Can't transfer my profile

To move the Xbox profile to the new console, access to the underlying Microsoft account (email/phone/Skype) is required. If the email information is lost, the only supported path is to recover the Microsoft account first, then sign in on the new Xbox.

Follow these steps:

1. Try to recover the Microsoft account
   • If the username/email is known but the password no longer works, follow the steps in My username and password have stopped working and use Recover your account:
     • Go to the Recover your account page: https://account.live.com/password/reset (from the article).
     • Enter the email, phone number, or Skype name used on the Xbox profile.
     • Choose where to receive the security code, enter the code, and set a new password.
   • If the email/username itself is forgotten, use Look up your Microsoft account from I can't sign in to my Microsoft account to find the username, or check other email accounts for Microsoft purchase receipts as described in Check products or services where you used your Microsoft account.
2. If the username is not recognized
   • If messages like “We couldn't find an account with that username” appear, follow My username and password have stopped working guidance and, if still blocked, use the Contact support option in that article to reach an advocate and state that the username has stopped working.
3. If verification codes are not received
   • Use the troubleshooting in Troubleshoot Microsoft verification code issues. If codes still do not arrive, another verification method or waiting until access to the registered phone/email is available is required. Support agents cannot send codes or change account details.
4. If self-recovery fails
   • Fill out the Microsoft account recovery form (ACSR) as described in the Q&A guidance:
     • Go to https://account.live.com/acsr.
     • Enter the Xbox account email (if remembered) and an alternate email for contact.
     • Provide as much accurate information as possible (old passwords, billing info, typical contacts, etc.).
   • If the form is declined, sign in with any other Microsoft account (or create a new one) and contact support via Contact Microsoft Support as outlined in the Q&A answers:
     • Go to the Contact Support page.
     • Search for “Account Recovery” or “recover account”, choose Get Help, then Contact Support.
     • Select product/category such as Other Products → Manage Account Security and choose a chat or callback option where available.

Once the Microsoft account is successfully recovered and the password is known, sign in with that account on the new Xbox console. The Xbox profile and associated purchases/subscriptions will follow the account; there is no manual “profile transfer” without access to the original Microsoft account.

References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Check products or services where you used your Microsoft account
• Troubleshoot Microsoft verification code issues
• Get help with your Microsoft account
• hello my email was (Moderator note: PII removed)@icloud.com and now its (Moderator note: PII removed)@jerkoffmail.com can please someone help me and the team change it my username in xbox is (Moderator note: PII removed) please help me team and change it - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• SPEAK TO LIVE AGENT - Microsoft Q&A