Reset console, and lost Xbox profile

Thanks for quick reply. However, the new profile that was system generated, we went ahead and setup that with the existing e-mail address as we thought we would be able to re-access the old profile.

So the problem now is that everytime we login to the Microsoft account, the new profile is associated with it.

I'm trying to get in touch with technical support at Microsoft to see if they can somehow re-connect with the old profile (a backup?). A lot of money was spent on that old profile.

Thanks again.

Everybody,

Thanks for the responses. I finally got it sorted. It took some investigation but I was using the wrong login. I was sure I using the same one from about 4 years ago when I set it up. But I looked around some old e-mail messages, and found the original login
was different. I logged in using the original info... and all the profile data is there.

One of the responses did suggest to double-check the login info... so thanks again everybody.

As long as you have the data for the account (Mail and password) you could redownload the account to you console. If you have any trouble with it check this page: https://support.xbox.com/en-US/my-account/manage-gamertag-and-profile/add-remove-account-xbox-one

Hope that helps

The profile is a completely separate thing from the console. If you have any trouble with it check this page: https://support.xbox.com/

The profile is a completely separate thing from the console. You can sign in anywhere and access your stuff. Make sure you're using the proper info and check the Xbox.com website using the desktop site to make sure you're entering in everything correctly
too.