Hacked, Email Changed all in under 1 minute. Microsoft says they cannot recover my...

No need to be condescending. It would help if you guys made it so people cannot access people's accounts from a different country. In what world is it considered okay for someone on the opposite side of the country to change an email address that has been established for 15 years? Anyways, you can't 'help, so this is more bothersome than anything else.

My idea to help better protect an account is to not let people change their email address without a process.

Someone took my password and circumvented the 2FA that is on there somehow and changed my email and then closed the account. All in under 1 minute.

I will never be buying another Microsoft digital product again. The fact that your systems let a gmail account be changed to a .ru (russian) account and the 2FA changed, is terrible. There are hundreds of posts about this same thing happening to other people, (all with the same .ru email domain) yet Microsoft continues to operate the same. I suppose it's more money for Microsoft since most people would just pay for their games a second time. But not me.

This is the second email when I asked about the games on my account, that I bought THROUGH MICROSOFT, on the STORE app.

Service Request *REMOVED PII*



Greetings Avery,

This is *REMOVED PII*again with Microsoft Customer Support. I am contacting you regarding your account takeover issue.

Thank you for your response. Since the attacker changed security proofs this caused the account to become compromised. Security proofs are how the customer can recover their account by sending a verification code, such as a phone number or email address. Once this is compromised, the attacker can recover the account themselves using the proof they added. Microsoft support is unable to assist in removing proofs due to privacy and security policies. Our only option at that point to protect the customers data is to lock the account down indefinitely.

Unfortunately, we are unable to assist with Minecraft. You will more than likely have to create a new account. You can try to contact Mojang support to see if they can assist with regaining access to your Minecraft account. Ultimately if they can’t assist, we are unable to assist, so you will need to create a new account.

If any other issues arise you may contact Microsoft Customer Support and one of our support representatives will be happy to provide further assistance.

We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.





*If a response is received after 7 days this service request will be closed and will not be reopened. Once closed, you will need to contact Customer Support to create a new Service Request.



Sincerely,

*REMOVED PII*

Accounts & Billing Support Advocate

Microsoft Customer Support & Services

Wednesday – Sunday 7Am to 3:30PM CST

EDIT: Removed personally identifiable information (PII) from post.

Hello Avery Schlatter,

We understand your sentiment and we know how much you would like to gain an access to your account back. Although we cannot turn back the time, when you were still the only person who knew about your account credentials and licenses. What we can do is to move forward and to ensure all accounts you had is secured and your credentials will not fall into other people's hand.

These support articles provide prevention on how to avoid this from happening. You may apply this with your other accounts/devices too:

Protect yourself from phishing - Microsoft Support

The keys to the kingdom - securing your devices and accounts - Microsoft Support

Should you have ideas/suggestion to share to Microsoft on how to effectively secure an account, feel free to share it through Feedback Hub app.

Thank you for posting.

Regards,

Hello Avery Schlatter,

Thank you for posting in Microsoft Community.

We understand that you need help about your account that was used by your son to play Minecraft and other games. This has been accessed by someone where the security information of the account was completely changed. Microsoft account is managed by a completely automated server, and we do not have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the meticulous account recovery process is intended to protect you from any possible malicious activity.

We are aware of how upsetting it might be to lose access to a valuable account. Receiving a notification for an account change indicates, however, that your login information may have been made public to that individual. Account takeover is difficult unless the intruder has access to your secondary email address and phone number, your password, and the verification code issued to one of your security details. If the account you made is not at all secure, this is, nevertheless, extremely simple. The account should be secured such that only you (the account owner) can enter the verification code provided to one or two security details related to it. By that time, it won't be possible for someone to alter or update your security information or password unless you are aware of it.

If the Internal Team's only option is to permanently deactivate the account, the person who altered your account information won't have access to it anymore. Then this must be a difficult lesson to learn. We sincerely hope that moving forward, any accounts you create will be completely secured to avoid this from happening again.

If you have any better ideas on how to protect an account in these circumstances, we advise you to provide one to the appropriate team. Please use Feedback Hub - Send feedback to Microsoft with the Feedback Hub app - Microsoft Support.

Sincerely,



Xbox Forum Moderator

Microsoft Community