Account Locked due to “Suspicious Activity”

Matthew Nieusma · Jan 24, 2025 at 2:55 AM

I got an email yesterday afternoon that there was “suspicious activity” on my account. This morning i tried to log in to my xbox, and i got a message that i had to “verify” my account because of suspicious activity. However, the only way i could “verify” it was by sending an email to an email account i havent had access to in 18 months (which is why i changed my primary email). After providing a ton of personal information that i have used ALL of with my account, I was told that microsoft somehow “couldnt verify my account”. We use our xbox for everything, especially movies for our toddler, who is extremely upset to no longer have access to the account. I do not have the time to wait for a “suspension appeal”, which is absolutely absurd considering i still had all my correct log in information, and microsoft arbitrarily decided to lock my account. I need a way to fix this.

:)

Lumie Helps

Hello Matthew N,

Thank you for reaching out to the Microsoft Community. My name is Lumie and I'm happy to help.

I'm sorry you're experiencing this problem. I understand how important recovering your account is to you. Please keep in mind, this is a Microsoft community forum, we are users like you, not Microsoft agents.

Did you have two-factor authentication (2FA) active on the account? If you do have the 2FA active, are you able to access the second factor of authentication? If so, please try resetting your password. Detailed steps on resetting your password can be found in the following support article: https://support.microsoft.com/office/eff4f067-5042-c1a3-fe72-b04d60556c37

Important: The account recovery form can only be used if two-step verification isn't turned on.

If you did not have 2FA active on the account, you will need to try the Account Recovery Form: https://account.live.com/acsr

Detailed steps on how to use the Account Recovery Form can be found here: https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42

Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

While it might not be the outcome you are looking for, if you’re unsuccessful in recovering your account, then you will need to create a new Microsoft account. You can do that by clicking this link: https://signup.live.com/

Let me know if you need more help.

Regards,
Lumie

ClausReich

Hello Frognik! I'm Claus, an Independent Microsoft Community Consultant for Xbox! Glad to be able to help you!

I'm very sorry for what happened to you! There is a chance that Microsoft's services considered your signing in suspicious, and to protect your account, it was locked. Usually, if that happens and you don't know why, the most recommended step is to contact the Microsoft Support directly, where they can inform you of what's going on and why that has happened.

Stephanie Dequito

Hi there! I'm more than happy to help you out!

I understand that you have tried to unlock your account and also reached out to Microsoft Support, yet it didn't work. Don't worry, please proceed to submit your account reinstatement form request to unlock your Microsoft account:

https://www.microsoft.com/en-us/concern/AccountReinstatement

After submitting your request, you may receive an update from them via email within 24 - 72 hours.

Kind regards,
Stephanie

Ricardo Lechuga

Hi Pedro.cunha97! My name is Ricardo an independent advisor ready to help you with this situation!

Account lock should be resolved by doing this process

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

If that's not your case could you please share a screenshot of the message you see to have more details, remember to not include personal data

Drak0z

As promised, feedback when it works. I was on hold for about an hour before I got connected to a help desk employee, but the chap on the other end of the line was very helpful and was able to see that my account indeed had a lock on it due to suspicious
activities. This lock has been removed, and I'm already happily gaming online

Account Locked due to “Suspicious Activity”