MS investigating XBL account blunder

By Robert Purchese Published 18 February, 2009

Gamertags disappearing without trace.

Microsoft has said the design flaw causing Xbox Live accounts to be wiped beyond recovery, and losing all earned Achievements, is being investigated.

The company issued a statement after a number of people moaned about the problem, which can be diagnosed by the '8015d080' error code when trying to resubscribe.

The problem comes from Windows Live ID email addresses, such as Hotmail accounts, expiring and being deleted. These then disappear along with the associated Gamertag.

A Microsoft customer service rep told GamesIndustry.biz there was no other way around the problem than to set up a new Gamertag with "your preferred email address". Unfortunately Achievement points are non-transferable.

Whoops.

Picture of Robert.

About Robert Purchese

Bertie is Eurogamer's Senior Staff Writer. When he's not hunting down news stories he's often found playing with his kids or gabbling about fantasy games and strange online worlds.

Read more articles from Robert by visiting the Robert Purchese archive page.

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Comments (87) Latest comment 3 years ago

Comments threads automatically close after 30 days, but please feel free to continue chatting on the forum!

  • Rash' #1 3 years ago

    360lol!!!

    /grabs coat and leaves... with a smile.
    Edited by 1 at 18/02/09 @ 16:30

  • kestral #2 3 years ago

    o crap so if you delete your hotmail account later on.... better check my gamer tag at home

  • DutchDemons #3 3 years ago

    wow....this is really a cock up on MS' part. i mean...i am by no means a 'score-whore', but i would be devastated (in a gamer-type-of-way) if my achievements were deleted. i put in some effort to get them...

  • the_dudefather #4 3 years ago

    RUH ROH

  • penhalion #5 3 years ago

    Damn that's cold!

    They better fix this ASAP!

  • Aretak #6 3 years ago

    And people pay for this service? XBL? More like XBLOL!

  • Collymilad #7 3 years ago

    Wow, just wow.

    Hasn't happened to me, but FU MS, absolutely apalling.

    Oh and PS3 fanboys, die. You're just hurting because you're beloved Sony is in dead last, deal with it and stop whining.

  • DFawkes #8 3 years ago

    That is a fairly critical error. I'm glad I kept a Memory Card with my profile on it when I got rid of my 360, otherwise if I'd come back to 0 points I'd have cried. Like a big girl. That's been kicked exceptionally hard in the shins, enough to cause bone splintering.

  • Derblington #9 3 years ago

    How will a mem. card help you if your email account expires?

  • DFawkes #10 3 years ago

    My profiles on my card, whatever online happens it can't touch my profile.

  • Britesparc Verified Creative, ITV #11 3 years ago

    Bloody hell, that's a bit crap. They'd better fix it pronto. I'll be nervously logging in to Hotmail every week now just in case!

    I'd have thought they'd have offered compensation of some kind for those who've lost their accounts... it's a bit bad, isn't it?

  • DoctorZoidberg #12 3 years ago

    It's hardly the worst thing in the world, people seem to be acting like its raining lava. Especially since everyone's stated that it has not even affected them....

    Yeah it is a bit of a ball's up, but these things happen from time to time, and Microsoft are hardly excused from human error now are they.......

  • ryohazuki1983 #13 3 years ago

    I never thought i'd have to check email to keep it active as i'm signed into messenger everyday when I sign into my Xbox. Is that not the case?

  • patch #14 3 years ago

    Ouchie

    Surely it's possible to change the email address associated with your Live account? And change to a mail host that doesn't delete your account?

    Edit: Just had a look and your hotmail account gets deleted after 120 days without "use" - not sure if messenger logins count.
    Edited by 1 at 18/02/09 @ 16:52

  • miiiguel #15 3 years ago

    This is really, really bad for the ones who had this problem.

    However I'm even more sad for having an hobby where ppl get kicks out of other members of the community problems. Sometimes I wish the PS brand could have continued with their monopoly and not being almost dead like it is, their fans would be nicer, I believe.

    edit: Surely it's possible to change the email address associated with your Live account?
    It is. The only thing you can't change is GT's country.
    Edited by 1 at 18/02/09 @ 16:50

  • GamesProgrammer Verified Games Team Programmer, Eutechnyx Ltd. #16 3 years ago

    @DFawkes i dont think it matters if your profile is on your memory card you still wont be able to sign into live with it.

  • jaangus #17 3 years ago

    this happened to me about 2 years ago lost all my graw and saints row achievements and had to make a whole new account

  • Scimarad #18 3 years ago

    That wouldn't be much of a problem with my Gamertag.

  • Machetazo #19 3 years ago

    DFawkes, it's not just the Gamerscore that vanishes, but the tag itself. If you're caught out by this, your Xbox identity to date would be inaccessible. :( (does it affect GFWL, too - that uses tags as well, I think?)

    It seems a horrible situation. I'm a little surprised though that a glaring flaw like this, hasn't surfaced and been identified some point during the last three years.
    It is fairly critical, to those who would have put the time and enthusiasm in to their hobby, and then get told "sorry, back to the beginning for you, with a new name - there's nothing we can do".

    In a connected system, one break in the chain can critically affect the whole thing - much like HDCP on video signals.
    Edited by 2 at 18/02/09 @ 16:56

  • Darren #20 3 years ago

    I never use my hotmail.com address except for Xbox LIVE. I only got one because back in the days of the original Xbox that was the only email address that would be accepted. I've never bother to change it since.

    I'm a little concerned about this "expiring" bit... what causes a hotmail account to expire anyway? As I said I never use mine for anything other than Xbox LIVE as I have a UK email address which I use for everything else.

  • Darren #21 3 years ago

    Anyway an expired hotmail account is the least of Xbox LIVE's problems at the moment... for me anyway.

    I've not been on my Xbox 360 for about two months but I returned to it to play the new GTA IV DLC. However, Xbox LIVE seems horribly sluggish at the moment... menus take 10-15 seconds to pop up, reading the content of the HDD for the Games Library takes longer than it should, checking for messages takes an age... it's just horrible. Even the Marketplace can take almost a minute before I can click on a download link.

    And it isn't anything to do with my connection either as the PS3 next to my 360 uses the same wireless connection and it has always been fine.

  • DrDamn #22 3 years ago

    @Miiiguel
    There are people on both sides who find "joy" in these sort of things. Just look at threads related to the bricking of consoles by updates (both PS3 & 360).

  • Law07 #23 3 years ago

    lol bitter xbox fanboys....

  • DFawkes #24 3 years ago

    How the heck did you manage to go from this serious topic to Extreme Fanboy KingsXKing? Who mentioned Killzone 2? Who mentioned Sony in a positive fashion?

  • Britesparc Verified Creative, ITV #25 3 years ago

    How do you change the address linked to your account? I changed my default email address on Xbox Live ages ago (to my gmail one), but if I sign in to my account on the Xbox website, I still have to use my hotmail address.

    Actually, I log into that account normally a couple of times a week at least, so hopefully that will count as "accessing the account"!
    Edited by 1 at 18/02/09 @ 17:11

  • Frumper #26 3 years ago

    It really annoys me when they say they can't recover anything or it's not transferable. We are after all, talking about databases.

    They will have backups of the data and any data can be remapped, I know this as I used MS database tools!! They are just opting not to, via a policy, to avoid the maintenance overhead.

  • barnard666 #27 3 years ago

    thats pretty poor...what if you paid for your 12 months and then they delete your account?

    flame wars rule....I think they should make a multiformat game called flamewar, like a sequel to colony wars, funded by microsoft, developed by sony liverpool. Xbox Vs PS3 the ultimate throwdown...and just randomly strip out features in each one giving people stuff to argue about.

    the game itself could be like a giant risk board which constantly updates itself via the internet...each time someone posts a flaming post eg - "xbox live...xbox lolssssssss more like" the flamers console of choice gains a bit more of the world map.

  • login_name #28 3 years ago

    @farticusmaximus

    Pot, I've got Kettle on line one. Want me to take a message?

  • the_dudefather #29 3 years ago

    Some insecure xbox and ps3 fans around here methinks :D

    go on, bash the other format if it makes you feel better about your own choice

  • asphaltcowboy #30 3 years ago

    @Britesparc: go to passport.net and you should be able to change it there I think...
    Edited by 1 at 18/02/09 @ 17:24

  • ecureuil #31 3 years ago

    Typical Microsoft crap, no wonder Sony always beats them at everything.

  • aliki #32 3 years ago

    So many kids here with small dicks...

  • stepneg #33 3 years ago

    My guess is their no restore policy is so they don't open the floodgates for people claiming this and that achievement didn't unlock when it should have etc...

    Either way I would be gutted if I lost all of mine which I have had since launch, although I haven't actually heard of anyone this has happens to yet and this is the first I have heard of it so it can't be that common.

  • Rirekon #34 3 years ago

    I wish MS would actually release the details on the precise problem.

    I'm assuming (big time) that;
    1. Logging into your live account
    2. Having an active gold subscription
    3. Having an active creators club subscription
    4. Logging into MSN
    Will all, in any combination, be considered an active account. I suspect in reality this problem only hits people who create a live account and then don't use it in anyway for 4 months (120 days).

    Still sucks though, and pretty weak to not have a solution - preemptive or otherwise.

  • miiiguel #35 3 years ago

    "Typical Microsoft crap, no wonder Sony always beats them at everything. "
    Yes, Microsft TV's sell a lot less then Sony's. Not to mention Sony's Operating System which kicks Windows in all places.

    My boss is going to migrate our MS SQL servers to Sony Database server. Both companies compete in so many products...

    Edited by 2 at 18/02/09 @ 17:33

  • dnbuk #36 3 years ago

    Arguingoverconsoleswhenyoureovertheageof7lol

  • Rirekon #37 3 years ago

    Actually, important question for anyone who actually knows;

    If this causes "Xbox Live accounts to be wiped beyond recovery", does that include XBLA purchases? I sincerely hope not or MS are going to find themselves in some deep legal issues...
    Edited by 1 at 18/02/09 @ 17:35

  • oceanmotion #38 3 years ago

    I wish this would happen to my Xbox 1 gamertag but it hasn't even when the emial address has been unused in 3 years. Take that MS!

  • miiiguel #39 3 years ago

    skillian
    10-Feb-09 15:13:37 xbots are desperate to find ways to bash it now that the reviews doesn't.

    Anyone who reads EG comment threads even casually knows this to be true. And I don't own a PS3, nor have I ever played Killzone 1 or 2.
    ignore poster

    *Someone* really typed this, as ppl who had a 360 was - like a creacionist shit - less friendly than one with a PS3. Segregation much ?
    Edited by 2 at 18/02/09 @ 17:45

  • sneetch #40 3 years ago

    @dnbuk
    Arguingoverconsoleswhenyoureovertheageof7lol

    /cheer

    @barnard666
    thats pretty poor...what if you paid for your 12 months and then they delete your account?

    Oooh, now that's a "real" problem: they can basically just tell you tough luck about this but if they take money from you and then delete your account (or through inaction allow your account to be deleted) then they're in the shit.

    Glad I use my gmail account for Live.

  • redneon Verified Programmer, SUMO Digital #41 3 years ago

    @login_name:

    Is he still around? I've had him on ignore for so long I'd forgotten about him :D

    He gives people who prefer the 360 (such as myself) a bad name.

  • miiiguel #42 3 years ago

    @ Garo:
    I think the diference might be in something like, I wouldn't be happy if you had a car accident while going to see a football match just because you support other team than I do. Even if you had it while parking near the stadium. Even if the car park had problems.
    Anyway... nevermind. The bollocks.

    :/
    Edited by 1 at 18/02/09 @ 17:51

  • drumbaby #43 3 years ago

    Just chuck another billion dollars at the problem, Msoft, and bring out another Gears game...everyone will forget you're incompetent twats.

  • BastoJ #44 3 years ago

    They'll restore them from one of their backups I'm sure, being a major service like this I'd expect at least full backups weekly with incremental ones done daily.

  • Wildsleven #45 3 years ago

    man that sucks, hate to be any of those players who lost their achievments, though im not as much of a achievement whore like before i think i would cry a big river and drown the whole population of galway... oh not to mention i would destroy my xb 360 itself if i lost all my points, some were a bitch to get -_-

    ms should really get this fixed asap

  • Ryze #46 3 years ago

    Cockup!!! Left the door wide open for the Sonytards (Rash') to dive in and take a dig!

    Shame! Luckily my live ID stays active as I use it outside of XBL, and I've no reason to stop my live sub as I use it regularly!

    /chills

  • Ryze #47 3 years ago

    @Darren

    Same issues here mate. Ridiculous, but the online play, party chat and invites work fine, the content exists by the truckload, is developed, relased & d/loaded quickly and runs smoothly - unlike their competitors...

    /waits for God Of War III, Shadow of the / ICO 3

    @ecureuil

    Oh wait!?!

    :D
    Edited by 2 at 18/02/09 @ 18:25

  • chessboxer #48 3 years ago

    @ farticusmaximus

    "Still I'd rather lose my achievements than own the pathetic joke of a 'games machine' that the ever-dissapointing PS3 is, in which all your achievement ripoffs are worthless due to the games being so fucking awful. "

    Your statement makes it sound like you DON'T own a PS3, which you've been telling everyone that you do. Is this a slip?

    As for the games, the PS3 has more exclusive titles with a metacritic rating of 80 or higher that the 360, so I don't really see how it has "crap games" when it also has most of the multiplatform games which are on the 360 as well which score similarly on metacritic.

  • Wildsleven #49 3 years ago

    @ farticusmaximus

    ur a bit extreme.. spoken like a true fanboy defending his console, i own a ps3 and xbox 360 but i do agree ps3 is not as good when it comes to multiplatform games, but its not a BIG difference! u would hardly notice unless ur a fanboy and like one console more than the other in particula.

    the ps3 not falling behind but actually starting to catch up really

  • CASE #50 3 years ago

    @darren

    try clearing your cache - google it.

  • mcmonkeyplc #51 3 years ago

    LOLERSKATES

    Assuming it doesn't happen to me.

  • GamesConnoisseur #52 3 years ago

    try clearing the Xbox 360 Hard Drive cache. To clear the Xbox 360 Hard Drive cache, follow these steps:
    Reattach the Xbox Hard Drive.
    Locate the System section of the Xbox 360 Dashboard.
    Select Memory, and then press the Y button to view the device options screen.
    On the Xbox 360 Controller, press the following items in this sequence:
    X button
    X button
    Left bumper
    Right bumper
    X button
    X button
    When you are prompted to confirm system maintenance, select Yes by pressing the A button.

    For your info on how to clear cache on post NXE X360, though its doesnt help that much. So wondered ho much impact 120 gb hdd have compared to X360 hdd free or its all to do with internet/server speed? Simple enough to find out which I could if I wasnt so half assed!

    Agreed that the delay with features/options appearing post NXE is one of the more annoying thing compared to pre NXE, but its doesnt take that long on mine? A min?!! So must be some sort of factor playing up?

    Still a big blunder with the deleted Gamertag as if it happen to me it would be enough for me to swore off X360 after the hours and years getting to where i am. So should provide an option to reassign gamertag provided given enough security clearance?

  • berelain #53 3 years ago

    *ignores the fanboy drivel*

    This is a pretty weird issue. I can't really understand how a hotmail account could be so tightly linked with an xbox live account that the deletion of one would result in the deletion of the other, particularly when its possible to *unlink* them as has been pointed out. Either way, its a fuckup on MS's part, and I'm certainly glad that I a) check my hotmail regularly and b) don't even use a hotmail account for my gamertag.

  • Balboa #54 3 years ago

    I'm glad this has finally popped up as news. Support have been giving my brother the run around for a couple of months now. Hopefully this'll prod MS into fixing it, as creating a new account isn't an option given that he's bought content.

  • Xerx3s #55 3 years ago

    List of people in this thread that should read their posts out loud and then contemplate their life for a moment:
    Rash'
    farticusmaximus
    KingsXKing
    Law07
    ecureuil
    chessboxer
    Me (for actually not clicking ignore and trying to make this place more enjoyable)

  • Law07 #56 3 years ago

    Awk why me? :(

    farticus gets on my goat, to say the PS3's got shit games is complete bollocks and really immature. Stop living in the past when you probably had a point (ie. 2007). I think the 360 has a chug load of shovelware, I saw in GAME yesterday "My Horse and Me" for example. Sorry and you call PS3 games shite? :S
    Edited by 1 at 18/02/09 @ 20:03

  • andywilkie35 #57 3 years ago

    i'm assuming chaps that if my hotmail account remains active, then my gamertag will be alright? (sorry haven't read the previous page of comments)

  • Widge #58 3 years ago

    I just had a really nice stir fry

  • asphaltcowboy #59 3 years ago

    @andywilkie35: yes, pretty sure that's it

  • Dark_Stranger #60 3 years ago

    This may have already been covered, but are they saying that if your hotmail account expires & is deleted, your Live account also gets deleted? if so, i can only presume that Live constantly checks the email account associated with the live account & if not present deletes the Live account. Obviously this rule doesnt apply to all email accounts such as my account that has my work email address as there is no way Live could check whether its valid or not & therefore should be simple to fix (he says). Also,is this a new thing since the new Live front/back end as havent people been using Hotmail accounts since Live began!

  • Vanmunt #61 3 years ago

    surely all comments boards would be full of this if it was that common... lets face it we all know somebody who has had a rrod?

  • Xerx3s #62 3 years ago

    PatAU: /facepalm

  • BartonFink #63 3 years ago

    @Xerx3s that was more of /double picard

  • BartonFink #64 3 years ago

    On topic though this is one gigantic clusterfuckup by MS.

  • LowEnergyCycle #65 3 years ago

    So... many... fuckwits...

    Anyway, as somebody mentioned earlier, does this mean that purchases with Gamerpoints are also lost (since they're tagged to your account), cuz that makes the problem "very real", as opposed to "just extremely annoying".

    Which is sort of akin to the difference between "having a relevant post around here", and people "talking out of their hairless dicks".

  • Darren #66 3 years ago

    Thanks for the suggestion of clearing the HDD cache, I shall try that.

    However, it does annoy me that I even have to do this. Would it really be so difficult for Microsoft to build this feature into the operating system so that it clears the cache automatically after every exiting every game or at bootup but retains game updates and the Xbox emulator? The Xbox 360 is supposed to be a console NOT a bloody PC!

    You don't have to keep doing this on the PS3 either every time the system slows down... oh hang on, it NEVER does slow down when accessing the PSN. I'm not picking sides here as I own both consoles but Microsoft could learn a thing or two from Sony about how to do an online service that doesn't cause the console to freeze up periodically just because I want to read a message or view the Friends list! Sheesh.

  • Balboa #67 3 years ago

    @Dark_Stranger

    I don't think the XBL account is deleted, I think it just keeps pointing to the now non-existant Windows Live account. This causes problems, because it tries to hook up to this when you try changing your subscription, for instance.

    @LowEnergyCycle

    Your marketplace points are tied to your XBL account, and if their only solution is to make a new gamertag, you're gonna lose those along with anything you've bought previously. Which underlines exactly how fragile both vender currency and DRM'd DLC is.

  • Rodchenko #68 3 years ago

    the content exists by the truckload, is developed, relased & d/loaded quickly and runs smoothly - unlike their competitors...

    Rose-tinted spectacles this way, please.

  • Benno #69 3 years ago

    This is why the 360 is shit

    PS3 forever!

  • LowEnergyCycle #70 3 years ago

    @Balboa
    "you're gonna lose those along with anything you've bought previously"

    I don't know much about law, but isn't that basically fraud? I mean - shouldn't they be refunding people for their losses? They have to, surely.

  • Rash' #71 3 years ago

    LOL@ at all that took to my bait. not surprised by the typical and stealth fanboys such as Ryze and Xerx3s. more surprised by the liberal interpretations of "360lol". i don't feel sorry or happy for anyone regarding this news. MS royally screwed up. what's new about that this gen?

  • Ryze #72 3 years ago

    tRashlol

    It's surprising, as Sony have been making the the blunders during this gen. Bored of waiting for games much?! That'll be them being crammed into 200Mb RAM, and being optimised to run at higher than 20fps @ 540p.

    So much for teh Blu-Rayz. How many 200Mb can you fit in 50Gb?

  • Rash' #73 3 years ago

    Ryze, do you honestly think i give a shit about the biased drivel that seeps from your mind? at least i can say with confidence my issues with 360 are factually driven. you just chat shit... like that last post. go on give me a reason to use that button. better still, why don't you save us both the hassle and do it yourself. fool.
    Edited by 2 at 19/02/09 @ 09:43

  • Balboa #74 3 years ago

    @LowEnergyCycle

    Not sure on the MS points - they can actually expire anyway, which is why you should never let them hang around on your account unused.

    And this is where things get a little shady - you didn't buy the marketplace software with money, you traded MS points. A "currency" entirely owned by MS, with no legal protection outside of the T&C, afaik. However I doubt they'd want the shitstorm that will ensue if they don't replace lost catalogues.

    The problem is it's hard to prove what you've purchased, because you can't log into the xbox live website and look at the marketplace log. This is why I'm glad this story has popped up, because exposure from gaming press and the community voice is probably the only thing that's going to get this stuff back.

  • Spekingur #75 3 years ago

    At least it is easier to code for X360 than for PS3...

    I also wonder what counts as 'keeping hotmail/live account active'. Logging onto MSN messenger? Being online on XBL?

  • Rash' #76 3 years ago

    trebell

    oh i'm sorry. i didn't realise i had to acknowledge the failings of every hardware manufacturer before posting my opinion on this article.
    Edited by 1 at 19/02/09 @ 09:41

  • Xerx3s #77 3 years ago

    Darren: They haven't done it because some games install files during boot to speed up things.

  • Xerx3s #78 3 years ago

    Rash': I'm not a stealth fanboy. Unlike you, I'm perfectly aware of my preference. It is an concious choice that suits my gaming needs. I've never tried to hide it (everybody here is perfectly aware of my preference), at the worst I've tried to mock myself.

    But you on the other hand don't seem to be aware that you are a tit and a fanboy, trying to hide your fanboyish posts with weak replies like "LOL MY TROLLING WORKEDLOL" when called out on your stupidity. Either you where actively trolling and had no intention to contribute or you where a fanboy that saw a chance to post his stupidity. My money is on the latter but either way, it makes you a complete fuckwit.

  • Rash' #79 3 years ago

    Xerx3s, let me be straight with you. i think you're a stand up guy. generally you don't post bull, and i have a lot of time for what you say. contray to your belief we're very similar today though our tastes are in opposition i.e you went with 360, i went for PS3. i like to have my fun with the fanboys but was surprised my deliberately provocative yet simple attempt reeled you in. i think you misunderstand me. that's ok many do. but i'm interested to know why you felt the need to respond to such an obvious attempt at trolling? i honestly thought you were better than that.

  • Les #80 3 years ago

    "The problem comes from Windows Live ID email addresses, such as Hotmail accounts, expiring and being deleted. "

    Do they actually expire? Have had a hotmail account for over 10 years now solely for MSN, which I haven't really used the last 5 or so years. But I checked just now and it still exists.

  • DoctorZoidberg #81 3 years ago

    Les, using it for MSN count's as using it, as your "logged" into your microsoft account.


  • Les #82 3 years ago

    "Les, using it for MSN count's as using it, as your "logged" into your microsoft account"

    But I haven't used my MSN account in ages either. As I have a Mac, if I ever chat (which is practically never) I use iChat nowadays, through my gmail account.

    And back in the days when I did regularly use MSN, that didn't stop MS from inactivating my account for hotmail use every two or three months.

  • Ryze #83 3 years ago

    @Rash'

    Take your tongue out of his arse you stupid cock.

    No sense in trying to act intelligent after your posting history shows you're a mindless fanboy idiot without a leg to stand on with 99% of your nonsense arguments.

  • cyber_nicco #84 3 years ago

    "I never use my hotmail.com address except for Xbox LIVE. I only got one because back in the days of the original Xbox that was the only email address that would be accepted. I've never bother to change it since. "

    Actually, I have had an Xbox Live! account since the very first morning of the very first day of the very first beta test in the United States, and I never had it linked to a hotmail account.

  • Rash' #85 3 years ago

    Ryze, Well it's up to me you make our lives easier. Ignored.

  • Ryze #86 3 years ago

    Cheers, you fucking tosser.

  • amcd28 #87 3 years ago

    OK everyone, it has been a looooooooooooooooooooong time since I've been watching the forums.

    Still the same I see.

    You can all step away from the keyboard and calm down by looking at pictures of kittens

    [link url=http://kittens.sytes.org/
    ]    http://kittens.sytes.org/
    [/link]

    And relax.

    /goes to bed as the Corona 'n lime has finally made me incoherent.