Xbox gamertag and account gone

Hi StephenHammond2

Gamertags are linked to the Microsoft account, so would need to log-in to the console using that account. All purchases and subscriptions are linked to this account.

Microsoft accounts usernames are usually an email address but can also be a phone number. If you have forgotten your log-in details for this account but have managed to start a recovery process, then they should be in contact by email, as per the following instructions:

"You'll need a working email account that you can access. We'll use this account to send you information about your request. You can use any active email account, even one belonging to a friend or relative. If you don’t have another email account that you can access, you can create a temporary outlook.com account for free by selecting Create one at the Microsoft account sign in page.



Note: The working email account you provide will only be used to contact you about your account recovery form and won’t be used for any other purpose."

Hope that helps.

What it sounds like happened is that the email that your son thought was attached to the gamertag was not that email and you recovered the account for a different profile.

The best thing to do in a situation like this is to contact xbox support by going to support.xbox.com/contact-us and give them your sons gamertag and if they can verify ownership of the account they can give you the email that would be associated with that
gamertag.

The games are attached to the account themselves. That seems like that's what causing the problem.

If you get to the point where you get the original email attached back to the gamertag, you should have all the games into the ready to install section, under my games and apps.

Like i said been through the recovery process and used the original email and gamertag in the process. Dont understand if this info was incorrect why would microsoft verify account? When we did get logged back in it was a brand new gamertag. Using his
original gamertag in recovery process it should have been denied if it wasnt correct with that email

Hello again dttruax,

When you do fill out the form it allows you to submit the information and because it is not matching that's when it does deny access to resetting the password. I understand you are saying that you are using the original email address but if it is pulling
up the wrong Gamertag then this is because it is not the correct email address. You would need that to

Recover the correct account.

I hope this helps.