CANNOT change password on account

Frustrated Mom JK · Sep 26, 2023

I am SO frustrated with this platform. Son has an Xbox Series X (which was upgraded from the S...which was upgraded from the One, which was upgraded from the 360...which was upgraded from the original). He just got it yesterday with his own money...he's 15 and has been saving for this thing.

We get home, and he can't sign in. He forgot the password. Okay, no big deal. We'll reset the password. Nope. Phone number no longer works so he can't do that. Okay, we'll verify the account through the form. Nope, denied. 6 times denied over 24 hours. We've verified emails, credit card info on the system, all of it. It all matches EXACTLY as he is still signed in on his Series S. We've double checked it all.
Spoken on the phone to support multiple times and they say it's a self serving system. But when I explain the self serving system is failing, they won't acknowledge that.

Find it ironic that the honest people trying to get back into their accounts are the ones that get screwed by Xbox/Microsoft due to the less honest ones that are trying to hack someone else's account.

So is there a work around for this? To at the very least change the phone number on the account from the Xbox which is still logged in?

Anything? Before I turn this thing back into GameStop and jump ship to PS?

Bueller....? Bueller???

:)

Rodelio P.

Hi Frustrated!

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Microsoft Community.

Thank you for understanding.

Regards,

RodelioP.

Rodelio P.

Hi Frustrated!

Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

I'm sorry to hear that you're having trouble changing the password on your son's Xbox account. I understand how frustrating this can be. To change the phone number on the account, you can try the following steps:

1. Sign in to the Xbox account on the console that is still logged in.

2. Go to Settings > Account > Your Info.

3. Select "Sign-in, security & passkey."

4. Select "Security."

5. Select "Update my phone number."

6. Follow the prompts to update the phone number.

If this doesn't work, you can try contacting Xbox support again and explaining the situation. They may be able to assist you further. Please note that for security reasons, Microsoft may require additional verification before making changes to an account. To contact live support, please follow the guide below:

Please use this link: Contact us | Xbox Support
Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
If not, please select the country/region it is showing and select the correct one among the list.
Make sure to use to check the available contact times of the support.
Select the "Contact Us" button
Select the drop-down menu options that will match your concern.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.

Hope this helps!

Regards,

RodelioP.

onyxishere

Sorry to hear it. Unfortunately we cannot help with the password issue. You'll need to follow the steps at the link below to reset the password for your account

support.xbox.com/.../change-microsoft-account-password

bowski477

You cannot remotely removed the account but you should change the password on the account. That will require the new password for anyone to be able to access the account and your info.

Astrononiminov

if you are worried about someone hacking your account change the password,

if they still manage to hack your account, try changing you password again,

if you cannot change your password again call Xbox support The UK number is 0844 545 81 43

CANNOT change password on account