Account recovery not working, need to speak to a person

kakakakakakiaya · Dec 16, 2022

My husband has been locked out of his Xbox/Microsoft account for months now for zero reason just couldn't sign in one day. We have tried everything online to try and recover his account, all of which have been futile. Any information he's used in the last 10 years some how has zero connection to any account or system he has ever had, his new information has zero connection to his new system. Convenient since we have poured hundreds of dollars into his account pay for a monthly game pass subscription and his account can't be found???? He really needs to talk to an actual person to try and resolve this issue and every time we put in a request online or use the virtual assistant we get the "this isn't a problem that requires a phone call" bs. Well it is very much a problem that requires a phone call at this point.

Yes we have tried every step online.

Yes we have used system information, past accounts, new accounts, credit card numbers, new and old emails, all of it and the automated system DOES NOT WORK.

Please help.

:)

Johnny Bartocha

Exactly the same issue is happening on my end, someone tried getting into the account and deleted my recovery email, therefore every time I try to sign in I can't receive the code because I haven't got a way to get it. The recovery form is useless sorry to say, no matter how many times I fill it in its always wrong, this account I've been trying to recover is 12 years old, no way I will remember what information I used to create it. The phone number is old and disconnected so I can't receive the code through there the best option is to get in touch with an actual person over text or over the phone and like you mentioned, go through the ATO, the problem is that there isn't a way to contact a person from Microsoft support as the call system doesn't seem work, like ever, no matter the day or time. And the virtual agent doesn't have a clue about the issue at hand therefore can't do anything either. I really hope this can be resolved as this is a very important account, like I said been using it for 12 years and need to recover it. Thank you for taking your time to try and help resolve the issue.

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community

Hello, by your description I imagine you've tried to fill out the account recovery form a few times.

In this case you should contact Xbox Customer Service and request an ATO (Account Takeover), this is because this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and procedures that Xbox Support has.

However the ATO is a similar procedure to the online form, but done by a Microsoft agent, it will need as much information as possible for you to do the procedure.

https://support.xbox.com/en-US/contact-us

kakakakakakiaya

The problem at this point is contacting customer service goes no where. All their automatic verification and virtual assistant just keep sending us to the account recovery and won't let us actually contact customer support. I don't know how to get around the virtual assistant to talk to an actual person to help with an account takeover.

WattyNuela

Hello Michael, this is Manuela!. I'm an Independent Advisor and community user like you ready to assist you with this problem
I'm not a Microsoft employee.

I appreciate it if you can give more details about your situation.
As a reminder please avoid sharing personal information including email addresses

SwordofWhedon

you can just go into your purchases into your account at https://account.microsoft.com and request a refund.

Account recovery not working, need to speak to a person