My account was hacked and the email was changed. I need to talk to a support agent

Hello and welcome to our community!

We’re excited to have you here and have great conversations! I'd be happy to be of assistance.

I am sorry to hear about this issue. If you are getting an account that does not exist, it could be that the email address sign-in preference was changed. Here are the steps that you can try:

Step 1: Recover Your Email Address:

Visit this link: https://support.xbox.com/en-US/help/account-pro... for guidance on recovering or identifying your email address.

Step 2: Use Security Information:

You can also use this link: https://account.live.com/username/recover?fbcli... to check if alternate security information, such as a phone number associated with your account, can help you regain access.

Step 3: If you have the Credit Card on file, you can use it to create a new account > Sign in at https://account.microsoft.com/billing/payments > Under "Don't recognize a charge on your bank statement?" click Investigate. Add the card that was linked to your previous account. This will display all transactions made with this payment method, including those from another user on their own account. Locate and click on the transaction that matches the amount on your card to view more details. You will see a partially censored email address. Check if you recognize it or ask others in your household if it looks familiar.

If the above steps don’t work, unfortunately, we’re unable to retrieve or provide your email address information. Please note that Xbox Support cannot disclose this information, even if you know your gamertag. However, if you're able to recover the email address for that account, you’ll need to use the new email address to submit a request for account recovery at this link: https://account.live.com/acsr. Once you fill out the form, someone from the Microsoft account recovery team will reach out through your email to help you recover your compromised account. Additionally, please avoid leaving any fields blank when filling out the form. If you're unsure about certain information, make your best guess instead.

Please note that this is an online public forum, and while we help fellow gamers by sharing our knowledge and experiences, we do not have access to any accounts.

I hope this information helps! Let me know if you have further questions.

yes i have it already but my email is from mail.com and it was hack and i had alot of problems with them and my xbox account is link to it so i was going to change it from my mail.com email to my personal email to is at live.com i just dont want to be kick
out of the ambassador program they didnt get into my xbox account cuz its a different password so i need a xbox support agent to tell me how to change my email and still use the ambassador chat thank you tho TroHAM & illicituskiller for your help but i need
a xbox agent for this one but thank you so much tho

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.

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

Once a hacked account's email gets changed, it is unfortunately impossible to recover. I apologise for any inconvenience caused by this.

Microsoft/Xbox Support agents cannot assist with account recovery. Please reach back if you have further questions.

Thanks,
Kyle

Hi there TheGrendl welcome to the community forum! Christopher here, an Xbox fan just like you and has been on Xbox for years already. I would really love to make your day by helping you out. As someone who has been hacked before I understand your support limbo frustration, my best recommendation? Talk to Microsoft Support directly, not Xbox, I talked to a Microsoft agent who helped me every step of the way, even with the Recovery Team, gather as much evidence as you can (it seems you already have, that's good) and the most important thing is patience, my case took up around 2 months unfortunately but hey! I got my account back.

Except that I can't talk to a support agent and I have a similar issue. Some brazillian (which I know because he tried to get into my strato email and strato compared to microsoft was smart enough not to let them in) hacked it and is using it to charge my paypal and I've gotten at least five account recovery rejections from the automated recovery system.

All the help articles are 'use the automated recovery system' or 'check your account'.

The latter I can't do because the password and recovery email were changed by the hacker.

And the machine is the only one I can talk with because "contact your office 365 admin, who can talk to a proper support agency for you. Only admins can contact Microsoft support."