My son has somehow created a new xbox account using the same email address so lost all of...

Thank you so much for trying to help, I can’t create a new account with the same email address - I created a new account with a different email address so I could ask the question in this chat to see if I could solve it. I also can’t find an email address or phone number that I can contact to fix it. My poor son is so upset as he has lost all of his progress on Xbox 😢

Thank you for your reply. Unfortunately those steps haven't worked.

I have seen many posts that the same thing has happened to others, so there must be a glitch in the system somewhere. Unfortunately it's proving impossible to speak to somebody direct at xbox/microsoft or even obtain an email address to write to them for support. If I had known how bad their customer service was I would have considered buying a different console.

Hi Murphy8, my name is Jhon, and will be a pleasure help you

To provide you with better help I was investigating your error hard, and from what I found it is impossible to have 2 accounts with the same email as mentioned in the following threads:

https://answers.microsoft.com/thread/3bf2eea2-7447-43f8-b511-f8e51e6306b2

https://answers.microsoft.com/thread/eb9bd262-8134-4838-b738-cf35e322865b

Having said that, you can confirm it and enter them and try one of the solutions that appear there.

I found in following:
https://answers.microsoft.com/thread/b80b016e-0e1f-4573-9129-b28abf772efd

A solution that advisor Gerardo gives that could be useful to you, he says the following:

First you have to remove an account from your console, the steps are as follows:

- In your console settings go to the "Account" section and select the "Delete accounts" option and choose the wrong account.

_____

When you add an existing account to your console you must do this:

1. Press the Xbox button to open the guide.
2. Select Profile & system > Add or change > Add new.
3. Enter the email address of the Microsoft account you want to add and select Sign in.

It is extremely important to make sure you do not select "Get a new account" unless you want to create a new Microsoft account. Most likely you did this step by mistake.

I hope the information I gave you has been useful, have a happy day.

Hi again Murphy8

Yes, it seems to be a very rare error and is related to your account, for now the only way to contact support is through the following link:

https://support.xbox.com/contact-us/
Inside you will find several options to communicate with them.

You can try calling or writing at different times of the day if they don't answer, it could be that they are overwhelmed by the pile of requests accumulated, they remember the current dates and most people are returning to work or there were few. staff working.

My son has a gol live account on my home email address. Can I use the same email address to set up a new gold live account or .will I have to use a different email address