When my wife signs into her xbox account, all of her information is gone (achievements,...

Hello, GingerClan.



We haven't heard from you in the last 72 hours, so we will be considering your issue resolved. Moving forward, we will not be monitoring this thread so if you need further assistance, please create a new thread to discuss these concerns by clicking the link below. Or click on the Ask a question option as shown in the photo.



https://answers.microsoft.com/en-us/newthread?threadtype=Questions&cancelurl=/en-us/









Thank you for understanding.



Respectfully,

Glenn

Hi Glenn,

The account was added to the XBOX series S. It was originally on an XBOX One X (Not series).

The original account was an @hotmail.com account.

She was able to successfully log in to the XBOX and her email last Saturday, Mar 18. Prior to that, she was only reconfirming her account information through the consoles security requests every few months.

We were able to use her account last week, since she was able to sign in. We weren't prompted to any security locks either through the console or through an email sign in.

Thanks for replying back, GingerClan.

If you use a totally different device than the one you are using right now; go to https://account.microsoft.com/ and attempt to log in to the account, are you getting the error in the photo below? If you get something else, please provide us a photo of it.





Warm regards,

Good day, GingerClan.



Thanks for reaching out to our Microsoft Community Forum. Please accept our sincerest hope that all is well.



From the description provided it seems your wife's information on her Xbox account has been lost such as achievements, friends, etc., etc. This happened after associating the account to a new device where her profile image and settings including the associated email address were still correct but the gametag was different.



This issue may have been caused by settings in Xbox that need to be changed. Or it may also be a problem with the account itself and when it was added. So, let us work together as a team to get to the bottom of this. But to better assist you I need to ask:



1) What Xbox console was your wife's account added to? Xbox One? Xbox Series X? Xbox Series S?



2) What's the domain of the email address that was used to create your wife's Xbox account? I just need to know if it's @Outlook.com or @Gmail.com or @Yahoo.com or something else.



3) When was the last time you successfully logged in to this email address? I need an exact date.

4) As you may have already surmised an Xbox account is actually a Microsoft account, so can you please perform all three steps from the link below to find out if your wife's account is under any kind of lock status?

https://support.microsoft.com/en-us...username-b2049472-3b8f-27d3-61c6-67a668453f4c

Hope to hear from you soon.



Respectfully,





Forum Moderator

Microsoft Community

The dog signed in your wife? Haha, sorry but that joke writes itself.

Anyway, in all seriousness, I would take your wife off the Xbox account completely and attach her profile back again. Then have her start allowing the Kinect to recognize her. Make sure the dog is not in view. When she set her account up, the dog might
have been in its field of vision.