Help accessing account

First off, I'm not exactly sure this is the right section for what I need help with but it was the closest subject. And sorry for the length.

My brother is trying to access his account which used to have Live, but not anymore. When he first tries to sign in it asks for his Microsoft account details, but he doesn't remember ever making one. We tried using the only email account he's ever had, but it said there wasn't an account under that email address. I went and created a Microsoft account with it, and it generated a random gamertag. It won't allow him/me to use it because it isn't synced up with his gamertag.

As far as I know, the only way to sync your Microsoft account and gamertag is through your account settings, but the menu asking for the Microsoft account details won't allow me to get to the settings, because if I back out it signs out the profile.

I'm lost and have no idea what to do. Any help would be greatly appreciated.

 

Question Info


Last updated July 4, 2018 Views 0 Applies to:

Hey again Ganja! No worries on all the questions, I'm happy to help. =)

If the gamertag says "Xbox Live" then that means it has been connected to Xbox Live at some point (with an email address/Microsoft Account attached).

Since you don't remember anything about that Microsoft Account, I suggest using the Contact Us page to set up a support call with an account specialist. If they're unable to assist, ask to be escalated to the Advocacy Team. They specialize in this type of scenario and would be best equipped to help you out.

You should be in good hands with the Advocacy Team. Let us know how things go! =)

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Well the problem is he doesn't ever remember making one, and the only email address he ever remembers having never had a Microsoft account until I made one the other day.

And when you go to your list of profiles on your console, and under your gamertag it says "Xbox Live", that means you currently have Gold or had to of had it in the past, right?

If so, is there anyway of retrieving the Microsoft account using only a gamertag, or possible to sync a new Microsoft account without access to that gamertags account settings?

Sorry for all of these questions, I've just looked everywhere and am at a loss.

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Hey there Ganja! Let's see what we can do to get things sorted.

If your brother's account used to be an Xbox Live Gold Member, then it has a Microsoft account tied to it. The only Gamertags that don't have Microsoft accounts tied to it are Silver accounts that are made on the console itself and never connected to Xbox Live.

I suggest going through the steps provided on our xbox.com/forgot page and see if that helps recover any forgotten information.

I hope this helps! Let us know how things go. =)

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