Can’t recover account

Hi John, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I truly am sorry to hear that.

Have you tried to fill out the recover account form?

Please, use this link:

https://account.live.com/acsr

Try all the troubleshooting available here: https://support.xbox.com/help/account-profile/manage-account/lost-password-solution

Hey so i have a similar question but i couldn’t figure out how to post without reply, I recently had to factory reset my xbox. Due to this reset all my accounts were wiped off of the console, I know the email for one account but not for the other. Also
the phone I used on my 2nd account is no longer active so I have no way to sign in to change it because I dont know the email please help I have a lot of saved data on my 2nd account and absolutely no way to access it.

Hello @CarolineNeal1!

If the purchase was a subscription, you will need to get in touch with our live agents as they can help you with the refund. However, If the purchase is a game or a DLC... you will need to get access to your account request a refund here: Request a refund.

Please bare in mind that the Microsoft Account Recovery form is the only way you can recover an account. I understand that this is not the answer you were looking for, but it is the only valid answer. If you contact Microsoft support you will be told the same thing. Microsoft Support cannot reset your password or provide a link to reset your password.

Help with the Microsoft account recovery form.

I suggest you try to fill out the account recovery form again. It is possible to fill the form twice a day. If you are having trouble with the recovery request, you can always create a new account and try again later when you remember something new that might help.

In the online form, you will be asked about the subject lines of the emails you have recently sent from your account, your date of birth, your credit card information and other details that only you can know. You don't need to know all the answers. If you don't know the exact answer, just give a close answer.

Yes. They said they were unable to do anything else because they can’t recover a closed account.

Why are Microsoft unable to send recovery details to the email address associated with the account?

Also if it can’t be recovered how do I cancel the Xbox Live subscription because I can’t cancel it via the Xbox or accessing the account