Can't use a Microsoft Account ID as a Microsoft XBox One account

My son wants to add an account to our new XBox One. He has a Microsoft Account at a particular email address at a custom domain, but has forgot the password. He has never used the email address for email (it was hosted at Microsoft Live email before they
shut it down a couple of years ago in favor of Office365). The account recovery process asks a bunch of questions about email (subject lines, folders, old passwords) which we have no answers for since he never used it for email, therefore account recover says
not enough information provided. I have talked to support via email, chat, and phone, and the response seems to be consistent: there is no way to reset the password on that account, so you can never use it again. Can that be right? Can the system actually
be setup so that there is NO ONE AT MICROSOFT that can reset a password on a Microsoft account? That seems ridiculous, doesn't it. I guess I just can't accept that the only end result here is that the email address used for this Microsoft Account is lost forever,
and my son will never be able to use it for any Microsoft services again. It's his email address at a custom domain established for him, but he can never use it? It's too stupid to even think about. Does anyone have a more rational solution to recover the
account?

Thanks!

:)

 

changing email address associated with xbox

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Unfortunately, if you can't provide the required information you can't recover the account and Microsoft won't recover it without providing the required information. I don't really think it is the fact that they can't it is they just won't. I had a similar
issue with my account for my Office subscription and ran into the same situation. Fortunately, I was able to find the information they needed after an exhaustive search and they reset it for me. I know this is probably not what you wanted to hear but this
has been my experience in the past.

Someone else may have some information that I am not aware of. Good Luck!

 

I can't even get anyone to ask for information. The only information that I can provide is birth date, state, and zip code, because that is all that was ever entered for this account. I provided that in the online forms three times and it was "insufficient."
Everybody at Microsoft support is too busy directing me to someone else to actually ask for information. It seems like if someone would just ask me for personal information to identify me as owner of the account, they could just reset the password. Just bizarre.

 

Is this a hotmail account? What is the domain name? If this is a domain that has been shutdown there may be no way to recover it because then the e-mail address would be invalid.

 

Custom domain name. Microsoft Live Email used to let you add custom domain names (that you had registered elsewhere) for free. I had a domain name for myself and one for both of my children, with email addresses for all of them. When Microsoft killed the
Microsoft Live Email service, my daughter (who was old enough to be emailing) just started using her iCloud account, but my son was not receiving any significant or useful email, so I never hosted the email address at another service.

 

IF you can't reset your own password, and you don't pass the online questionnaire, Xbox Support can do an escalation to attempt to get an override on a password reset. This is only possible if you still have a console that the profile was once downloaded
to, so support can get info from it further proving ownership. I know it seems weird that it seems like no one can further help you but in the end, if you don't know the password, can't reset it with the security info placed on it for such instances AND can't
pass the online questionnaire, this account doesn't belong to you any more than the next guy. The reason Microsoft wouldn't be able to do much else is because there's no further information to prove that the account belongs to you, your options have been exhausted.
I hope this helps explains it a little better.

 

@JohnnyGitFiddle - No it really doesn't explain anything better - it just echoes the same lack of understanding of the problem that Microsoft seems to have. This account DOES BELONG TO ME but I am not provided any way to prove it. The problem is that I have
provided all the information that there ever was. The information that the online questionnaire is asking for, beyond name, birth date, state, zip, and country, is all about email subject lines, folders setup, recipients, credit card numbers, etc. - all stuff
that was NEVER associated with this account. The account was never used to send email and there was never a credit card setup. Also, nowhere did I say the account was previously used on a console - the account was originally setup under Windows Live Mail as
a family account to support Family Safety. The account shows up under my "Family" tab at account.microsoft.com. I own the custom domain name for which the email address (account ID) includes. No one else could own this account. If I could get someone on the
phone that could ask questions regarding the account, I could provide any piece of information they would ask for. However, I can't get anyone to escalate it or to ask me questions. They just direct me to the same account recovery pages or send me to some
other support department.

 

Hey there, Goose

I can understand your frustration, and have seen this happen before on the Microsoft Community forums. Please note that Microsoft takes account security seriously. Thus the reason why they rely on those forms you fill out. These forms get sent to the Outlook.com
team, who actively review these forms, and make password resets if the correct information provided.

If not enough information has been provided, the team can not reset your password.

If you are wanting to contact the right people, you can contact the Outlook.com team directly though their email form. Please note, they will try to help you the best they can, however, they may not be able to help reset the password. These are the people
who can reset passwords, and it may take 24 to 48 hours to reply back to you.

To email them, please follow this link:
go.microsoft.com/fwlink (You will need to be signed into your Microsoft Account to email them).

Please post back any results,

Regards,