Account Recovery can’t access my games or Gamepass

David Ellis3 · Nov 5, 2023

Woke up this morning email saying suspicious activity. Tried to use account recover because I changed my phone number and can’t receive codes to verify. Tried to the recover for almost a week now no success. Feeling defeated my games, years of all progress gone. I don’t feel like this is fair and we customers deserve other options to access our account when this happens. Will I just have to accept that my account is permanently gone? What else can I do?

:)

Daniel Gill_354

Hi David E, my name is Daniel. I am an independent advisor who is willing to help you.

For me, it is an honor to write to you and try to help you in any way possible, for my part I will do my best to try to solve any questions/problems you are presenting.

I'm sorry to hear that you are having this problem with your account, I am a player like you, therefore I do not belong to Microsoft. What I can suggest is that you contact support directly and explain what happened.

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

If it has only been 1 week, you could also try to fill out the account recovery form to see if you are eligible as the owner of the account, you just have to fill it out with precise information that you are or own the account.

Form: https://account.live.com/acsr

I do all this with the intention of helping you, let me know if your case was resolved. I will be careful!

Best regards,
Daniel.

sha27

I’ve called numerous times each time is without account access they can’t help me. Of course we can’t gain recovery of account so they can’t access anything without the codes they send. So back to my bank to ask them to take it further now. I’m fuming they’re quick to stop access to accounts but don’t stop subscriptions knowing full well you can’t use the account! Disgusting tbh.

Robin Young2

Thanks Darryl,

I have tried to use the recovery tool but can’t find the option for when you can’t access your account, all the options assume my account still exists and that I can login.

What option or options should I use to try and have get my account back?

Thanks

RobBell6

Why are Microsoft unable to send recovery details to the email address associated with the account?

Also if it can’t be recovered how do I cancel the Xbox Live subscription because I can’t cancel it via the Xbox or accessing the account

David Woodhouse1

I can’t cancel by the online form. They’ve already taken my money for gamepass that I can’t use, I want a refund. I want to talk to someone about this as it’s caused a lot of distress and I want to do everything possible to gain back access to my account.

Account Recovery can’t access my games or Gamepass