Account Banned After Hacking Incident – Can’t Reach Support

Thank you for your response.

It would be best to have you reach out to Microsoft Xbox Support for further assistance, especially regarding the hacking incident on your account on the Xbox app. You can contact them here at this link:

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

I'm pretty sure you won't be banned for getting this achievement twice in this incident. You weren't purposely trying to hack or mod the game that will get you banned for sure. So your good to go.

Hi K_BCHIC,

My name is Aileen, and I am an Xbox Expert and an Xbox user. I’m sorry you're dealing with this; it’s incredibly upsetting when a hacked account leads to a ban, especially when it feels like all the doors to fix it are locked. I’ve seen others go through something similar, so I’ll walk you through the best possible way forward.

This is a public forum, so I can’t access or fix accounts directly, but I’ll guide you on what you can do.

What’s happening:

Your Xbox account was hacked, and the gamertag was changed.

The new gamertag (on your Microsoft email) is blank with no history.

Your original gamertag—the one with your actual history—was banned.

Now, you can’t appeal because the enforcement tools don’t show that banned account under your email anymore.

What you can do next:

1. Report the account as compromised

Go here and report your Microsoft account as hijacked:

https://www.microsoft.com/reportacompromisedacc...

Include:

The original gamertag name (the one that was banned)

The current email address still tied to the account

Dates and details about when the gamertag changed and what happened

This alerts the Microsoft Identity and Safety team that your Xbox identity was stolen and altered.

2. Contact Xbox support for manual escalation

Go to:

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

Choose these steps:

Subscriptions & Billing

Then I can’t sign in

Choose Chat with us or Request a call

Let them know clearly:

“My Xbox gamertag was changed after my account was hacked. The hacker got my original profile banned. Now the account looks clean, but my real gamertag (which had all my history) is gone and banned. I can’t appeal through Enforcement because that identity isn’t visible on my Microsoft profile anymore.”

They may need to escalate this to the Microsoft Account Recovery or Safety team, who handle situations involving fraud or identity misuse.

3. Escalate further (if support can’t help)

Try this form:

https://support.microsoft.com/supportrequestform

Choose something like "I can't sign in to my Microsoft account", but explain in the body:

The gamertag was changed

The account was banned after the change

Now you can’t appeal or even see your original gamertag

Mention that normal recovery and appeal processes don’t apply here due to identity swap.

Unfortunately, if the Enforcement Team issued the ban after the hacker took control, they won’t reverse it unless Microsoft confirms the account was truly compromised at the time.

So everything hinges on proving the compromise first.

I hope that this helps.

Please let me know if you need any further assistance. Looking forward to your response.

Thank you!

Aileen

The last time I used psn was just before the hacking incident, that was more than enough to keep my ps3 offline after that.

This is the link and steps to follow if you believe your Xbox account has been hacked:

“I think my account has been hacked”

That said, you have referenced you router being hacked. I would suggest you contact your router's support center and change all your passwords. All of them.

Then I would report the incident to the Police.