Changing email address issue

I've just changed the email address my main xbl gamertag is linked to however it doesn't seemed to have fully moved over and is causing some issues.

When I tried moving it over an error popped up saying it couldn't be moved however on my 360 dashboard it shows my gamertag linked to the new email address. This fine but I'm now unable to download anything, I get an error message saying my credit card info could not be found. Checking my payment option under billing options gives me the error code 80190376.

I am also unable to log into xbox.com, it says a glitch has happened and it fails to pull my gamertag info.

Can someone help with this issue?

 

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Last updated July 5, 2018 Views 14 Applies to:

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I should also add that this is for a different gamertag than this one and that I am also unable to log into smartglass with that tag as well.

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Hi adventlife12345,

Looking into your account, there is virtually no info on it. I would suggest going to commerce.microsoft.com and updating all of your billing and contact info. 

Let us know how that goes, and we can go from there.  

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I should clarify, the gamertag I'm referring to is not this one. The one I'm having the issues with is the gamertag: adventlife

Checking on the site you provided shows the new email address as empty, the old email address however still shows all of the balance, subscription and transaction history. Shouldn't these have moved over to the new email address along with the gamertag?

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The gamertag adventlife was moved from the email address [Mod Removed] to the address [Mod Removed]

All the subscription and related info is still associated with the [Mod Removed] address. Is there anything that can be done about this?

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Hey there Adventlife!

Thanks for clarifying! At this point the best course of action would be to use the Contact Us page to set up a support call with an account specialist. They'll be able to take a look into your account and the changes you made. Then they'll be able to tell you what sort of hang-ups might be causing the delay in the transfer.

Let us know how that goes for you! ^_^

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Instead of creating a new thread I thought I would just post in here. I am in the exact same situation as the thread creator and I am at my wits end on what to do now.

I too tried changing my email address to a new one for the gamertag Neo Fang and like the poster it threw up the error message saying that my gamertag could not be moved to the new email account. However, when I check my xbox account details the gamertag has indeed changed to the new email.


I receive the exact same error messages when I view my payment options, when I tried to purchase ANYTHING (including free demos) and I cannot log in to the www.xbox.com website as I also receive the "You have found a glitch..." error message on the website. This error has been ongoing for the past two weeks and it has not just happened overnight.


I did have a support chat with a member of support at Sep 10, 2013 5:25:02 AM EST and they said:

"Here's what I'm going to do. I'm going to escalate case to higher ops for this issue to be resolved. The A-Team, will further check these accounts and assist you in recovering and resolving this issue."


"Thanks for waiting. I have created the escalation and the reference number is -number hidden-. From here on, the A-team will send you an email and from that point you'll have a direct contact with them by simply replying to the email that they'll be sending you."

However I have yet to hear from this "A-Team" and my issues are still on-going, I wish to take advantage of the current deal-of-the-week offers on my console but I am stranded in limbo until something is sorted out. Is there anybody who has had the same problem as me, as far as I know I have not signed up to any dashboard beta, so please don't tell me the error code is "beta related".


Again the gamertag I use is Neo Fang, I was told by support that this gamertag does not exist and that my email linked to it has no xbox account. I have been using the gamertag Neo Fang for 9 years so I am pretty sure it does exist. Thank you in advance for any help you can provide.

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Hey there Oak!

It looks like you're headed down the right path to getting things sorted. The Escalation Team usually gets in touch with someone within a week.. In a situation like this, it looks like they need to do some background research to help get things sorted.

I'm sincerely sorry to hear about any frustration this may be causing. I can definitely understand that it might not be a fun experience.

When the Escalation Team gets in touch with you, let us know how things go in a new thread. That way we can tailor our response to you specifically and not let anything get jumbled with the Original Poster's issue. =)

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I have the exact same problem with my gamertag, I'm just using this dummy gamertag to access xbox.com and talking about my problem since I can't access it with my main gamertag.

 

 

With my main GT, I can't access my billing info, download anything even free stuff, redeem codes, can't access xbox.com and I did talk to the support and they told me that my main gamertag doesn't exist!!

 

 

Even my friends said that thru xbox.com when they click on my GT they get an error, from what I understood the gamertag can not be seen via xbox.com but people can still add me, compare games, send me msgs..etc on the console only.

 

 

I talked to the support yesterday and they said we cant do anything, the Advocacy team will contact me later. But I know after looking into the forums and knowing that this is a totally new issue in XBL after this year's dash update MS doesn't know how to solve this problem. The can't even find my gamertag..

 

 

The gamertag's email didn't fully moved to the new email.

 

 

Proof? when I try to recover/download my profile I tried using the old email and the new email, both let me download my gamertag, but the first email stops at %1 downloading then it gives an error "can not download profiles ATM"

 

 

That means it still has my gamertag linked to it, but now I'm logged in on xbox live with the 2nd new email..

 

 

Seriously what's going on...

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Hey there BuyingSoup,

Sorry to hear you've been having issues with your account.

This would be something you would need to contact Phone Support about, which it sounds like you've done. It definitely sounds like you're on the right track and our Advocacy team usually gets back to people in about a week.

As Mister Cerb said earlier

[quote]
When the Escalation Team gets in touch with you, let us know how things go in a new thread. That way we can tailor our response to you specifically and not let anything get jumbled with the Original Poster's issue. =)
[/quote] 

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I as the people above me are having the same issue. My proper gamertag westy177 is having the same issues.

I changed my Microsoft account so i could access forza rewards, my old email was my school email but i left, and it got cancelled ie: i cant access it. so i switched to my main Microsoft account and now I cant download anything including free demos, i get a message saying "couldn't retrieve credit card info". Ironically i bought a 3 month xbl gold card and went to load it on and it didn't work. I wont go on any further since I am experiencing the same problems as the users above me. This is a dummy gamertag btw so i could write this as westy177 gets the "uh oh a glitch has occurred" message.

Finally I apologize for my grammar i wrote this in a rush since I'm quite on edge at the moment I've had my account for 4 years and i don't wont to lose online functionality.

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