Cancel Request

Are you still able to sign in on your account security page at
https://account.live.com/Proofs/Manage? If not, follow the instructions for a compromised account here: https://support.xbox.com/my-account/security/compromised-account-solution

If you were able to get to the Proofs Managing page, you can remove the alternative address. Then change your password to something very secure. I recommend thinking of a sentence you can easily remember. Like for example "This sentence is my password. I
can remember it well!" Then take the first letter of each word and the punctuation and you get "Tsimp.Icriw!" which would be a complex password that you can still easily remember.

Then, after changing your password, scroll down on the page and enable Two Step Verification and set up the free Authenticator App on your phone.

After you've done that, add your own phone number and alternative email addresses at the top, so you can recover your account with that information.

And remember to keep that information up to date, BEFORE you change phone numbers or emails! You will have to confirm a code that is being sent to the email or phone number. If you change that security information without access to your email or phone number
there, changing the security info takes 30 days, to prevent account hijacking.

In the end if you truly can not get back into your account and you believe you got hacked Even following the link that my fellow ambassador put in if you ambassador and click no on the first two answers the following is what is going to show on the next
page.

[table][tr][td]If you're unable to recover your account yourself, immediately reset your email password to prevent further misuse of your account, and then contact Xbox Support. We'll need you to provide some specific information:

• The hardware identification numbers from the Xbox console you use most often.
  • For the Xbox 360, we’ll need the Console ID and the Console Serial Number.
  • For the Xbox One, we’ll need the Device ID and the Console Serial Number.
• The Microsoft account email address that you're trying to recover.
• An alternate phone number where we can reach you if necessary.
• A new Microsoft account without any gamertag associations. This new account will be used for secure communication purposes during the process of recovering your compromised account.To create a new Microsoft account, go to account.microsoft.com and select Create one! (you will need to sign out of any existing account to see theCreate option).
  • When setting up this new account, please only use your phone number as a recovery option.Do not use an alternative email address as your other email accounts may also be compromised.
  • Do not use this new Microsoft account on your Xbox console or on Xbox.com until you receive further notification from Xbox Support.

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Basically you will need to create a new MS account and then contact xbox support by going to support.xbox.com/contact-us and they will ask you some additional questions about your current account and send a form up to their escalations team who will then
look over this form and if they determine your account was truly compromised they will move everything over to the new account you created.

Now the Main thing you want to keep in mind is the last bullet point on this page which says to not use the NEW account on your xbox console or at xbox.com this is until you hear back from the escalations team saying that they have moved everything over
for you. The reason for this is that if you sign in on your console or at xbox.com with the new account it will automatically generate a xbox profile for you and they will not be able to transfer all of your old information over to the new account. and you
would have to start the process all over again.

You can try the following HERE .

I'd suggest adding additional security information to your account if you believe you've been hacked and someone is attempting to use an alternative email address.

But first contact xbox support.

Here's some info on how to change your MS account email

And here's some info about account security link

Hi there, You will need to contact Xbox if your issue is you say you have been hacked. We can't really do much about it here.

If you go to this link and scoll to the bottom of the page there will be a Contact Us section click on that and follow the steps.

https://support.xbox.com

Remember never give out your personal details or password to anyone.

Xbox surrport should be able to help you with this issue.

Thanks .