How to recover son's hacked account

Gill Bright · Jan 26, 2025 at 5:05 PM

My autistic son has had the same account for 15+ years now. He has communication difficulties and was not able to explain to us anything was wrong with his Microsoft account.

8 weeks ago he tried to log into his account in the support centre he attends only to identify that the accounts email address has been changed to something nonsensical and we have been desperately trying to figure out how to recover this from that point. He has 15 years of games and achievement points on there and we feel like no-one will listen and help us.

My son is not able to handle this himself as he struggles with any degree of questioning and so my husband and I are trying to resolve this matter.

Chat support have not been helpful and the last 2 agents I actually got on the phone hung up on me (first apologised that they were not in the correct team...second one just hung up on me part way through me explaining the problem). I have tried using the account recovery tool but it is asking questions about this nonsensical email address that I just cannot answer.

We don't know how this has happened and we just need some kind of support before my son demands we re-purchase his entire gaming library.

Can anyone from Microsoft listen and help with this? His behaviour and coping around losing something precious to him means all of this is a struggle we are finding very difficult to cope with.

:)

Lumie Helps

Hi there Gill B.

I am Lumei and I would love to assist you today.

I am so so sorry to hear about what you and your son are facing. Please keep in mind, this is a user forum, we are not Microsoft and they will not talk to you here.

If you know the new email address of the account then that is a great start. The recovery form is genuinely the only way to unlock the account. The account recovery process is completely automated so there is nothing support can do other than tell you how to complete it.

You do not need to answer information about the new email address. The email is a mask alias of your past account. It has all the saved information of your account, so complete it using this knowledge. That is how the form works.

Make sure to complete it in an area you would usually access your account from. It is important to be consistent with this form, you can complete the form twice a day everyday until your regain access to your account. Repeating this will increase your odds of recovery.

Here are more tips to follow with the form: [https://support.microsoft.com/account-billing/b19c02d1-a782-dee6-93c3-dc8113b20c42]

I am very sorry there is no other way, proof of ownership such as ID or purchase history cannot gain you access either.

I understand you have tried before and been denied, but this does not mean you will always be denied. Please keep trying, the system works on probability, consistency is key! You only need to pass once. =)

I hope this helps. Let me know if I can be of any further assistance. -Lumie

eduscxbox

Also, if the account that was hacked was his Epic Account you can
contact them here to have more details on how to recover your son's account.

Hope it helps.

Best Regards

Georges C.

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

My name is welcome to the community.

Hello Jaime, I'm sorry about what happened to your son's account, however in these cases of account hacking the ideal is to try to recover them by the account recovery form.

Recover your account

https://account.live.com/acsr

Help with the Microsoft account recovery form

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

How to recover a hacked or compromised Microsoft account

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

DioPeluca

This may help you How to recover a hacked Microsoft account

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How to recover son's hacked account