Can’t verify or recover Microsoft account

Darmok Jalad · Jan 22, 2025

I have had an Xbox gamertag for nearly 19 years. It is associated with my 19 year old Microsoft account, an old Hotmail email. I have used that, along with one back up email address for years. Recently I went to sign in to my Xbox and it asked me to verify my identity. My only option is to send a verification code to my alternate email address, except there is a big problem. That alternate email address is an old university email and I have since graduated and the email address shut down and there is no way to access the alternate email. Since I don’t have any other emails on my account and I don’t have a phone number on my account I am locked out forever. I cannot sign in to my email, Microsoft account, or Xbox gamertag. The only other option is to fill out account recovery form which gets automatically denied within minutes of submitting it. This is because the email is 19 years old and I haven’t sent an email on it in over a decade. I only use it for my xbox gamertag account so I cannot answer the questions of writing out the last 3 emails j sent. I tried to contact support but all the phone numbers say “check the website for answers goodbye” and hangs up on you. In order to schedule a call with a real person you have to sign in to your account, but that is my entire problem I cannot sign in so I cannot contact support. Instead I had to make a brand new account and everything to request a phone call to talk to them about a separate account. It’s beyond maddening. When Xbox support calls me they say they can’t help because this is a microsoft account problem they said they will transfer me to that department. They put me on hold for 5 hours 3 min, 42 seconds before I finally hung up. How am I suppose to get help?? How do I recover my 19 year old gamertag and Microsoft account? Even worse, the customer support told me on the phone that an AI processes all of their account recovery form requests and that it denies all of them within minutes, I was told its a problem they know about and are trying to fix. I was told the only way to fix this is to do the recovery form but also told the recovery form is automatically denied by an AI bot…….soooo what do I do??? I have had 4 phone calls with Xbox customer support and they can’t help. Microsoft account support literally doesn’t pick up there phone. I want my 19 years of movies, games, music, and save files back please!!!! I am probably one of the oldest Xbox members in history, 19 years of payments and never missing a day, only to lose everything because I didn’t have enough extra alternate emails on file. If there was a way I could add more emails or a number now I would do it in a heartbeat. I have tried to sign in to my Microsoft account through my phone, through 2 Xbox’s, and through my laptop. Everytime it wants me to verify my identity before letting me sign in and I can’t because the only other email on file has been closed down. For the love of all that is holy please someone help me

:)

kyle_m4496

Hi Darmok. My name is Kyle and I'm an independent advisor.

It is important to keep your account's information safe, secure, and up to date, to avoid the risk of losing your account.

To protect customer privacy, Microsoft can only help customers verify their account ownership through the online password recovery process: https://account.live.com/acsr

Customer support cannot assist with account recovery. The recovery form is partially automated, if it detects you haven't provided enough information it will deny your request. However, requests are forwarded to Microsoft Support if needed.

If you remember any new details that might help with the recovery process, it's encouraged to keep trying to recover your account using the online account recovery form.

https://support.xbox.com/help/account-profile/manage-account/lost-password-solution

Darmok Jalad

Hi Kyle, thanks for taking the time to answer my question, unfortunately you just restated a solution that I have already said does not work. I tried the account recovery 4 times, I get instantly denied. Gave it my address, credit card, my name, my device ID, (all 100% accurate information). The only thing I can’t fill out is the most recent 3-4 emails sent part. My email is 19 years old, I haven’t sent an email on it in 10 years so there’s no possible way to recall exact emails from that long ago. I have spent tens of thousands of dollars through this account via Xbox, with movies, games, DLCs, rewards points are all unable to be accessed simply because I have no other way to verify my account. If I could just get on the phone with a real person at Microsoft I could easily verify any information they need. I am me after all. In Microsoft’s haste to protect my account, they’ve actually done the exact opposite and locked me out of my account all together. What good is safety if I can’t access my account at all? The customer support line said the account recovery form does not work, it’s all auto-denied at this time by AI bots, this was said to me word-for-word by Xbox support themselves. So there is only one solution, and that has been put into the hands of a broken AI that doesn’t function properly. Please provide me with an alternative solution. There has to be a way for me to get in contact with Microsoft to recover my account. Additionally, my card is on auto-renewal, so I’m locked out of an account that’s still being charged. I was told I would be called back within 24-48 hours but nobody has called me. Nobody cares. I am a 19 year Xbox veteran who has spent obscene amounts of money through my account, Microsoft is cutting off a big customer. It’s crazy. And now all of those things I’m supposed to own, I no longer own because I can’t get in. Please help

ShawnMWills

Is there no way for Microsoft to see what email my EA is from my Xbox? EA told me they can’t see the email since it is deleted and they can’t recover it or recover it because they can’t verify me they there system. They told me to contact Microsoft.

Georges C.

Hello dear Gamer, first it's a pleasure to be able to help you today.

My name is Georges C

I am a gamer and expert on the XBOX platform.

I'm sorry for the inconvenience this situation is causing you.

Welcome to the community. I hope I can help you in the best way.

Hello Soul, from what I could tell you've tried to recover your Microsoft account by the recovery form.

https://account.live.com/acsr

https://support.microsoft.com/en-us/account-bil...

My suggestion is that you contact Xbox support and after you go through auto-service, ask the person who sees you to transfer to the advanced department and say that it is an A.T.O (Account Take Over).

https://support.xbox.com/en-US/contact-us

Best regards,

XBF Houmaidi O

Hello @Soul Screamer x!

I truly apologize that you have to go through this. Unfortunately, the Microsoft Account Recovery form is the only way you can recover an account.

Help with the Microsoft account recovery form.

I understand that this is not the answer you were looking for, but it is the only valid answer. Microsoft Support cannot reset your password or provide a link to reset your password.

In the previous link it is indicated:

"A customer support advocate won't be able to help you beyond what you can do for yourself in the form. To protect your account and its content, advocates aren't allowed to change account details or send password reset links."

However, regarding the charges on your account, please contact your bank to stop the allowing the charges untill you get access back to your account.

Can’t verify or recover Microsoft account