Second profile missing after logging in to new Xbox

Hi, we've bought my stepson a new Xbox for Xmas. We've signed into my husbands Xbox account as his son used to use a secondary profile set up under here, but there's no secondary profile showing. How do we get access back to the second profile? My stepson spent a lot of time and money getting his profile how he wanted it and it seems to have all gone.

Thank you

:)