Microsoft really can't help me get my account back

Đạt Hào Hoa · May 17, 2025 at 8:22 AM

Hello,

I’d like to share what happened to my account and express my deep frustration with how the situation has been handled so far.

Back in 2024, I was casually having a meal when I received a phone notification that my account had been hacked. At first, I wasn’t too worried since I thought I had already enabled two-step verification. But just 30 seconds later, I saw a stream of alerts showing that my account details were being changed — specifically, the recovery email was replaced with one ending in ".ru", which made me suspect a Russian hacker.

I quickly checked my PC and discovered that it had been infected with a virus, which had taken control of my system. Despite immediately reinstalling Windows and submitting a support request, my account was unfortunately lost.

I provided accurate information to prove I was the original owner, and my case was escalated to Level 2 Support. However, it took two full months for them to respond — and the response was truly disappointing. They said that since the recovery info had already been changed, they decided to permanently lock the account to prevent further misuse.

But that’s exactly why I contacted support — because I had been hacked, and someone else had changed my security settings. I didn’t reach out to be told it’s too late. I needed help.

I’m extremely disappointed. I didn’t lose access due to negligence — my account was hijacked despite having security measures in place. I also purchased a legitimate CD key for Minecraft and Dungeons, and I want to use what I rightfully paid for.

I’m planning to submit another support request, and I hope this time I can get real assistance.

Please let me know if there’s anything else I can do to prove ownership of my account or to retrieve access to it. Thank you for your time and I hope for a better resolution.

sorry no attached photo because when i click upload it says file failed to upload

:)

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.

Please be guided that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

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.

I understand that you have already filled out the account recovery form multiple times to no avail. Nothing to worry because this time we'll give you the instructions and steps on how to answer the recovery questionnaire.

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 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!

EzequielNeves19

Hello Aiden.
My name is Ezequiel. I'm an Independent Consultant and I'm happy to help you today. Please click on this link so you can recover your account, if you have further questions please contact us again.

https://support.microsoft.com/accou...loqueada-805e8b0d-4141-29b2-7b65-df6ff6c9ce27

spdolan69

YES!!!!!

I have tried ALL the fixes and nothing is working.....The problem is is that you can't actually get to the point of adding your password on the 360....as soon as you enter the email for the microsoft account that's when you get the 0815000A error....so it seems it's something between the credentials online and your email....this is really driving me nuts....I have never had this problem until recently I had to change my Microsoft password and now I can't get back in on my 360.....PLEASE HELP!!!!!!!

The_Last_DJ

Hello Johnny B! I'm Kris and I'd be happy to help you with your question.

Have you tried using the account recovery form to get your account back?

https://account.live.com/acsr

Johnny Boy2

Yes I have I’ve tried 5 times now and nothing helps.

Microsoft really can't help me get my account back