My account was unfairly suspended

Charles Jenks · Jun 2, 2025 at 5:42 PM

Recently, I switched my primary email address associated with my account. No big deal right? I had lost access to the old address a few years ago, and it made sense to change it. Initially I had no problems, a few days go by and BAM: my account has been suspended. I appeal, and a day later, I am informed that my account is permanently banned with A. No reason cited for this ban (I read a 55 minute terms and conditions document, I didn't break any rules) B. My support ticket was IMMEDIATELY CLOSED C. no number or email to follow up with to appeal my ban, and i cant seem to find any real people to talk to.

Initially when I appealed, it said that because TSV (two step verification) was enabled.

I recieved this email, which explains nothing and dosent make any sense. Why cant customer support access my account? If microsoft banned it in the first place, they should be able to unban it.

We received your service request and after review, I found Two-Step Verification (TSV) has been enabled on the account. Unfortunately, when TSV is turned on, we are unable to assist with an account recovery as TSV takes the account recovery completely out of control of customer service. We are unable to remove the TSV or make any changes to the security information on the account due to security protocols set up on the account and accepted in the Microsoft Services agreement when the account was created.

Is there any way to get my account back? ive spent hundreds of dollars on it and want it back.

:)

Smwutches

You would need to go to http://enforcement.xbox.com to see about submitting a case review.

Joel M77

Hi Charles, my name is Joel, and I'm an Xbox gamer, just like you. I'm here to help you with any problems or questions you may have.

I am sorry that this has happened to you, however from here we can only guide you through the process so that you can verify the cause and appeal your sanction only if it applies to your case.

Note Customer Service cannot assist with suspensions or disciplinary action. These personnel do not have access to compliance details. Read on for information on how to ask questions about your current suspension.

https://enforcement.xbox.com/en-US

*** Only by following the steps indicated above can you learn about your case and appeal only if this option is available to you, there is no other way to contact the Enforcement department and no one else at Microsoft can help you. No one in Customer Service has information about your case nor can dispute or discuss in any way whether your situation is fair or not, I hope you can understand the situation and stay within the rules of the platform.

If you have already received a response from the Enforcement department confirming the sanction, there is no way for someone else at Microsoft to lift that sanction.

Important Xbox will not tolerate any abusive behavior. When submitting an appeal or responding to an agent's request for additional information, do not insult or threaten Microsoft employees or post profane, bigoted, or otherwise inflammatory content. Case review inquiries are subject to the guidelines outlined in the Xbox Community Guidelines. Disregarding these rules may result in closure of the case review. Especially offensive violations may result in additional disciplinary action from Xbox.

Regards

[IMG]

Smwutches

For information about your suspension and to see about submitting a case review, you would need to go to
http://enforcement.xbox.com

Multiple reports will not cause you to receive a suspension, but using profanity will since it is a violation of the code of conduct.

Magaman-8B232765-380

Please refer to this thread about Bans/Suspensions
forums.xbox.com/.../2023563.aspx

M3tal Daz3

Harassing other gamers even in retaliation is breach of the live code of conduct. In any case you have the possibility to report the gamer that is insulting.

You can file a case review if your ban is longer than 24 hrs, if your enforcement was decided within 12 months and if your enforcement doesnt regards a console ban. If you are a minor is your parent account that should file the case review for you:

enforcement.xbox.com/.../HowTo

My account was unfairly suspended