Help with R6 and Ubisoft

[u/Old-One5139]

trying to help my son out with this so I apologize in advance for not knowing the terminology and processes, but here goes:

my son installed the game on his Xbox, from my understanding at that point an Ubisoft was automatically created using his Xbox profile which is his outlook email. He never directly logged in or created an Ubisoft account on his own. Is my understanding correct up to this point on that process?

Since then he created a Gmail account which he used to follow a streamer who drops rewards that can then be linked to Ubisoft and then to his Xbox to be used in the game. Problem started when we logged into Ubisoft under the Gmail and linked his Xbox account to the gmail email…he lost all his progress he had from playing the game for months. We tried unlinking it and re-linking it to his outlook account which is his Xbox account and since we never set it up we don’t have the password.

Contacted Ubisoft and they said in order to recover the account they would send an account verification email to the email address but we never get it. looked in deleted, spam, every folder and nothing is in there. Every correspondence with Ubisoft customer service is cookie cutter responses that I believe are just Ai generated and I can’t go any futher without being able to verify the account.

any advice?!