Bought a new xbox, locked out of microsoft account?

Good day!



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Thank you for your understanding.


Respectfully,



Microsoft Community Moderator

Hello Mark Ariniello,

Thank you for posting in Microsoft Community.

I really couldn't imagine how crucial it is to know that your Xbox account cannot be accessed. We understand that time important for you and that you would like to access the account right away. Account that was locked happens when there has been activity associated with your account might violate Microsoft Terms of Use.

Just to set your expectation, the Microsoft account is managed by a completely automated server and we don't have manual access to it and no bypass access too. For now, allow me to do the best I can to help you with the process.

To ensure you will unlock your account, please follow the steps below after 24 hours from the last time you have tried to access or recover it. Otherwise, you will still see an error message to your account.

• Please click this link: Sign in
  
  • If you don't see the Next option when you sign in, your account has been locked due to suspicious activity or for violating of Microsoft’s Terms of Use agreement.
    
  • You can use any phone number that can receive text messages; it doesn’t need to be associated with your account.
    
    • A code sent to it will expire after 10 minutes.
      
    • The quickest way to get your account unlocked is by requesting and entering a security code online. If you haven’t tried unlocking your account online, we recommend you start there.
      
    • If you see a "usage limit exceeded" error message when requesting a security code, this could mean the phone number has been used too many times in a short period of time, or that we've detected something suspicious about the phone number.
      

Steps and details are in here: Account has been locked - Microsoft Support

We hope you can access your account back.

Sincerely,



Microsoft Community Moderator

If you Google "Microsoft support" it will take you to their support page! And yes you need to do my steps with a new account. I totally understand the frustration, is there anything else I can do for you?

Thank you so much for trying to help, I can’t create a new account with the same email address - I created a new account with a different email address so I could ask the question in this chat to see if I could solve it. I also can’t find an email address or phone number that I can contact to fix it. My poor son is so upset as he has lost all of his progress on Xbox 😢

Thanks

I’ve tried that and the email keeps coming back saying unable to authenticate me ? I have my sons console number and user name and the credit card that I pay subscriptions and purchases with a no luck 🤷‍♀️