Account Escalation Request

Tran Ngoc Duy · May 18, 2025 at 5:22 PM

Hi, i have just recently successfully escalated my problem of: "my account has been hacked and the phone number is still linked to it" to the account security or internal support. I have tried the account recovery form many times, each time it has came back failed and i have not been able to find the "reference code" of those recovery form request. And therefore i dont know how to answer this question in the account escalation request: "If you have submitted the Account Recovery form, and it was unable to successfully validate your account, you should have received a nine-digit reference number. Please provide:

Account recovery reference number:"
Please tell me where to find the account recovery form reference number

(Also, all the recovery form has been done using another email and before i successfully escalated my problem)

:)

Nathan Roberts (SN)

Hey there, Tran Ngoc Duy

I suspect the escalation request reference number is provided by the support agent when contacting them via the support options. Please can you reach out to Xbox Support via this link: Contact us | Xbox Support

Please can you use the image underneath to select the right options to reach out to a Microsoft agent.

If you do manage to get through to them, please explain what has happened and about the escalation request number. They should be able to help with this.

Thanks,

Nathan

WattyNuela

Hello Alex, they can escalate the issue and request an account lock if you prove you're the owner
But they're not able to recover the account or change the information

Onyx Is Here

Please follow the instructions on screen. Once done with the automatic stuff you'll be sent to a fellow gamer to help out. If it's account or billing related then ask to be escalated to a Microsoft Advocate. Be sure to request escalation as some agents think that means releasing it

nickisullivan13

you need to contact support. check your email, that is the ONLY way the escalation team gets in contact. when they escalated it, they should of given you a service request number tied to the escalation. no one on the forums has access to your account and
neither the forums nor chat/phone support can change your gamertag for you.

Venom

Hi ,

I hope you're doing fine today.

This is with the Executive Escalations Team at Microsoft's corporate office. You recently wrote about your dd and I was asked to investigate.

It will be a pleasure to help you as much as possible. In this case, I can proceed on helping you by escalating this request with our Safety Escalations team regarding the banned account. However, about the banned device, you should communicate directly with enforcement team and explain your request.

If you want to proceed with this escalation regarding your banned account, please confirm the email address linked to the account in question to proceed with further actions.

I look forward to your reply. Until then, have a great day!

Sincerely,

Edit

I removed some parts of the email for a bit of privacy)

Account Escalation Request