I have two profiles in a single email

Hi Jamar!

Please be informed that it's not possible to have two accounts in a single email address. You both are using the same Microsoft/Xbox account. Unfortunately, it's not possible to separate those two. An Xbox account or profile is a Microsoft account itself.

Hi there! I'll do my best to help.

When was the last time you had access to your original account?

Please be informed that a single email address or a single Microsoft account will always have one Xbox profile or gamertag. It's not possible to have more than one Xbox profile in one single Microsoft account.

There two possible scenarios here. First, your original account may be linked to a different email address of yours. It may have a different spelling or domain which might be slightly identical to your current email. So I suggest that you check all your email addresses because one of them could have your correct Xbox profile. Second, it could be compromised or hacked by someone. They possibly removed your email address and replaced it with a new one letting you create a new account using your original email address. Kindly review your mailboxes to check for any confirmation emails regarding your account information change.

Best regards,

Hi Richard!

Which device/platform do you play the game?

May I know exactly how do you see those two gamertags? It's actually not possible to have two gamertags/Xbox profiles on a single email address.

You can confirm that by logging in your account via https://account.microsoft.com website and visit https://account.xbox.com/Profile to check your gamertag.

Hi. My name is Brilliant, an independent advisor, happy to assist you today.

Please be informed that a single email address or a single Microsoft account will always have one Xbox profile or gamertag. It's not possible to have more than one Xbox profile in one single Microsoft account.

Hi there!

There's no way we could have two Xbox accounts or profiles on a single Microsoft account. It has to be only one.

How did you know or check that your Microsoft account has two Xbox profiles?

Kindly check your account details through https://account.microsoft.com > Your info section. You should be able to see your account aliases or primary email address there. Then visit https://account.xbox.com/Profile to check the Xbox account or profile linked to that account.