Microsoft account lost Xbox profile and subscriptions

The symptoms indicate a Microsoft account problem, not a Windows installation issue. The Xbox profile, Game Pass/Microsoft 365 entitlements, devices, and order history are all tied to the Microsoft account identity that Xbox, Store, and Microsoft 365 see. If those all disappeared at once, the most likely causes from the available guidance are:

1. The account being different from the one that actually owns the content (for example, content on another Microsoft account or alias).
2. The original account being closed or otherwise no longer recognized.
3. A compromised account that has effectively become unrecoverable.

Use these steps in order:

1. Confirm the exact Microsoft account in use
   • From Windows 11: go to Start > Settings > Accounts > Email & accounts and check the Microsoft account username shown there.
   • Check other places where the owning account might appear, such as any Office apps (Word/Excel → File > Account → Belongs to) and any email receipts from Microsoft for Xbox, Game Pass, or Microsoft 365 purchases in all email inboxes.
   • If purchases or subscriptions are tied to a different Microsoft account than the one currently signed in, sign in with that account instead. See the guidance in Check products or services where you used your Microsoft account for where to look.
2. Check whether the account is still active and recognized
   • Try to sign in to the Microsoft account dashboard: Microsoft account dashboard.
   • If sign‑in fails or the username is reported as not existing or no longer recognized, follow the steps in I can't sign in to my Microsoft account (for example, using the Sign-in Helper tool and the recovery options listed there).
   • If the account has been closed or deleted (for example, not used for more than two years), it cannot be reopened and associated content will not be available.
3. If the account may be compromised
   • If there is any indication the account was hacked (security info changed, unexpected activity, or ownership details changed), follow the hacked/compromised-account recovery path described in the Q&A reference: use the compromised-account link, then complete the Microsoft account recovery form with as much accurate information as possible.
   • If the recovery form is repeatedly rejected and security info has been changed by an attacker, the guidance is that the account may be unrecoverable and associated Xbox/Minecraft/365 content may not be restorable.
4. If sign-in works but security info is broken
   • If sign-in succeeds but verification fails or codes cannot be received, use the steps in Troubleshoot Microsoft verification code issues.
   • If some security info is still accessible, sign in to Advanced security options, add a new verification method, verify it, and then remove outdated methods one by one.
   • If all security info is lost but the password is known, start sign-in, choose I don't have any of these at the verification prompt, and follow the process to replace security info. Be aware this can impose a 30‑day restriction before full access is restored.
5. If recovery attempts fail
   • If the recovery form and sign‑in helper both fail and the account is treated as non‑existent or unrecoverable, the content (Xbox profile, Game Pass redemption, Microsoft 365 redemption, devices, and order history) tied to that identity cannot be moved to another Microsoft account.
   • In that case, the only supported path is to continue with the working Microsoft account on the PC and re‑purchase or re‑redeem services as needed under that account.

Because the error "illegal state change was requested" appears during Windows account verification for only this one Microsoft account, it aligns with an account‑side problem (closed, corrupted, or unrecoverable identity) rather than a Windows configuration issue. The supported remediation is to recover or reopen the Microsoft account if possible; if not, the account and its entitlements cannot be merged into or restored on another account.

References:

• What is a Microsoft account?
• Get help with your Microsoft account
• I can't sign in to my Microsoft account
• Troubleshoot Microsoft verification code issues
• Check products or services where you used your Microsoft account
• Help with the Microsoft account recovery form
• Need help with hacked microsoft account - Microsoft Q&A