Account accessibility and verification issues

Chris Tucker1 · Sep 21, 2022

Hello,

This is my first time posting to a forum and I wish it could be about anything other than my current situation. I am looking for guidance on what to do for this particular issue. I just got home from work and logged on to my Xbox and it asked for account verification. I gave my credentials like it has occasionally done in the past but is unable to verify my account.

I have had issue with my Xbox account in the past because had and old AOL account as my Microsoft contact Information and ever since Verizon bought out AOL I have never had access to it. I tried doing so a few time in the past but they cannot help me as I was not the primary account holder when my family had aol, 20ish years ago. They have gone as far as to ask for a death certificate of the deceased account holder to put the accounts in my name and then reset everything.I never committed to doing that because it was never an issue until now. This has never been an issue because it will always ask for credentials to your Microsoft account rather than the direct email account which I’ve always had on hand. I have tried to recover the Microsoft account and answer all my questions but I get a response back saying that I have not entered information correctly and my account will stay blocked for the time being until I can submit a form with the proper information filled out.

I am incredibly stressed out about the whole thing. I have had this account since around around 2006 and have put thousands of dollars into it over the past 16 years. I have credit statements showing the Live subscription being paid for in one way or another consistently that entire duration of time. I need to know what can be done to show I am who I am. I had to use a secondary account to make this because for obvious reasons the Microsoft account in question is currently blocked. I have tried calling but the prompt on the website to request a call will not allow me to speak to a rep about this. All attempts to help the situation have all involved verifying said account, which is the whole reason I’m trying to reach out to someone.

This is the one way I keep in touch with friends. It would be appreciated to be heard and take the steps I need to in order to rectify the issue. I hope to hear from someone soon to help in this matter.

Thank you for listening.

:)

Chris Tucker1

Thank you for a quick response, I still have a few hours before I will have another attempt at answering the needed questions. For the sake of clarity, I am looking to see if content that I purchased through Xbox live counts as content purchased on my Microsoft account. One of the questions is “have you ever made a purchase with this Microsoft account?” I obviously have made purchases on xbox but is that seen by my actual Microsoft account? I’d like to do what I can to recover this account given the investment of time and money I have in it before looking into another account.

JosefLBohorquez

Hi, yes. Xbox Live purchases are the same as Microsoft account purchases

Both are connected

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Chris

Sorry to hear that, usually when the recover form is rejected you have these options:
"What you can do...

Fill out the account recovery form again We recommend that you try filling out the account recovery form again. You can do this up to two times per day. Do this if you find more information or remember something else about your account that will help.

Create a new Microsoft account You can always create a new Microsoft account in the interim if you’re having trouble with the recovery request and try again later when you remember something new that might help.

Add security and recovery features to your new account If you decide to create a new Microsoft account we recommend you follow the guidance to add one or more additional security contact info methods to your account right away. Review and set up an alternative sign in methods, such as the Microsoft Authenticator app to use to sign into your account."

Source: https://support.microsoft.com/en-us/account-bil...

Just in case, you could try alternative methods to recover your account here:
https://support.microsoft.com/en-us/account-bil...

Please note that no one here in the public forums can modify or share account details due to privacy and security policies

Ricardo Lechuga

In theory, if you activated 2 steps verification is not possible to access your account unless you have access to the 2 verification steps information/device, so you should not need anyone to recover your account

Annanda Martins

Hello Robert F! I'm Annanda and I'd be happy to help you with your question.

What you can try to do know is contact Support directly, okay?

https://support.xbox.com/contact-us/

I hope this issue can be solved as fast as possible.

I hope I was able to answer your questions! Please, if you have any other doubts, we are here to help.

Give back to the Community. Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below

Best Regards, Annanda.

Account accessibility and verification issues