Can a Microsoft Agent change my email?

Gabriel Mendoza2 · Feb 23, 2025 at 2:32 AM

Hello, my main issue here is that I have a Microsoft account but the email that I used for that account is no longer accessible since it was hacked. I was hoping to ask if there are ways Microsoft can change the email to my newer email so I could get back in.

I've tried using their suggested solution, which is to fill up the account recovery form, reset password, and login again. I was able to reset my password, but the next issue I got is that my account got locked and I need to input my phone number (the only verification method in my case). Upon inputting my number (with +63 country code) and clicking send code, it displayed an error "The verification method is not working right now." and since that is THE ONLY verification method to unlock my account, I have no way of logging in. I have been trying to send a code to my phone these past weeks but I get the same error every time.

Are there other ways that I can retrieve the account, or other ways that I could log in? Any help would be appreciated!

:)

Nathan Roberts (SN)

Hey there, Gabriel Mendoza2

The only people who can reset your account information, including your email address, are the Microsoft staff who review the account recovery forms. Since you are unable to get back onto your account again, please can you complete the account recovery form again for the team to reset your info.

The other method would be to say you have forgotten your password. When it displays your recovery information, it may give you an option that says "I don't have any of these" which will allow you to complete another form to update your security information. However, this method will place the account in a restricted mode for 30 days to provide the account owner time to prevent the security information from been updated.

Hope this information helps,

Nathan

Tetrasides

You can't change an email address on an account if you can't access the other email address. To change email address on the account, it requires you to enter your details for the old account.

I recommend you talk to an official Xbox/Microsoft support agent and maybe they can help you and tell you the correct procedure.

ChiefJoboo

This can only work if your emails are NOT hotmail, outlook or live emails as those are Microsoft email addresses. That may be the cause of your problem. You can not change TO an email that is a Microsoft email. You can change a Microsoft email to any other
non Microsoft email, though.

Please see this page on how to change the emails if you don't have those emails as your current primary ones:

http://support.xbox.com/my-account/microsoft-account/change-email-sign-in-for-microsoft-account

Limey2144Gaming

Microsoft agent, can you email minecraft to remove this error message?

Ricardo Lechuga

Hi GodWearsGuccii! My name is Ricardo an independent advisor ready to help you with this situation!

After you submit the form, a Microsoft Online Safety support agent will review it and contact you by email. Please do not submit additional requests, as this may slow down Microsoft response time.

To protect your account and its contents, Microsoft support agents and advocates can only send password reset links or access and change account details when you submit the account reinstatement form.

Can a Microsoft Agent change my email?