Child account has been hacked

Discus and support Child account has been hacked in XBoX Accessibility to solve the problem; This is my son’s account that was hacked. I have him under a family account, and we never received any emails about changing his information. He was in... Discussion in 'XBoX Accessibility' started by BSWelch, Apr 30, 2025 at 1:22 AM.

  1. BSWelch
    BSWelch Guest

    Child account has been hacked


    This is my son’s account that was hacked. I have him under a family account, and we never received any emails about changing his information. He was in the middle of playing Minecraft and was logged out of his Microsoft account. When he tried to log back in, he was told that the account did not exist. When I logged into the family account, what we see listed as his email address and the recovery information is not what we entered, which shows he has been hacked (I have screenshots of this information). He cannot access his Minecraft paid account or all of the items that he has purchased over the years. Also, I cannot cancel the monthly realms subscription on his Minecraft account because it must be done from his account, which we cannot access due to being hacked. How can this be corrected?

    We have been trying to contact Microsoft for over a week now and am getting nowhere. I have tried the chat function multiple times, and it says loading for over an hour. So, we are very frustrated and disappointed in Microsoft's customer service..

    Thank you for your help.

    Sheri Welch

    :)
     
    BSWelch, Apr 30, 2025 at 1:22 AM
    #1
  2. Mario.H.P. Win User

    Child account has been hacked

    Hello, ! My name is Mario and I welcome you to the Microsoft Xbox Community!

    I can understand your concern and please don't worry I am here to help you.

    In the following link you can follow the step by step process to recover his account: https://account.live.com/acsr

    From there you can use a new email address to recover his account and have the Microsoft team contact you.

    I recommend that you answer all the questions and do not leave any unanswered. It is important to follow the step by step process to recover your account. It can take up to 24 hours for the Microsoft team to review your account recovery request and contact you directly.

    Please keep in mind that this is a public forum. I am an Xbox gamer like you and I am happy to help you with my knowledge. Unfortunately, I am unable to access your internal account information.
  3. BSWelch Win User

    Child account has been hacked

    6 days ago so approx 144 hours ago.

    This is why I am looking for a direct email to Mircosoft support or a phone number that I can call.
  4. Mario.H.P. Win User

    Child account has been hacked

    Thanks for mentioning that!

    Could you tell me how many hours ago you submitted the account recovery form?
  5. Mario.H.P. Win User

    Child account has been hacked

    I will redirect your question so that you can get expert help with the issue from the Xbox team.

    Have a nice day!
  6. BSWelch Win User

    Child account has been hacked

    I have tried this already and get no response. There is also no way to describe the problem that the account has been hacked in this form. I have also tried the live chat and that just says loading for an hour at a time without ever connection. I need another way to contact Microsoft support.
Thema:

Child account has been hacked

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