Concerned my son's account has been hacked and can't find help.

AngelaUQF · Mar 17, 2022

My son has an xbox one and is currently signed into his account. However, I noticed unexplained purchases on my credit card and when we looked into the purchase history via the xbox it showed purchases that were gifted to someone else (I am 100% sure this was not done by my son). He is currently signed into the account but it is clear that someone else has access to the account. We have attempted to log into his microsoft account with the email shown on the Home screen of the Xbox, however Microsoft says that it is not a recognised account name. I am not sure how this could be the case, when the Xbox screen shows the same email we are putting into the Microsoft website. I really need help to re-gain control of my son's account.

:)

Georges C.

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

My name is welcome to the community.

Hello AngelaUQF, you can check all the financial transactions made in the account via the link below.

https://account.microsoft.com/billing/orders

You'll sign in with the email account you use to play, and you'll be able to verify transactions.

As for logins, still on the same site if it is the Security part and then Sign-in activity.

If you think your account has been compromised, change your account password as well as your security information.

XBF Eladio M

Hey Geneviève

Thank you so much for taking the time to post this on the Xbox Forums. We understand that you are currently unable to recover your sons account.

Normally we would encourage you to follow the
Compromised Account Solution wizard, however, considering the gravity of the situation and how far along this has gotten I would instead recommend that you Contact

Xbox Customer Support as they will be better equipped to help you in this situation.

Its worth noting that if you can fill out the
Account Self Recovery request form, prior to reaching out to support, might give you an edge here.

You can follow these steps to get ahold of an agent:

Log into Support.Xbox.com

Step 1: Scroll down, and select Support at the bottom left hand side under
Xbox.
Step 2: At the bottom of the page, click on
Contact Us
Step 3 : Select Xbox One then See other options
Step 4 : Select your Issue –
How to protect your account
- Select - Show contact options
- Select –
  Request a call from Support

I hope this was of some help to you.

kyle_m4496

Hi RobBell6. My name is Kyle and I'm an independent advisor.

When an account gets hacked, you must act fast to increase your chances of recovering it. Since the account's email has been changed, I'm afraid it will no longer be possible to recover the account. I apologise for any inconvenience caused by this.

For future reference, here are some tips to keep your account safe and secure: https://support.microsoft.com/account-billing/628538c2-7006-33bb-5ef4-c917657362b9

kyle_m4496

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

Because that email address is no longer associated with the account.

> Also if it can’t be recovered how do I cancel the Xbox Live subscription

Microsoft can only assist with billing queries if you have access to the account. You'll need to contact your bank or financial institution to cancel the charges. If you pay with card I'd suggest cancelling the card too.

Please reach back if you have further questions.

RobBell6

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

Concerned my son's account has been hacked and can't find help.