Help recovering our locked Xbox account

Hello Magic2218,

Thank you for reaching out to the Microsoft Community. My name is Lumie and I'm happy to help.

I'm sorry you're experiencing this problem. I understand how important recovering your account is to you.

Important: The account recovery form can only be used if two-step verification isn't turned on.

If you did not have 2FA active on the account, you will need to try the Account Recovery Form again: [https://account.live.com/acsr]

Detailed steps on how to use the Account Recovery Form can be found here: [https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42]

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. =)

Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: [https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53]

Let me know if you need more help.

Regards,
Lumie

Hi there!

I am sorry to know about what happened. This is clearly not the situation I want you to be in. Unfortunately, our accounts' data and licenses are non-transferable. Once an account gets locked out or suspended, that includes everything on that account - that's what makes the account itself.

Especially that your current account was protected by 2FA, it would be difficult to recover it. Due to our account safety and security, only us the account owners have the ability to recover our accounts and verify their ownership. Even a Microsoft Support cannot recover our accounts on our behalf because they're protected by the security information we have setup on our accounts which we only have access to.

I hate to be a bearer of bad news here but that's how it works.

Hello AdAm,

We split your reply so that we could create a thread personalized for you.

We understand that you underwent an Xbox factory reset to which the account was removed, and now there is an inability to recover the account.

Unfortunately, our forums community does not carry the necessary tools in order to help with recovering accounts. We do have an available support article at our
recover your Microsoft account for this situation.

Try this and let us know the results.

Best wishes!

Hey TUBULARFOOL

Thank you for taking the time to post this on the Xbox Forums. We understand that your buddy in running into difficulties with recover his account.

The steps provided above by Xbox Forums Ambassador
M3tal Daz3 will be your best bet in order for them to recover their account.

You mentioned that their account was still not unlocked after 24hrs but I would implore you that you continue to wait just a bit longer for the account to be unlocked, as even Xbox Customer Support will be unable to supersede this.

If you forgot the password you use to sign in to services like Outlook.com, Skype, OneDrive, and Xbox Live, you might need to reset it.

• Here's how to do it:
  
  • Go to
    Recover your account and type the email address, phone number, or Skype name that needs a password reset. Then select
    Next.
    
  • We'll ask where you'd like to get your security code. Choose one of the alternate contact email addresses or phone numbers on this account. Then select Next.
    
  • Type the missing info to verify that it's really your email address or phone number. Next, select
    Send code.
    
  • We'll send the security code to the alternate contact you chose. If you don't see it, check your junk folder. If it's not there, you can select
    Use a different verification option.
    
  • Type the security code into Verify your identity, then select
    Next.
  • Reset the password for your Microsoft account by typing it into
    New password. Then confirm it by typing it again into
    Reenter password.
• For info on signing in to Xbox Live using your Microsoft account, see
  
  Password and security: Password and sign-in.
• To manage your security info, see Microsoft account security info & security codes.