Customer support can't access my account

LizLizard · Nov 5, 2021

Please help.

A few years ago someone hacked my account. Microsoft placed in "VIP" status to keep it from happening again. Awesome right? No. I cannot contact support for anything and no one knows how to help me. I ordered an elite controller that was lost in the mail and was told to contact support to have reshipped or refunded. Except whenever I contact support via phone or chat, once they get my gamertag, they tell me to visit microsoft.com/account to make any changes and then they hang up or disconnect me. If I try to log back in they immediately disconnect again! I logged a support case with one tech and it was closed without even co tacting me. In 2017 I had the same thing happen and I was given a special email address to correspond with but it's no longer valid. What the heck do I do? It's been 2 weeks of daily trying! I just want my controller!

:)

Christopher Revoredo

Hi there Liz welcome to the community forum! Christopher here, an Xbox fan just like you and has been on Xbox for years already. I would really love to make your day by helping you out. I'm really sorry about the situation! I had a similar issue, the way I got support to give me back my account was like this:

You need to create another account. Once you make the account, you should use the new account to login and select “forgot password.”

Choosing the “forgot password” option will send you a link to fill out some questions and information so Microsoft can verify that is your account, then you need to wait for Microsoft to contact you for more assistance and the recover your account!

Geth

You will most likely need to call Xbox customer support directly for this issue.

People here can't gain direct access to account information or details.

GodzRemains

Their customer support (at least from chatting over the internet) is terrible. I just don't understand how I can't do anything if I have full access of my Xbox account. Can't even sign in using my Xbox account because it says my credentials have expired and EA can't do anything because Microsoft and EA don't have access to each other's resources. I think this is an issue only Microsoft can step and and get help with because they won't help us without Microsoft stepping in.

kyle_m4496

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

If you can't access your account, you can try recovering it using the online recovery form: https://account.live.com/acsr

Unfortunately, Microsoft customer support will not be able to help you gain access to your account, so if the online form doesn't work then you may want to consider creating a new account.

ArminatorX

My hotmail account is ... set it up years ago and used fake info so I can't answer the questions to restore the account. I called Microsoft customer support and they were useless. ...

Account thieves tried to social engineer Microsoft Support to gain access to other peoples account with the exact same "reason" why they can't tell them the personal information in that account.

Therefore it is VERY IMPORTANT to put accurate information in the account that you can remember and are able to verify in such a case.

If you can't remember the "fake info", it is the same as if you were a hacker trying to "guess" accurate info from someone else.

Therefore the Microsoft Customer Support can't/won't help potential account thieves.

You will have to use the information XBF Eladio M provides, and if that doesn't work for you, then I'm afraid your account is now lost to the fake information in that account. 😞

Customer support can't access my account