Locked out of Xbox account

RunninFool0808 · Mar 26, 2021

So this has been extremely frustrating, and seems many people have this issue with no apparent resolution. Further, it seems microsoft/xbox can't be bothered to let you directly speak to a support representative to try and resolve this issue. Hence I turn to the community in hopes of finding some sort of resolution.

The issue: My xbox live account is asking me to enter an old password associated with an old email address. I can no longer login to Xbox with my gamer tag to play any of my games. FYI I have an original Xbox One I'm trying to play on.

Why was this an issue and what steps have I taken to correct the issue: I originally had my xbox live account registered under an old university email address, which was obviously deactivated after a set time once I graduated. I followed all the required steps on my microsoft account to generate an alias with my personal email address, designated my personal email address as my new primary address, and then removed my university address from the account. I also made sure that my new xbox live account and gamer tag were associated with my personal email address. I know this worked because now when I turn on the xbox and look at my gamer tag to sign in, my personal email address is shown directly below the gamer tag. However, when I turn on my xbox, click on my gamertag to log on (with my personal email address listed under the gamer tag), I get a request to enter the password from my university account (which has been deleted from the microsoft account and no longer exists).

I also have a PC and have the xbox console companion installed to play my xbox games on my pc. Has no issue signing in under my personal email address and password. Only happens on my xbox console. Hopefully somebody has some sort of solution, because as of right now I can only play in offline mode and can't use any of my saved content. PLEASE HELP!!!!

:)

Frathos

Have you tried removing your XBL profile from your console and then adding it back using only the new account credentials? If you haven't then that might help you out however I'd double check my Microsoft Account logon & email details on the web site first to ensure there is no sign of your old email address associated with your account.

Good luck!

lachlan davenport1

Sadly, if you can't provide the necessary information, it won't be possible to recover the account. Microsoft takes your security very seriously, and to protect customer privacy we can only help customers verify their account ownership through the online password recovery process. If you can't access your account verification methods, you won't be able to recover your account, even if you fill out a form. This is a sad situation, but there is nothing to be done.

So the hundreds of dollars that I’ve spent on games and DLC over the last 10 years, all the progress I’ve made in these games is just gone? And there’s no reason given?

lachlan davenport1

Hi Lachlan, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today. I am sorry to hear that. Have you tried to fill out this form? https://www.microsoft.com/concern/AccountReinstatement

I have, but I will try again. Thankyou

Same response as last time, told that they can’t help me and I have to reset my password. In order to reset my password I have to verify my identity which I can’t do as I have lost access to my backup email that I made over 10 years ago.

lachlan davenport1

Im so sorry that you’re experiencing this. You have mentioned that you tried contacting support. I would recommend either contacting Xbox support again or when you click on the link there is a search bar where you can search up the issues you are experiencing. Let me know if this helps!

Have tried this, it all loops back to either me needing to verify my account (which I can’t do because I’ve lost access to the email I set as a secondary address) or to a message saying they can’t help me.

Jesse E'

Did you get an email of an enforcement action on your account? If you didn't then that's not it. Also I haven't seen an enforcement action that locks account, you can still sign in even with a permanent ban.

Locked out of Xbox account