Did anyone else have to use the chat support? Gabrielle asked for my email, then tried to...

Hello!

Welcome to the Microsoft Answers Community, a community sourced forum for answers and discussions. I'm sorry to hear about your experience, on this forum we are community volunteers, not Microsoft Employees. We'll try to help as much as possible. We recommend having a Parent/Guardian with you to help you with contacting support. As a reminder, for most jurisdictions you need to be at least 13 to have a Microsoft Account and contact support.

When contacting Microsoft or Xbox Support, ensure you are connecting with an agent through support.xbox.com and using the green "Contact Us" button on the right side. There are two different types of support agents that you may encounter with varying ways of reporting. Check the website address of the web chat you used, if the domain ends in microsoft.com, you are chatting with a Microsoft Agent, if the domains ends with directly.com, you are chatting with a third party contractor authorized to provide support on Microsoft's behalf.

If you were chatting with a Microsoft Agent, you'll need to start a new chat with a new agent. Sometimes Microsoft Agents may ask you to provide additional details to verify account ownership. Feel free to ask them more information about the process and double check the domain that it ends with microsoft.com.

If you were chatting with a Directly.com Third Party Contractor, give them the lowest rating available. This will flag that conversation automatically for further review. Directly.com agents are not allowed to request personal information from customers including email addresses and other personal identifying information. If you would like to go further you may contact a Microsoft Agent for additional assistance.

Microsoft has additional information and recommendations for general Technical support scams you can review. This page will also provide an additional way to report a scam.

Protect yourself from tech support scams (Microsoft Support)

I hope this answers your question! If it did, let us know by marking this answer as the solution to help others! If you have more questions related to this, feel free to reply to this post.

Have a great day,

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

My name is welcome to the community.

Hello Richie, you were in contact with Xbox support via phone if you were and you were requesting a call there is a procedure called "Account Fortification", meaning that the Microsoft agent needs to verify that you are actually the owner of the account you just passed to it.

When you pass the email to the agent, her system sends a verification code to the emails and security phones you have in your account, if that number the Xbox support has no way to verify that you are the real owner of the account.

Note: Support does not have the ability to change account passwords, nor do they ask what your account password is.

If you want to contact the support, not by phone, contact via chat because then you will have to log in to the account and your account will already be fortified, and to make the process more agile, the ideal would be to have an adult accompany you in the process.

Hey there Gabriel!

Can you tell us what happened when you contacted phone support? What troubleshooting steps did they have you try? What happened when you tried those steps?

Let us know and we'll work with you from there. =)

I tried that. The form asks for the email. When I enter the email it says it doesn’t exist. My email account is gone. I’m assuming whoever did this deleted it to prevent me from getting help. There is no way to contact anyone for help. No number. No live chat. I’m actually surprised at the lack of help available for this, especially considering how much money I’ve spent over the years. I saw another person ask for the same kind of help, and they were able to chat with someone as long as they had the Xbox that the account was originally on.

I made this account to get help. This isn’t my original account.

Did you already tried all the advised on the previous link?

Your friend can start a chat with a Microsoft agent using the contact us page via Microsoft support, or via Get Help app if they have access to a Windows PC.

In case the chat option doesn't appear ask them to choose a different category

Sorry for not be able to assist you from here, this is due to anyone in this forum, as its publics. Is not possible to access/modify/view any Microsoft account info