I have been using the account DESTROYER2118 to play online for over 3 years. Recently, I received an error stating "Your Xbox LIVE membership information isn't valid. Please use a profile that contains a valid membership or recover your profile from Xbox LIVE."

So naturally, I recovered my profile, and this is the profile I recovered. Instead of 13,800 gamerpoints, I get a completely new, blank profile with the exact same name as mine. I now have 2 profiles on my console with the exact same name. One of them is mine with my gamerscore/achievements, the other is this blank one.

After 5+ hours on the phone with support, trying every possible solution he could think of, the support rep. finally came to the conclusion that my account had been stolen (which after getting my next bank statement and seeing someone had charged 50,000 points to my credit card, I can believe). I was told I would be called back in 10-14 days. So I waited.

3 weeks later, still no call, so I called back with reference number in hand. After spending yet another 5 hours on the phone repeating the exact same steps I had already done the first time and still getting nowhere, I was again told my account had been stolen and I would be called within 10-14 days.

It has now been well over a month, and still no call. So I would like to know what I need to do next.

Thanks for reading, hope you can help.

Just a q. If u disconnect xbox live connection and try to sign in with the profile linked to ur achievements do u receive any kind of error messages?????

It gives me the same error message: "Your Xbox LIVE membership information isn't valid. Please use a profile that contains a valid membership or recover your profile from Xbox LIVE."

Don't think there's really anything you can do aside from just waiting for a response regarding your stolen account report from xbox support.

You can't reset the password for your email yourself either since from what i can tell. Since you were able to recover a gamertag with the same name as your old one except it's a silver account and has no gamerscore. Might be a chance the hacker changed your gamertag name and associated your old wlid email to a new gamertag he created using the same name as your old gamertag.

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It is over, your search is done! Let fate choose now, the righteous one. - The Headless Horseman

Thank you for the help! Is there any way to check what gamertags are associated with my Windows Live ID email?

 DESTROYER2118 wrote:

Thank you for the help! Is there any way to check what gamertags are associated with my Windows Live ID email?

On the top/right corner of this site, click the "Sign out" link.

Then sign in again using the Windows Live ID email address you want to check.  If the password you enter is not valid, go through the "forgot password?" steps.

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

This is the only gamertag associated with my Windows Live ID, I've found that out.

Basically, here is what I'm thinking. If the membership information of the account on my console isn't valid, how can I get to that information to make it valid?

 DESTROYER2118 wrote:

This is the only gamertag associated with my Windows Live ID, I've found that out.

Basically, here is what I'm thinking. If the membership information of the account on my console isn't valid, how can I get to that information to make it valid?

We're going to need some more details about your problem before we can give an accurate solution.  Please answer the following:

1. What is the gamertag(s) you're experiencing a problem with?
2. What "membership information" in the account is not valid?  (Address, Name, Email, etc.)
   
   

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

1. This is the only gamertag I've ever had, it's the one I'm having trouble with.
2. I have no idea, it does not specify. All my xbox will tell me is that my membership information is not valid. It does not specify what information, or where I can find it, or how to correct it.

 DESTROYER2118 wrote:

1. This is the only gamertag I've ever had, it's the one I'm having trouble with.
2. I have no idea, it does not specify. All my xbox will tell me is that my membership information is not valid. It does not specify what information, or where I can find it, or how to correct it.

Ok, good.  That helps clarify things.

CLICK HERE and sign in.  Is any payment information listed under Payment type?

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

Yes, my Credit Card information is correct, but I had to verify that many many times while I was on the phone with Customer Support. This blank account has all the correct info of my original account, just not my gamerscore or achievements.

just to let you know. that just happened to me today.Hopefully noboday will charge 50,000 on my account but i would just like to say one thing.  HELP!!!!!

 DESTROYER2118 wrote:

Yes, my Credit Card information is correct, but I had to verify that many many times while I was on the phone with Customer Support. This blank account has all the correct info of my original account, just not my gamerscore or achievements.

Ok, now you've lost me.

"Original account"?

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

Sorry, by original account, I mean the DESTROYER2118 I have been using for the past 3 years with all my achievements, and not this blank DESTROYER2118 account that I am now stuck with.

I think I understand your current situation, but I am still completely baffled.

At any point over the last 3 years, have you ever changed your gamertag or Windows Live ID?

If you click HERE, do you see anything listed under "Your services" at the bottom of the page?

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

I am having the same issue.

I got into the website and it shows everything, but on the console, I have 0 gamers points.

HELP!

Ok, I restarted my Xbox 3x and that seems to have fixed the issue.... That was wierd!

 nCogNeato wrote:

I think I understand your current situation, but I am still completely baffled.

At any point over the last 3 years, have you ever changed your gamertag or Windows Live ID?

If you click HERE, do you see anything listed under "Your services" at the bottom of the page?

There is nothing listed under Your Services when I sign in, and I don't even know how to change my gamertag or Windows Live ID, nor have I ever attempted to.

And still no call from Customer Support.

No solution?

Did you receive a profile and/or console ban?

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

No. Looks like later today I will be calling Customer Support for the third time.

Before any of these problems occured, did you ever sign into Xbox.com for any reason?

If so, was your gamerscore and game history accurate at that time?

Have you always used the same console, of have you ever used the Recover feature to transfer your profile between consoles?

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

I occasionally signed into Xbox.com and more frequently bungie.net, and yes my gamerscore/achievements were accurately updating.

I have always used the same console, and never recovered my profile on another console.

I had a long conversation with an employee at a local Gamestop who said he had the same problem as me about a year ago. He says the reason Microsoft won't call back is because my data has been corrupted/lost on their end, and they don't have any explanation as to why that is, all I can do is start over with a new gamertag.

I just purchased the new MW Elite console and ordered a transfer kit from xbox, so it looks like I'm starting from a gamerscore of 0 because Microsoft can't solve/explain my current dilema.

 DESTROYER2118 wrote:

I occasionally signed into Xbox.com and more frequently bungie.net, and yes my gamerscore/achievements were accurately updating.

I have always used the same console, and never recovered my profile on another console.

If this is true, I cannot imagine any other explanation than the data was corrupt on Microsoft's end.

I recommend continuing to call Support during regular business hours.  Calmly and politely persist the issue, and ask if there is any compensation you can receive for this error on Microsoft's end.  You may get a free controller or something out of it at least.

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PSN: nCogNeato

Wii: 4102-8804-0020-3632

[ 360° Fahrenheit ]

Since your account was already reported as stolen. There should already be an open ticket for it with support. Just follow it up with them and see what they've found.

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It is over, your search is done! Let fate choose now, the righteous one. - The Headless Horseman

 Venril Viersche wrote:

Since your account was already reported as stolen. There should already be an open ticket for it with support. Just follow it up with them and see what they've found.

Reference numbers are useless. I've given my number every single time I have called customer support, and they still have me repeat the exact same steps over and over again. Reference numbers just mean you get put on hold for another 15-20 minutes while they read over the last report.

I called again yesterday (I'm always polite and extremely patient, afterall I want my account back so it would do me no good to tick people off) and once again went through the recovery process and again verified my windows live ID, and once again they had no solution and I was told they would call back in 10-15 business days. However, this particular lady told me that if I had to call back again, I need to tell the agent to "elevate" my call to speak to one of her superiors. So I guess that's some progress.

From my own experience with support. If you're calling in regarding a stolen account(either reporting or following up on an existing ticket), they usually escalate your call to a "Specialist" that handles stolen accounts and not a supervisor.

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It is over, your search is done! Let fate choose now, the righteous one. - The Headless Horseman