Account recovery denied

Rei Cole · Jan 7, 2024

So obviously as the question states my account recovery was denied, now im trying to recover my younger brothers account that he doesnt remember the password to, my issue is the email that was set up has 2 factor authentication on, but the number is an old number that i cant even remember it. ive answered every security question correctly as i was the one to set the account up for him in the first place, but he changed the password for himself. Hes bought 10 YEARS worth of games and ingame cosmetics on it, which is also why im confused if i have proof of the credit card used why is my recovery being denied?

:)

Lucas Lauer

Maybe the hacker is someone with access to your phone or you had other two factor authentication method that also got hacked. Or two factor authentication was not properly setup to your account.

Lucas Lauer

Hello, FransArno. Thanks for reaching out! My name is Lucas. I'm an Independent Advisor and a Microsoft user just like you. I'll be happy to assist you today.

If your account security information was changed and the recovery form is not working, unfortunately there will be no other way to recover your account.

No Microsoft employee can help users recovering their accounts. They only instruct you on how to fill the recovery form. So that's the only available option for a hacked account. If you talk to a Microsoft support advocate, he/she will tell you the same thing. They are not allowed and have no access to change anything on a user account. I hope you understand.

If you have any question, please let me know. And again, I'm really sorry about this.

FransArno

yes, I do have a question

How did the person manage to get in if I had a two-factor Authentication?

The hacker did not have access to my phone number so it's odd that he got even in.

Tezzerrific

the crux of the issue here is because you have 2FA on then the recovery form will not work as it clearly states will not work if 2FA on, support won't help due to 2FA, so basically because you followed Microsofts advice and enabled the security options they then wash their hands of it and refuse to fix it, this means whoever stole your account now has all your games and gets away with it. now depending which country you live in there are further steps to take, here in the UK we can report Microsoft for bad business practice and force them to recover the account or reimburse you the lost digital content regardless of what agreements were accepted. trading standards should be able to advise.

If you are in another country then seek support from your local law.

KindGryphon

Hi Rei C, my name is Courtney and I would be happy to help. I'm sorry to hear that you no longer have access to your account. I know how frustrating it can be when this happens. Let's say that the only alternative you have at this moment is to send the account recovery form (If your information was deleted, unfortunately there is nothing to do), I have also been through this situation, so I can give you some recommendations. The first thing is to enter information that the account has, in case a phone number or card has been deleted, you should simply omit that information and not add it to the form. That said, you can enter the following link: https://account.live.com/acsr Please note that Support cannot help recover accounts, but in that case, if you want to contact them and talk in a live chat for more detailed information, you can access the following link. Support: https://support.xbox.com/contact-us/ Remember that this is a Microsoft public forum, where we are gamers like you trying to guide/help other gamers solve basic problems they have, this means we are not Microsoft employees. Information source (Credits): https://answers.microsoft.com/thread/50d0d753-c765-4478-933f-8e005c780dd0 I hope this information has been useful to you. Best regards, Courtney.

OP said they have 2 step verification enabled so that form is useless for them

Account recovery denied