reset and keep my games and apps

Hello, and thank you for reading.

I have encountered a problem which has left me confused.

Settings / System / Console info / reset console / reset and keep my games and apps.

I reset my console by the steps above. I was asked to enter my outlook or telephone to continue or create a new account. I entered my outlook, I was asked to submit my D.O.B. and a new password which I done. A message appeared asking me to check my emails
and enter the code sent to verify the xbox one was my property. (assuming I have a second device to access my outlook which at the time I never) I scrounged a device to access my outlook but no code had been sent. I clicked resend code, refreshed outlook but
still no code. I cliked email typo error. I retyped email and got a message profile cannot be found. I pressed B to go back and entered my telephone number thats linked to my account and I continued to setup settings untill I reached the xbox home screen.
I realised I had a new gamertag and allmost identical email which made me confused. I added a new profile which was the profile that has my games and that profile was immediately added.

Why was I asked for a new password to an active account?

Why was I asked to submit a code which was not sent?

Why was my profile not found when I retyped my email?

Why was I given a new and allmost identical email when I entered my telephone number linked to my account?

What should have been a simple procedure has gone wrong and left me confused. I dont want two profiles, and now I do not know what to do.

What happens if I delete the first account?

Will I have to reset and start again?

I dissconnected my xbox one from the internet and tried to launch a game offline and got error code 0x80072ee7. I connected to a network and started a game. A message appeared saying getting your game ready this might take a minute or two. Then a message
saying syncing data for this game. I've had to do this for all my games so the xbox did not reset and keep my games and apps, it never kept my profile, the whole procedure is confusing me to the point where I need help with what to do now because I feel lost
with the instructions and messsages that appeared when reset and keep my games and apps option is pressed.

Again thank you for reading and I hope my issue can be resolved simply.

:)

 

Reset and keep my games & apps

will Reset and keep my games & apps keep my game data saved and keep all my captures and achievements?

 

Reset and keep my games & apps

Game progress and achievements go with your profile and are saved up to the cloud so as long as you are signed into the same account after a reset when you start up a game it will synch up with the cloud and pull your game progress back down.

 

Hi there Noblemystery, thanks for reaching out and we certainly understand the frustration with that experience.

If you
didn't receive a security code sent to your Microsoft account email address, please try the steps indicated on that page as you may need to update your account's security information.

Based on what you described, if you accidentally created a new Microsoft/Xbox account, this would be with a different email address as it would not use the same email address as your previous account. Your previous account will not have been lost in this
case, you'll just need to be able to sign back into it.

Additionally, were you able to open a case with either
Chat or Phone support regarding this account accessibility issue you're experiencing?

For that error message you saw displayed, please check out our
guide for that error code for some steps that may help.

 

Hello and thank you kindly for your responce.

I created an email with my telephone number attached for security and used this account to purchase play xb1 games etc... The issue I found is a security glitch within the xb1 reset feature. My email account was not found in the reset setup procedure. I
tried to use my telephone number to sign in but this caused my telephone number to be removed from my active account and put on a new account through what I can only describe as a security glitch as I had no security alert my number was removed from my account,
and used to open a new account. I can sign in to my accounts from the xbox home screen but not from the reset procedure. My first account has no memory of a telephone number being linked to the email ever, but I have previous emails from when I update my telephone
number as security alerts to prove a telephone number was active on the account.

So to make things clear... I can sign in anywhere but not during a xb1 reset. somehow entering my telephone number to sign in during the reset caused a security glitch and security information was removed from my account and used to open a new account. I
recieved no security alerts. Support says my first account never had a number associated with it but I have emails proving I changed numbers on the account and updated information before this incident which contradicts their records.

The service has a breach of security and unless I recorded what happened and can prove with screenshots (which btw xb1 can only screenshot gameplay and save it to the active account) support will not believe me and says that i never had a telephone number
associated with my account and please send screenshots to prove it. Otherwise they say when I entered a telephone number thats never been used it created a new account.

Anyway I have an easy fix to my problem which is sell my xb1 and never use any microsoft service again.

I tried to be helpful in the reporting of a glitch and all i get is half wit excuses which I can prove is not the case but I'm not able to send the proof.

This is the last time I will try to communicate my problem and the last time I help microsoft by reporting problems I encounter. I'm truly unhappy with the way a security issue was dealt with and this has made me change my attitude towards the service as
a bad service not worthy of my input to help improve and keep the platform safe for everyone.

Again thanks for responding but clearly either I cant explain with enough credibility, or microsoft doesn't care.

 

Hi there Noblemystery, thank you for providing us with that update and we apologize for the delay in communication.

We have read through your reply and certainly understand your concern and the frustration this matter has caused. However, we're afraid this isn't something we'd be able to assist with further here on the forums.

For an account security issue of this nature, you'll want to reach back out to
Phone or Chat Support to take a closer look into this as they'll be able to dig deeper into your account in order to explore all possible options on this.