my old game tag and game pass will not load on to my xbox

Hi there! This is Ronnie, an independent advisor.

Nice to meet you and I hope you are having a great day!

I understand you need help with your game pass problem.

Can you explain further what happens when you load your profile to the console?

Are you getting an error or anything.

Try doing a reset to see if this helps:

Let's refresh the console's system cache.

NOTE: This will remove the profiles on your console, make sure that you remember the email and password to your account.

No data or game saves will be lost doing this, everything is backed up to the cloud servers.

1. Press the Xbox button to open the guide.

2. Select Settings.

3. Select System.

4. Select Console info

5. Select Reset console.

6. Select Reset and keep my games & apps

This will also help sync the data on your console properly.

Thanks, I appreciate you getting back to me but that isn’t helping.

Maybe I’m not explaining this right.

I restarted my console this morning when I signed back in I didn’t read things correctly and used my email and password to sign in and then started with a new gamer tag with the same email as my old gamer tag.

Now when I sign in it’s my new gamer tag that pops up. I tried deleting the new tag off my console and resigning in but again the new gamer tag pops up.

There is no option to look for tags associated with the same email???

All my purchased games and game pass is associated with my old gamer tag. How do I get my old gamer tag back with this email and onto my console???

Gamer score leaderboard also shows as my old gamer tag above my game points, are these places where my new gamer tag should be on Xbox 1? On my Xbox 360 my old gamer tag is nowhere to be found even if I look for it

I sign in with email and old pass and it leads me to the new unwanted gamer tag. I try and sign in with my email and new password for my old gamer tag and it doesn't accept it.

For some reason my new gamer tag linked itself to my old gamer tag email address. I don't know how to change that and to link my old gamer tag back to my Microsoft account. I believe that's why I cant play as my old game tag. Is there a way to fix that?