Can't recover password, no longer have access to e-mail

SB09x · Mar 22, 2020

My problem is pretty simple, but I am finding the solution to be impossible. I first made my XBOX account in college, using my college e-mail and my telephone from that era. My XBOX account has always remained signed in. I haven't entered the password in
years, however, yesterday I was asked to enter it in order to play online. I tried a handful of passwords I thought would work but was eventually locked out. Unfortunately, I no longer have access to the college e-mail or cell number linked to the account.
So, I went to the website to try and "verify" my information, including entering the last 4 digits of my credit card (THAT IS CURRENTLY BEING USED FOR GAMEPASS!!!!). Despite doing this, it says my information did not match and asked to continue trying.

I gave up trying this approach and decided I just want to speak to a person, however, that option requires me to sign-in to my account. It makes little sense for one to select "locked out of account/can't log in" as one of the options available in order to
speak with a person, and then by selecting that, it then prompts you to "log in." I can't log-in, hence my reason for needing a person.

Has anyone ran into this, Why can't they just speak to me on the phone, verify my credit card, gamer tag, unique XBOX ID number on the actual system and allow me to unlock? There has to be a way around this.

My entire game library is on that account, if I lose it, I might as well just stop playing Xbox.

Thanks,

:)

Kojackee

Did not help! Accidently hit YES

SB09x

Hello ,

Thanks for keeping us updated. We understand it can be frustrating when the account recovery form is not accepted. As stated in the previous post, the best option is to continue to fill out the account recovery form with any new information. The best
way to reach out to the
Xbox Support Team is through the Xbox website. We will provide steps explaining how to contact them. We hope this information helps!

How to contact the Xbox Support Team:

Click the support team link we provided

Select Contact Us

Select Account & profile in the first drop down box

Select I need a Microsoft account in the second drop down box

Select Next

Select Chat Online or Request a call

I believe I tried doing that, but requesting a chat or a call requires me to "sign-in..." something I can't do on the account in question.

When trying to match the data, the first screen asks me general information, Name, Zip Code, DOB, State, etc..

Would I try and fill that in with data from when I first bought the XBOX and started the account, because my state and zip code were different back in 2010. I put in my current information because I have a credit card on file. I wouldn't make more sense that
your system would expect me to remember/match my city and zip code for 10 years ago, but rather provided recent data that matches my credit card, which is currently, as we speak, paying for a game pass I can't use or even cancel because I CANT LOG IN...

This is such a broken and fraudulent system. You can debit my card, but I can't log in and cancel the subscription because I am locked out? Can't talk to person because I can't log in...What is the [Mod Removed] 1-800 number, my bank has one,
my insurance company has one, I can call Sony about my camera via one..What is the customer service hotline to speak to a representative?

XBF Leo G

Hello SB09x,

Thanks for posting on the Xbox forums. We understand that you need assistance with recovering your password. The steps that you took were the correct steps to take in this scenario. We always recommend utilizing our

support article to recover a password. If the account recovery form was denied, the best option is to fill it out again with any updated information. The Xbox Support Team do not recover lost password. Be sure to let us know the results SB09x!

SB09x

Hello ,

Thanks for posting on the Xbox forums. We understand that you need assistance with recovering your password. The steps that you took were the correct steps to take in this scenario. We always recommend utilizing our

support article to recover a password. If the account recovery form was denied, the best option is to fill it out again with any updated information. The Xbox Support Team do not recover lost password. Be sure to let us know the results !

There is no way for me to verify, obviously, my name is accurate, my address is accurate, its the same one on the credit card that's being billed for game pass...Maybe I made a typo on the DOB 10 years ago, I am not sure, but I fill out the information accurately
and it has already locked me out again. It said I can only try twice in a 24 hours period. Every other company can recover passwords, this is ridiculous, why was I even logged out, to begin with. I haven't been logged out in ten years. Suddenly we are under
quarantine and people need their technology and I am logged out, what kind of [Mod Removed] is that.

How do I speak with a person, on the phone? What is the number? In the past, you could read them the unique XBOX number off the physical hardware.

XBF Leo G

Hello SB09x,

There is not a phone number that can be used to contact the support team. The best way to contact them is to use the steps we provided. You do need to sign in to the website in order to request a call or chat with a support agent. This means you will
need to
create a brand new account in order to do so. Once you get a hold of a support agent, you can provide them with the email address for the account that you are inquiring about. Also, we ask that everyone keep the

Xbox Forum Guidelines in mind and please do not use profanity. We look forward to hearing from you!

Can't recover password, no longer have access to e-mail