Xbox Profile/Account issues.

Twidget · Jun 19, 2020

I have the first generation Xbox One. I received it as a Christmas present in 2015. Manufacturer date of September 14, 2015. I have been through all troubleshooting with tech support. My cases were escalated and I still haven't heard anything from Microsoft
Xbox.

First problem is that my tenure has never been correct on Xbox One since I started using it Christmas 2015. It always shows two less years than the real tenure, which shows accurately with Xbox 360 consoles. On Xbox One consoles, Xbox.com and any Xbox app,
it shows only 12 years when it should be 14. I created this profile January 2005 and was only silver since this date for approximately eight months. I had separate Xbox and Microsoft accounts with the same email. They were able to merge the two accounts together.
I don't remember when they did this merger.

Second problem is that I am unable to get past the "See Price" option for backwards compatible games. I get the following message on Xbox One, "Sorry, we had trouble loading some details. Please try again later." I keep trying every so often and keep getting
that message. On Xbox.com it tells me that I don't have a valid payment method. I have a valid payment method and am unable to remove and add it back on through Xbox 360. Purchasing Xbox One content is not affected. Back in May, I thought the problem was fixed
due to being able to claim both backwards compatible titles available for Gold members. June, the problem returned. This problem has been present since the middle of January 2020 and continues unabated.

I have contacted Microsoft Xbox support and they are no longer able to help me. They say it's escalated to the appropriate people, yet I still have not received any communication for either problem. Four years for the first problem and still no solution.
Half a year for the second problem and still no solution.

Anyone out there have a solution for either of my problems?

:)

HAZMAT RADIO

In regards to the Xbox tenure, this has to do with continuous and uninterrupted years of Xbox Live. It does not have to do with when you created your account. So, if you ever had a break in your Xbox Live intentional or otherwise then that's why you'll have
that discrepancy.

Xbox Support can't do anything to change that number.

XBF Brad A

Hi Twidget,

Thanks for reaching out to the forums. We see you are having issues with backward compatible games on Xbox one. We want you to try and update the 360 profile. To do this follow these steps:

Launch a 360 game on Xbox one.
Hit the menu and back button together to pull up the 360 emulator.
go to download profile even if your profile shows. Do not remove profile.
enter the credentials for your account.

This updates the 360 profile, personally had the same issue as you couldn't launch any BC game. Soon as I did this I was able to play. Try this and let us know.

Thanks,

Brad

Twidget

In regards to the Xbox tenure, this has to do with continuous and uninterrupted years of Xbox Live. It does not have to do with when you created your account. So, if you ever had a break in your Xbox Live intentional or otherwise then that's why you'll have
that discrepancy.

Xbox Support can't do anything to change that number.

Thank you for that explanation. I have read Larry Hyrb's post about tenure. I do understand that the tenure is based on accumulated time as a Gold Member. I even pointed out that I was Silver for approximately eight months. That is why my tenure is 14 and
not 15. When you create your profile, as a Gold member, that date is important for determining how long you are Gold.

My issue is that there is a discrepancy between the two systems. Xbox 360 says 14 years, which is correct. Xbox One, Xbox.com, and Xbox app say 12 years. This has been this way since I started using my Xbox One. Xbox support said it had to be escalated.
I haven't heard anything back in over four years. I keep calling in and reporting this issue.

I hope that clarifies my issue.

Twidget

Hi ,

Thanks for reaching out to the forums. We see you are having issues with backward compatible games on Xbox one. We want you to try and update the 360 profile. To do this follow these steps:

Launch a 360 game on Xbox one.

Hit the menu and back button together to pull up the 360 emulator.

go to download profile even if your profile shows. Do not remove profile.

enter the credentials for your account.

This updates the 360 profile, personally had the same issue as you couldn't launch any BC game. Soon as I did this I was able to play. Try this and let us know.

Thanks,

Brad

Thank you for your response. It is an excellent solution. My problem, unfortunately, is not a launching issue.

My issue: "I am unable to get past the "See Price" option for backwards compatible games".

XBF - Staniel

Greetings Classic G,

Let me see what I can do to help:

Is this your first-time logging into any Xbox?

This sounds like you were assigned a random username which happens when your account is first created. You have the option to change this username for free: Change Gamertag | Xbox Support

If this is not your first time signing in, then I would recommend double checking your account info. Specifically, your log in email. If the system picks up that there is no Microsoft Account associated to the email you typed in, then it will go through the account creation process and give you that randomly assigned gamertag.

If you need help recovering your Microsoft/Xbox account, please reference the following article: Account Recovery | Xbox Support

Let us know if this worked! If you have a different concern kindly create a new thread using this link - Create a new question or start a discussion.

Sincerely,

Staniel

Xbox Employee

And as always, if this helped answer your question, please help the community out and mark it as such below!

Xbox Profile/Account issues.