My son's microsoft account has been stolen/hacked

Trygveaø · Feb 3, 2025 at 6:12 PM

My son's account has been stolen in the way of him, when playing Minecraft he was fooled into an discord server, and logged into this with his email account and in game username. according to himself, and the video of when this happened (he actually has an video from the game, when this happened.)

The hacker was also telling my son that he will have to pay to get the account back.

how they got his password is unknown, but he has now changed all passwords on other accounts, but he is unable to log in to the microsoft account, since the hacker has changed his password, phone number, and recovery email adresses.

But for some reason, my email (i'm his father) is somehow still connected, in that way, when we try to log in to his account, i still receive an 6 digit reset code in my email.

This reset code is linked to a random outlook account made from 10-15 random letters, so it is still to no value for us.

I think this might be a "stick in the wheels" for the hacker, since they have been trying to log in to my account, from different areas/vpn (chile,brasil, turkey,russia and so on) 4-5 times every day, since my son's account was hacked.

My son's account has just been used for gaming, and since he is just 14 years old, there has not been done any (or at least very few) purchases at microsoft store, he dont use teams, skype or hotmail, he just use it for gaming.

We have tried to call support, who is totally useless, (just an answering machine that hangs up)

we have tried to fill in the account recovery form, but this gets rejected because of too little information. (but there is no more information to give)

Now we feel like we've tried everything that is in our capacity and we are totally stuck.

My son is of course sad of whats happened, since he has a lot of fifferent ingame work, and client stuff connected to this account.

And I think he has learned his lesson now (at least i got the motivation to secure my own accounts better now)

Windows 11

:)

SmartLace1968

Hello this is Virginia O.

I understand that you want to recover a hacked account.

I apologize for the inconvenienced. And no worries now because I'd be happy to assist you today.

To recover your account please visit this page to be guided with the process:

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

In here you will be given the steps and instructions as well on how to regain access to your account.

Here is the direct link for the account recovery: https://account.live.com/acsr

When you submit a recovery request online, please provide the nearest answer to all the asked questions.

And it is important to not leave any questions unanswered.

Please be guided with the steps and instructions on how to answer the account recovery form.

A friendly reminder, I don't work for Microsoft which is why I do not have a direct access to your account and if incase that the steps won't work please reach Microsoft Support: https://support.xbox.com/en-US/contact-us for further assistance regarding the recovering your account.

Thank you for your cooperation. Have a great day!

vJDv

Hello there 👋

First just want to say sorry that this had happened to you Unfortunately there is nothing anyone can do on the forums you would need to contact support on this matter hope they can get this fixed for you

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

XBF Eladio M

Hey Geneviève

Thank you so much for taking the time to post this on the Xbox Forums. We understand that you are currently unable to recover your sons account.

Normally we would encourage you to follow the
Compromised Account Solution wizard, however, considering the gravity of the situation and how far along this has gotten I would instead recommend that you Contact

Xbox Customer Support as they will be better equipped to help you in this situation.

Its worth noting that if you can fill out the
Account Self Recovery request form, prior to reaching out to support, might give you an edge here.

You can follow these steps to get ahold of an agent:

Log into Support.Xbox.com

Step 1: Scroll down, and select Support at the bottom left hand side under
Xbox.
Step 2: At the bottom of the page, click on
Contact Us
Step 3 : Select Xbox One then See other options
Step 4 : Select your Issue –
How to protect your account
- Select - Show contact options
- Select –
  Request a call from Support

I hope this was of some help to you.

kyle_m4496

Hi RobBell6. My name is Kyle and I'm an independent advisor.

When an account gets hacked, you must act fast to increase your chances of recovering it. Since the account's email has been changed, I'm afraid it will no longer be possible to recover the account. I apologise for any inconvenience caused by this.

For future reference, here are some tips to keep your account safe and secure: https://support.microsoft.com/account-billing/628538c2-7006-33bb-5ef4-c917657362b9

kyle_m4496

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

Because that email address is no longer associated with the account.

> Also if it can’t be recovered how do I cancel the Xbox Live subscription

Microsoft can only assist with billing queries if you have access to the account. You'll need to contact your bank or financial institution to cancel the charges. If you pay with card I'd suggest cancelling the card too.

Please reach back if you have further questions.

My son's microsoft account has been stolen/hacked