Account Recovery for accounts in a Microsoft family

Natasha Robinson1 · Oct 9, 2023

Backstory: A hacker stole my sons Epic Games account, as he had some very rare skins for Fortnight. In the process his Microsoft account was locked due to suspicious activity.

We have been trying to get the account reinstated for weeks.

We cannot reset the password, as we dont have access to the email anymore and there was no mobile number associated with the account as he didnt have one. We have tried all the account Verifications, online account reinstatement, contacted live chat multiple multiple times, submitted requested information to prove identity, provided tax invoices, emails etc.

His account was part of my microsoft family and I have been contacting live chat via my account. Which has also now been locked. ( I have a xbox live subscription current on this account.)

I received an email from a microsoft agent saying they blocked that account to ensure it was secure. I replied that it was and to unblock it, but they wont reply.

I was asked to create a new Microsoft account for my child, without a gamer tag for them to use to recover the original account. But after letting them know this has been done, they wont reply.

My other son's microsoft account, who was part of my microsoft family is now also locked, so he cant use his xbox account either.

Live chat keeps sending me around in circles, its so frustrating. And both my boys are upset.

I am not getting anywhere with the Microsoft account recovery team. Is there an ombudsmen I could contact?

Please help

:)

Kathy A.

Hello Natasha Robinson1,

Thank you for posting in Microsoft Community.

We understand and empathize with what you are feeling right now, we know this account is important for your son. This might be cliche as it would sound however, we would like to set your expectation that Microsoft account is managed by a fully automated server, and we don't have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the meticulous account recovery process is intended to protect you from any possible malicious activity. For now, please allow me to do the best I can in helping you with the process.

We do have this three-step account recovery here in Community. First is Reset of password next is to use Login Help Tool and lastly, is to reach out to live support team. Based on your description, you have reached out to live support team about this issue. Can we ask for the case number of your interaction with the support team? Please send it through private message: Private Messages - Microsoft Community

We look forward to your response.

Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

Microsoft Community Moderator

Kathy A.

Good day!

We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com), as we will not be monitoring this thread going forward.

Thank you for your understanding.

Respectfully,

Microsoft Community Moderator

Koods

Here's a guide to family accounts

https://support.xbox.com/en-GB/browse/xbox-one/security/Family%20account

And the account recovery as well

https://support.microsoft.com/en-gb/help/17875/microsoft-account-recover

Ricardo Lechuga

This is not a linked account, it's a family member account, but this doesn't work to recover accounts, in this cases the recovery form needs to be filled correctly, you can follow the suggestions here

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

Mad Cow Dizease

[quote user="PalZor1"]

need to recover or change a family member password on xbox gold family pack

[/quote]

Hey there, for the account that needs a password recovery, please follow the instructions in the following link:

http://support.xbox.com/en-CA/billing-and-subscriptions/account-management/forgot-microsoft-account-password

Account Recovery for accounts in a Microsoft family