I lost control of my xbox account.

Casper Samuelsson · Jan 29, 2019

Hi!

When I fully rebooted my pc, I needed to log in on the xbox app again. I used my microsoft account to log in (as usual). I am 100% sure that I wrote the right password and email. When i logged in to the xbox app, it told me to choose a gamertag and profile
picture. I didn't think much of it. When i went to play forza horizon 4. It was like i never have played before. Everything was lost. I started from the beginning.

I closed out the game and went on the xbox app. I searched my old gamertag (the one i had after my full reboot on my pc). It came up. So i know that i have a different xbox account now.

I have no other microsoft account. So it's really weird why it told me to choose a new gamertag and such. I still have the game (forza horizon 4) which means that it's the same microsoft account.

It's like someone cut the connection between my xbox account and microsoft account.

:)

choppyseize

What happens when you try to log in via desktop on the Xbox.com site?

XBF Leslie D

Hi

Thank you for letting us know that the issue has been fixed by marking the answer. We'll be locking the thread as the issue has been resolved. If you ever require any help with any other issues please feel free to come back to the Xbox Forums
for further assistance. For those reading this thread, if the troubleshooting steps listed above didn't help resolve the issue, please feel free to create a new thread asking for assistance.

ArminatorX

Hi!

When I fully rebooted my pc, I needed to log in on the xbox app again. I used my microsoft account to log in (as usual). I am 100% sure that I wrote the right password and email. When i logged in to the xbox app, it told me to choose a gamertag and profile
picture.

[...]

I have no other microsoft account. So it's really weird why it told me to choose a new gamertag and such. I still have the game (forza horizon 4) which means that it's the same microsoft account.

Can you go to
https://commerce.microsoft.com and check if your purchase for Forza Horizon 4 shows up there (or are you using Game Pass, in which case you should check your subscriptions on
https://account.microsoft.com)

If you really used the correct Microsoft account email, your purchases or subscription information should show up there.

If they do, go to https://www.xbox.com and sign in there. Is your correct Gamertag shown there? Or is it changed as well? Can you go to
https://enforcement.xbox.com and check if your Gamertag was forcibly changed?

SammieChaos

It may be best for you to contact them by phone, that way they can help walk you through. It’s always a little bit easier to have someone directly on the phone to help out and take it step by step. I hope this problem gets sovled for you.

XBF Brad A

Hello Casper,

Sounds like you signed in with a different email than what was on your account. That is why you got the point to pick a gamer tag. You can request a call from support by following this guide I tried.

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
If you still get an error try on a different browser or device. Just don't try it on the Xbox console as there been issues with it on the console.

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

I lost control of my xbox account.