Lost access to my old account.

Hey Terry,

if you use the 'search person' function on your console and search for your gamertag, is it shown without suffix ?

So, can I not have 2 accounts with the one email?.

Hello Terry small,

Thank you for your prompt response.

When you are sign with your Xbox Series X console using a new account, it is like starting your account from fresh.

"I've tried to delete my account and start again but when I try, it just goes to this new account.

I can only assume that I forgot my password for my old account and created a new one" -

Did you mean you deleted your old account? If that is correct, then that cannot be reversed, and all the games associated to that account will be lost also. It is true that when you check availability of your old gamertag, that will not show available because gamertags is associated to account and once Microsoft account is deleted or closed, you cannot reuse the email account. You can try signing in your Microsoft account through this link: https://account.microsoft.com and if it shows does not exist, then that account is already closed or deleted.

See Microsoft Terms of Use under Account Use through this link: Microsoft Services Agreement

Thank you for your understanding and cooperation.

Sincerely,

Hi,

Thanks for your reply,

The last time I used my old account was on my xbox one, and the last thing I did was to transfer my game's to my new xbox series x.

When I got my xbox series x,

The first thing I did was to sign in but what appeared was the new gamertag.

I didn't change my gamertag myself, it just appeared,

My gamertag plus #701 on the end of it.

After I transferred my game's I restored to factory settings my xbox one, then sold it.

I have never received any enforcement action at any time.

I'm just puzzled as to how I have this new account.

I must say though, I can't remember the last time I physically signed in because I was permanently signed in, I've always just turned on my xbox and my gamertag/avatar appeared on screen.

But when I signed in to my new xbox series x I was prompted to choose a new picture for my gamertag.

So obviously when I tried to play any of my games they would start at the very beginning.

All progress lost.

I've tried to delete my account and start again but when I try, it just goes to this new account.

I can only assume that I forgot my password for my old account and created a new one, and I must have created a new account by accident.

I can't think of anything else that may help you to help me.

Regards

Hello Terry small,

Greetings!



Thank you for posting in Microsoft Community.

Based on the description, you have lost access to your old account causing you lose all your games and progress from your older device. Let us check and see on what we can do to help resolve your concern in a timely manner.

We would like to ask few questions to help us isolate the issue further.

1. What happen with your old account that was used to sign in to your Xbox One? Did you forget password and was not able to recover the account through the account recovery process that is why you created a new account?

2. Are you using new account in creating your profile in your Xbox Series X console?

3. Did you change your gamertag?

4. When was the last time you were able to sign in your old account that was use in your older device?

5. Have you received enforcement action with your previous account?

To get back to your games from your old console, you need to recover the account so that you can use the account to sign in to your new console to continue to have access to your games from your older device. Please provide more details as to what happen to your old account. If you have changed your gamertag through the process established by Microsoft, it should not affect your games tied up to the account.



We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,