I've managed to come across this from someone who called microsoft with the same problem (it seems quite common)
Go into settings Console settings Then device settings (The one with the blue screen)
left trigger, right trigger, x, y, left bumper, right bumper, left with left stick, up with left stick, right with left stick, x
If you have trouble use the pad instead of stick, but I could only get the stick to work..
I hope that helps
I forgot my password for my account and I dont know where to find my secret question.