If you have confirmation of the purchase and you do not have access to the account, you can ...

Hi there Nicole W.

I am Lumie and I would love to assist you today.

I am so sorry you are having issues logging in.

For time being, you can use your PlayStation as a guest:

Turn on your PS4.
On the login screen, you'll see options for existing users.
Look for the option that says "New User" or "Add User." It might be below the listed users.
Select "New User" and then choose "Play as Guest."

You should be able to do this without logging in.

Then you should recover the account.

If you did not have 2FA active on the account, and the account was not deleted due to inactivity, you will need to try the Account Recovery Form: [https://account.live.com/acsr]

Detailed steps on how to use the Account Recovery Form can be found here: [https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42]

Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: [https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53]

While it might not be the outcome you are looking for, if you’re unsuccessful in recovering your account, then you will need to create a new Microsoft account. You can do that by clicking this link: [https://signup.live.com/]

Let me know if you need more help.

Regards,
Lumie

Having same trouble here! I have 3 children using xbox live. Now the youngest is being prompted to put in email and password details we dont even have. my own dont work. SO annoying! HELP!

Apparently when we first set up their accounts I must have set up an email for them (which I cant recall - probably a gmail or yahoo??) I have his user name " RegularKID2012" - but where can I find his email address?? Please help - this whole system is causing
us strife in recent times!!

forums.xbox.com/.../364085.aspx Good job, Now my kid can't do anything but try to type in an email she never had.

Hey o0Le4rner0o.

To utilize a Gold Xbox LIVE subscription, you must have a valid form of payment, as well as a valid email on your account.

That error code means that the credentials you are using do not exist, or are not valid.

It seems that since your daughter is seeing a new Gamer Tag, that means she is signing in with a different email address than originally used. Do you recall the original email account you used to setup your daughters o0Gloria0o account?

Hey there Jules! If you haven't already, please go ahead and make a new thread detailing your issue and any steps you've taken so far to fix it. That is how these forums work best as it lets us tailor our support to your specific issue. =)