Account locked for 2 months - no contact from the Microsoft Account Recovery Team.

Małgorzata Stefaniak · Jun 21, 2020

Hello.

I had to log in to my wife's account to write here. English is not my native language so if there are any mistakes please forgive me.

My main account has been locked for 2 months.

Around April 15, 2020, when I was in work, I received an email saying someone had changed my account password. As soon as possible I changed the password to the XBL account and to the e-mail (which turned out to be compromised). I have informed phone support
about this and I asked them if an unauthorized person made any purchases on my account (I have added a credit card and funds on account). Everything was fine. Later that day, after work I changed my password again for something I was sure I will always remember.
After that I removed my credit card info and tried to change my associated email. Some error occurred so I gave up and went to sleep.The next day, when I tried to log in through the browser, I received a message saying that the account is locked.

Message is in Polish language so I will use translator, it sais:

"Your account has been locked

We've detected actions that violate our Microsoft service contract and have blocked your account.

Unlocking the account

You need additional help to unlock your account. Use the article "aka.ms/compliancelock" to get to the right place."

So I used the link and filled out the "Form regarding a locked Microsoft account". It was April 16, after that NO CONTACT from Microsoft. I've completed this form 5 times during these 2 months and still nothing.

I contacted support by phone, via chat, tried to get help from Xbox Support on Twitter. Nobody can help me. Everyone says I have to wait for the Account Recovery Team contact. The problem is, as I wrote before, two months have passed and nobody tried to
contact me. Yes, I checked spam etc. Everytime I've contacted support via chat and consultant couldn't help, I received mail that this particular case is ended ... what the hell ... It wasn't until 3 weeks ago that someone left the case open and reported the
matter to "higher-ups". Unfortunately once a week I only receive info that they have no update about my case.

So please help me because I don't know what to do anymore. I have access to a telephone, email, security code and I can confirm that I am the owner of the account, but nobody is eager to help me. I have an account since 2006, almost half a thousand digital
games purchased, Game Pass Ultimate until mid-2021, and that doesn't mean anything because Microsoft support is not interested in my case apparently.

PS. When I try to login via browser where I always log to my account there is info about lock. But when I tried to loigin in incognito page it says:

"Your account or password is incorrect. If you have forgotten your password, reset it now."

When i try to reset it 2FA security appear. Im putting in authenticator code, then it is asking me to fill the last four digits of my phone. After i do that error occures:

"There is a temporary problem with the service. Try again. If this message still appears, please try again later."

PS2. One of the consultants (chat) told me that my account is suspended because of a "override". Didn't get more info than that.

:)

Małgorzata Stefania

Hi. Thanks for the fast reply.

Link above is redirecting me to the polish version of the site. There is no option there to follow hacked or even locked account. There are suggestions what to do when I think that my account is hacked. But to protect myself according to the hints I need
to be log in ...

There is however a link https://account.live.com/acsr to recover account but I can't do that because I have 2FA ("Note: If you have 2-step verification enabled, you can't recover
your account this way."

Maybe you have a direct link to option to recover with hacked account?

BTW I cant make official complaint via phone. Already tried that. Polish branch washes their hands saying that it is not within their competence and only option is to wait for the contact from the Account Recovery Team. One time they suggested that maybe
I should take legal action =/

Can I make official complaint via chat support? If yes please tell me what should I write in a complaint so that someone would take care of my case.

Wishcatcher

Hi,

Very sorry about that issue, i know its frustating, as you already did many things, i suggest you to follow this > https://support.microsoft.com/help/10494/microsoft-account-recover-hacked-compromised-account (
folllow hacked account NOT locked ).

If you still dont get any answer within 4-5 days or if you already have done everything from this troubleshooting, call again once the helpdesk and make an official compliant.

Regards

NIMS2 owner

locked by microsoft recovery team they couldnt recover my main account

ngocphi

Did you contact.xbox support or msaccount support

If you contacted xbox support they can no longer help you now you have to contact the offline team at ms account support

You fill out an account recovery form which is based on youe original info on your account not any changes

This includes info you should know like account creation date

Chargea and payment methods on file and original account info

You get this form from clicking sign in then forgot password

Other options and I can't access my account

Then the account recovery form

It used to.be you call support.and ask for.an unauthorized access case which they streamlined it and have you contact the offline team rather.then customer support then offline xbox team.then ms account offline team

Now you just contact the account recovery team who would lock the account while they investigate

OpticRJames

Hi, Tony. My name is Ron, I'm an independent advisor. I will be more than happy to help you.

I'm sorry about what happened with your account being locked. If it is the account recovery form from this link that you answered, https://account.live.com/acsr.

Please check if you got an email message about the results of the account recovery form. If you did get a message, please contact the support team using this link for further advice, https://support.xbox.com/en-US/contact-us. These cases need to be reviewed by the support team.

Account locked for 2 months - no contact from the Microsoft Account Recovery Team.