Cannot get access to account.

I recently bought the Xbox series S all access bundle through Game UK which included the Game pass ultimate 24 month subscription, a deal hard to miss. (date of purchase – 8/01/2022)



I set up my newly bought console through the on screen recommendation of the Xbox app. The set up was generic, inputting details such as an email, phone number, gamertag etc.



As this was my first modern Xbox since the 360 I set up a new email address to link my account to and used the iPhone strong password recommendation as my account password. At no point in the initial set up did the app take me to outlook to provide further details such as alternate email addresses and any extra security info.



I finished the rest of the console set up, redeemed my 24month subscription and started downloading games, adding friends and started playing. Happy days.



Come Saturday (15/01/2022) so 7 days with my new console, I was greeted with a screen saying that I was “attempting to access sensitive information” and I would need to enter my password. Now, as I did the initial set up on my phone I went into keychain (where all my passwords are stored) and scrolled down to not find anything related to Microsoft/live/Xbox etc. It was at this moment I realised I was doomed, as my password wouldn’t have even been saved since day one. I’m just glad I got 7 days out my console, brandished with game pass ultimate.



It seems apparent that the Xbox app does not link so well with keychain and the password was unsaved and as you can imagine, attempting to guess an iPhone recommended strong password is absolutely hopeless. So I clicked on “forgot password” to start the process.



The “form” asks you to provide details regarding your account. Name, birthday, address etc and asks you to provide proof that you are the owner. Fair enough. Not so fair enough when the questions with such a new account however, which you’ve never been on before, are absolutely pointless and you have to hopelessly guess like a game of family fortunes.



thinking back and remembering the initial setup and never physically going into the outlook mail (as the Xbox app didn’t take me there) I can’t possibly have any idea what emails are in there for me to provide proof of, nor have I sent any emails so I can’t possibly provide proof for those. There are also no card details attached to this outlook account as the console had the all access built in, and it was a case of redeeming in the “included in this console” section in the settings so I can’t provide those, and i certainly didn’t provide any alternate email addresses to aid me to get back into my account on the initial set up using the Xbox app.



I tried anyway and to no surprise with what little information I could provide the password request was denied.



I got in touch with multiple Microsoft support agents on twitter (16/01/2022) who over a total of 6 hours (replying every 1 hour interval) kept telling me to “do the form”. I kept explaining my situation but the bottom line was “the form”. So, a total of 2 forms later and surprise surprise, the automated service had denied my request.



There is a maximum total of two forms you can do per day so i decided to make a new account on my Xbox to at least be able to play



Come Monday morning I decided to go onto the Xbox support and get in touch with an agent, you go through the click here process to explain your problem and request a call. Wait time 41 minutes, I received the call within 10 minutes of request, which actually impressed me. Unfortunately what didn’t impress me was that the call cut 8 minutes into the conversation, (just when I was starting to gain a little hope that my problem could be resolved) So I went back in and requested another call. Which never came. Unhappy face.



So I hopped back online to the web chat to speak to an agent and explain my problem.



I explained everything as above, but all I got was to “do the form”.



I even had a Microsoft support agent ask me for the security code they had sent to my account. The account that I have absolutely no access to..... I was also a little bit annoyed that the agent just kept ending the chat, which is very poor customer service. (no, this wasn’t disconnecting). I had to use the link to re open the chat a total of 4 times, only to be greeted with the generic we are very sorry etc etc. “do the form”



My current situation;

1. No access to game pass ultimate as my initial account is inaccessible, therefore I am paying for a service I am not getting.
   
2. Stuck in an endless “do the form” time loop.
   
3. Just plain miserable.
   

HOW DO I PROGRESS FROM HERE??

:)