Problem with playing digital games after resetting password

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 on your game issues.

Have you checked the account if this is the correct one that owns the games that you try to access?

You can check if you owned those games by going to your order history here:

https://account.microsoft.com/billing/orders/

If the games are not showing up on there, check other accounts that you have.

If these games are showing on your order history, try clearing the 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.

Hello, I have the same problem with my account. Microsoft MADE me login again to play Minecraft PE and it somehow created a new account on THE SAME email.

Now I can't access any of the games I purchased, but somehow still can access Minecraft PE, but not JAVA and Forza Horizon 4, please help because this is the equivalent to waste of money!

Hey there Ya! If you create a new account nothing will be transferable. That said, you could still
contact us directly and speak to an account agent about any options you may have here. They might be able to recover your son's account for you provided they have enough information to go on.
Let us know how that goes, thanks!

I read that hotmail accounts get deleted after 90 days of inactivity... So there may not have been an email to access after all, since this account was created only for my son's xbox membership... and not used at all. Also If I have to create a new profile
will I loose the microsoft points he had purchased? I am guessing that all will be lost. Shouldn't the points be transferable to the parent account? I know there are many others who are having this same problem with forgetting passwords, especially with
hotmail. Seems like there should be a better way than creating a whole new profile.

Hi there,

the only options to reset/recover a account can be the ones found on this link:

support.xbox.com/.../forgot-microsoft-account-password

There is a password reset option, and a account recovery option available on that link, if both do not work, there is nothing else to do but to create a new account. Sorry