Why can’t I recover my Xbox account over a year later?

Ezekiel Stuck · Dec 2, 2023

Good morning,

I have quite a unique problem.

Quite a while ago, close to a year, I submitted an inquiry about account recovery as my Xbox Account had been stolen from me by someone with foreign access to my account and this was not permitted.

- This person accessed my account and changed my recovery options from MY phone number to NO phone number and MY recovery email to an @dropjar email that I and my name have NEVER been associated with.

I have submitted many Recovery Forms or Tickets, using many different pieces of accurate information to get my account back. Names, addresses, credit card infos, and even the Xbox live device info I used the account on (The ONLY device I’ve used the account on). Every time, for the past almost year, my recovery was denied due to “inaccurate information” when I had been using the account for over a decade. NOBODY ELSE would have been able to answer those questions with the same accuracy other than myself (the original account owner)

My greatest foresight was not creating a recovery code, however I did not expect it to be so easy for someone to hijack my account, or that there is so little that support can do to help me recover it..

So my question: Is there still hope for me to get this account back? I’ve had it for over a decade and have spend thousands of dollars on games, in-game purchases, and subscriptions on that account.

Is there ANY WAY AT ALL for me to recover my account?

I’ve since created a new one (this one I’m using to post) but have been extremely demotivated to buy or play games with it as I’ve already done so, just to have the account stolen from me. I also did everything I was directed to do in my last inquiry, to come to the same conclusion: a recover email for @dropjar is the only recovery option and, again, that is NOT my recovery email and I have never been associated with dropjar.

I hope someone can help. Thank you

:)

Reegan_T

I would recommend talking to a Microsoft Support Agent, you will be able to get your account back its just a case of the information required. I'm sure they can help you one way or another!

Darhyl Amizola

Hi Ezekiel! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing this with your Microsoft Xbox account being compromised. I understand how frustrating this is and I would totally feel the same way if I were in your shoes. No worries, let me help you sort this out.

It's important to note that this is a public user-to-user community forum, and none of us here work for Microsoft.

Kindly try to follow the instructions in the interactive tool using the link below in order to recover your account:

https://support.microsoft.com/en-us...-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

If the steps above didn't work, proceed to reach out to Xbox Support for further escalations as they have the tools and resources to properly investigate this case. Here's how to contact them:

Chat Support:

> Visit the Xbox Support website: https://support.xbox.com/en-US/contact-us/
> Click on the "Contact Us" button in the right of the screen.
> Select the issue you need help with and click on the "Next" option.
> Sign in to your Microsoft account.
> Follow the prompts to connect to a live chat agent.

For Callback Support:

> Select Xbox One
> Select See more options then subscription changes
> Select Show Contact options
> Select Request a call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives a request for a call from support as a contact option.

If you're unable to contact them, try again at a later time. You may also check these links for reference:

https://answers.microsoft.com/en-us...-support/988332e4-631f-457c-8bc8-210e7a19be37

https://answers.microsoft.com/en-us...ive-chat/b75d470e-8c19-4399-bcc9-e6e0bc2ec2fd

However, if you have exhausted all the steps and contacted Xbox Support before and the escalation has failed due to "lack of information" just as you have mentioned, I'm afraid there are no other ways to recover a Microsoft account. Contacting Xbox Support is the last resort to recover a compromised Microsoft account.

Just a gentle reminder that we are only Xbox gamers just like you here in this community. We are not Microsoft employees and we do not have tools to access your account or any Microsoft System.

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

RobBell6

Why are Microsoft unable to send recovery details to the email address associated with the account?

Also if it can’t be recovered how do I cancel the Xbox Live subscription because I can’t cancel it via the Xbox or accessing the account

T3ddy B4gW3LL

no. on the xbox that does have it on. I was hoping it would over write it. I can move Silver accounts from Xbox to USB drive fine. But not my main Gold account.

Just tried to recover my main account again... and got this error: Sorry Xbox LIVE profiles cant be downloaded right now, Try again later

80070020

Which Explains why I cant recover it. However it does not explain why I cant transfer my main account from xbox to USB drive. I have also cleared my system cache

Normal_User113

I already tried that as well and it still didn’t fix it. I’ve had this problem for over a year. I can’t find a solution. It lets me play if I use a different account but it won’t let me use my main account I don’t understand why

Why can’t I recover my Xbox account over a year later?