did you update the xbox app? Through the windows 11 store? or did you use windows update?

kovalev nyr94

It's a brand new desktop with Win 11 Home and so far only used for < 24 hrs and I pushed through all Windows updates. It appears to have fixed itself slowly. First it had the Xbox account logged into Microsoft Store app while the Xbox app had the Windows account. Then it allowed me to successfully download a game from Gamepass. After playing the game, Windows is now using the Xbox gamerpass on the Xbox app. I have no idea how it all of a sudden did it on its own, but it works and I hope it stays that way.

Samuel Gemmill

Ok so I followed your instructions and no chat with support Officer was available, only,

Community help and

Change regional settings

Just to go over what we discussed,

Having issue were game install is within Xbox game folder and windows Apps.

I am not too concerned about deleting game data, profiles , progress saves etc. I am concerned however on the double data per game install.

As previously discussed installing through the Xbox app is placing game install on both,

- Xbox games folder (within C Drive)

And

- Windows apps

I have the most up-to-date Windows 11 23h3 on a Lenovo idea pad gaming laptop 4 GB VRam and 16 GB ram, 500 GB SSD.

Sam

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