Can’t verify Microsoft account

Soul Screamer x · Jul 31, 2021

I have had my Microsoft account for around 10 years and since January of this year, I have been asked at minimum once a month to verify my identity with Microsoft when I sign in to my Xbox. Every time I have been able to pass through these questions on the account recovery form without issue but last week I was for some reason denied for the first time. Since then I have not been able to log on to my Microsoft account AT ALL. I have recently changed my phone number which has prevented me from receiving a recovery code and the new owner of this number, whom I reached out to, has apparently not received any kind of code from Microsoft in order to help me. The recovery email is a family member’s from when I was a child that they created in order to have a backup email for my account and they have not had access to it for the better part of 5 years although it for some reason hasn’t been closed by Microsoft yet?? We can’t recover that email either due to a lack of knowledge surrounding it’s linked information. While filling out the Microsoft recovery form for my own account I have been able to fill every single box with 100% accurate information and I am still told that it is insufficient to recover my account. I can provide Xbox console information, linked debit card, old passwords and everything else in between but nothing has been good enough apparently, even though Microsoft charged my debit card for Xbox live the day after I was kicked out of my account. I’m sick of filling out the same form twice a day for no results at all. Xbox support has just told me that I’m screwed, Microsoft general support has been NO help and everywhere else I turn just refers me back to the same account recovery form that I’ve been working on for over a week. I don’t want to lose all of these purchases I’ve made over the years as well as hundreds of hours of saved game data. Somebody please point me somewhere that isn’t just the same as every other lost password inquiry. This isn’t how a company should be run and there is no need for this impossible security firewall that’s so good it keeps even the customer out of their own account. I wasn’t even able to post a question asking for help about this until I borrowed my partner’s Microsoft account to do so. I don’t care if I have to send off all of the data and information I have to Microsoft for extensive review, I just want my account back.

:)

Georges C.

Hello dear Gamer, first it's a pleasure to be able to help you today.

My name is Georges C

I am a gamer and expert on the XBOX platform.

I'm sorry for the inconvenience this situation is causing you.

Welcome to the community. I hope I can help you in the best way.

Hello Soul, from what I could tell you've tried to recover your Microsoft account by the recovery form.

https://account.live.com/acsr

https://support.microsoft.com/en-us/account-bil...

My suggestion is that you contact Xbox support and after you go through auto-service, ask the person who sees you to transfer to the advanced department and say that it is an A.T.O (Account Take Over).

https://support.xbox.com/en-US/contact-us

Best regards,

XBF Houmaidi O

Hello @Soul Screamer x!

I truly apologize that you have to go through this. Unfortunately, the Microsoft Account Recovery form is the only way you can recover an account.

Help with the Microsoft account recovery form.

I understand that this is not the answer you were looking for, but it is the only valid answer. Microsoft Support cannot reset your password or provide a link to reset your password.

In the previous link it is indicated:

"A customer support advocate won't be able to help you beyond what you can do for yourself in the form. To protect your account and its content, advocates aren't allowed to change account details or send password reset links."

However, regarding the charges on your account, please contact your bank to stop the allowing the charges untill you get access back to your account.

kyle_m4496

Hi Darmok. My name is Kyle and I'm an independent advisor.

It is important to keep your account's information safe, secure, and up to date, to avoid the risk of losing your account.

To protect customer privacy, Microsoft can only help customers verify their account ownership through the online password recovery process: https://account.live.com/acsr

Customer support cannot assist with account recovery. The recovery form is partially automated, if it detects you haven't provided enough information it will deny your request. However, requests are forwarded to Microsoft Support if needed.

If you remember any new details that might help with the recovery process, it's encouraged to keep trying to recover your account using the online account recovery form.

https://support.xbox.com/help/account-profile/manage-account/lost-password-solution

Darmok Jalad

Hi Kyle, thanks for taking the time to answer my question, unfortunately you just restated a solution that I have already said does not work. I tried the account recovery 4 times, I get instantly denied. Gave it my address, credit card, my name, my device ID, (all 100% accurate information). The only thing I can’t fill out is the most recent 3-4 emails sent part. My email is 19 years old, I haven’t sent an email on it in 10 years so there’s no possible way to recall exact emails from that long ago. I have spent tens of thousands of dollars through this account via Xbox, with movies, games, DLCs, rewards points are all unable to be accessed simply because I have no other way to verify my account. If I could just get on the phone with a real person at Microsoft I could easily verify any information they need. I am me after all. In Microsoft’s haste to protect my account, they’ve actually done the exact opposite and locked me out of my account all together. What good is safety if I can’t access my account at all? The customer support line said the account recovery form does not work, it’s all auto-denied at this time by AI bots, this was said to me word-for-word by Xbox support themselves. So there is only one solution, and that has been put into the hands of a broken AI that doesn’t function properly. Please provide me with an alternative solution. There has to be a way for me to get in contact with Microsoft to recover my account. Additionally, my card is on auto-renewal, so I’m locked out of an account that’s still being charged. I was told I would be called back within 24-48 hours but nobody has called me. Nobody cares. I am a 19 year Xbox veteran who has spent obscene amounts of money through my account, Microsoft is cutting off a big customer. It’s crazy. And now all of those things I’m supposed to own, I no longer own because I can’t get in. Please help

Shadow Joker

So what you are saying is I have to accept the L? I know I’m not the first person to post this problem and I know I’m not the first person to complain about the stupid way of receiving access to the accounts.

While I understand the rules around this situation, this becomes a problem when the problem gets swept under the rug and then the problem happens to another person.

Can’t verify Microsoft account