Lost gamertag after Black Screen of death reset

SvN84 · Nov 5, 2021

Hi everyone,

I followed the reset instructions after having the black screen issue and opted to keep my games and apps. When I restarted my Xbox it asked me to create a new gamertag. I tried entering my usual tag but it said it is too long so in order to continue I had to create a new one. Once I got onto my dashboard I noticed that all of my gamerscore, achievements and saved video clips associated with my original gamertag has gone. I am still using the same live account as before but it seems that the scores and achievements etc are associated with the gamertag and not the live account?? This is also proving the same issue when trying to play games like Battlefield.

I tried contacting the support team via the "request a callback" feature on the website but it keeps crashing. I tried various browsers and devices too and none of them will get through.

Has anyone else had this issue following the black screen of death and does anyone know how I can get my original gamertag back? Any help will be awesome, thank you.

:)

XBF Meryem R

Hello there! I hope that you are doing well today!

Regarding your explanation, it seems that the e-mail address that was used for your gamertag is different from the one you are signed in with now. You will need to try recovering that e-mail address, if you cannot remember it, it is best that you reach out to our support for more assistance Contact us | Xbox Support.

SvN84

Hi XBF Meryem R

Thank you for your response. I’m doing well!

I tried using the old email address but it keeps saying that it doesn’t exist. I switched from that old email to my current one to consolidate the many addresses I had and for payments etc to be on the same account.

I’ll get in touch with the support team. Hopefully I get more luck as earlier today it wouldn’t work.

Thanks again.

HaydenBotz

Thank you so much! I was worried I'd have to take apart or scrap my xbox after I experienced the black screen of death. I did the steps you provided for a factory reset and it works again!

xxxCROWxxx

AHHHHH same damn issue after a week of playing on it. Green logo then black screen of death,

Mr daffypyle

Sometimes a hard reset is the fastest and easiest fix for the black screen of death. Xbox
One users can hard reset in two easy steps: Hold the Power button for 10 seconds while the Xbox One is still on. Press
the Power button again

How To Fix The Xbox One Black

Lost gamertag after Black Screen of death reset