Ive been asked to "secure my account" every time i try to login but i cannot

Kamden Cantwell · Jan 31, 2025 at 7:32 AM

Ive been asked to "secure my account" every time i try to login to Xbox

I Have tried everything i could in the last week to secure my main account, i was first asked for a alt email set up with the account for the code to be sent to, this email no longer exists It is impossible to do it that way, i was then asked to send a email recovery, i have sent two email recoveries over the course of five days neither of them i got a response for. the first one i sent was five days ago the second yesterday.

I've changed the password three times, and I've sent a Account reactivation form as well explaining my lock out, just to get a denial sent not even a minute later by a auto response.

I don't expect my account was hacked, if so i already changed the password.

I share my main account with my dad he owns the email used, but I'm the one that mainly uses the account.

Yes i do have access to the email

I no longer have my Xbox So i cannot get it's id code i Game on PC exclusively, Id code was something asked on the Email recovery

I'm not aware of any 2 factor set up with the account,

Thank you for any assistance

:)

Lumie Helps

Hello Kamden C,

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. No matter how secure an account is, it can still be locked. This is because the account could be attacked consistently. Even if the attack is fails, it can still be a security hazard.

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]

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

Adam Šimurina

I've recovered the account but every time I want to login I get stuck in a "help us secure your account" loop.

When I go to secure it it's just makes me change the password and I've changed it half a dozen times already.

I can give you the email and password to the account just please let me login I've been struggling with this problem for the longest time.

Thank you.

Edit: I have replyed with my school account on accedent I just wanted to say this is the OC.

OstrichDaddy

This is actually the perfect place to vent. I've never seen a security system so absolutely f'ed up, and I'm a security professional. I have been trying for an hour to login my son's account, I have to validate the terms of service for him (a waste of
time, to reduce MS liability, not aid the consumer of course), and yet I cannot do this because it says my ID and password are not correct. The very same ID and password I'm using right now to access the forums and try to figure out this mess!

Fanciellaa

Uh, yes. My email for that account is, [Mod Removed - Personal Information]

I tried to login into my ahshona account on here, but it says im suspended, when i tried logging into my xbox live account, it says im suspended. Im pretty sure im suspended in every app i try to login that has to do with microsoft. No one is currently hijacking
my account. Its probably because ive entered my password wrong, or its either that ive been getting lots of wrong on that verifications steps (like what you said).

A witty remark

I can confirm that this is happening to me. Now my Childs accounts are moved from Family Centre to individual accounts I have been asked to set up Secondary security. In doing so I have to verify details on the email address which in turn requires me to
login as my child on the XboxLiveFamilly.com address and from there I am asked to login as an adult and after that it wants me to be in the States so I cant complete the process and the Child is locked out of their account , we just cant login.

Ive been asked to "secure my account" every time i try to login but i cannot