Hijacked Xbox account

only support can help support.xbox.com

Hello, BradyMcQueen. Thanks for reaching out! My name is Lucas, and I'm an Independent Advisor and a Microsoft user just like you. I'll be happy to assist you today.

I am sorry for what happened.

If your account has been taken over, please take a look at this guide from Microsoft:

https://support.microsoft.com/en-us/help/10494/...

If the options to recover your account mentioned on Microsoft guide didn't work for you, you will need to recover your account with the recovery form:

https://account.live.com/acsr

In the article below you can get detailed information on how to fill the form:

https://support.microsoft.com/en-us/account-bil...

Unfortunately, I don't work for Microsoft and don't have access to user accounts or information. But Microsoft support also cannot look or change anything on your account. They can only help you fill the recovery form.

I'm sorry about this and I hope you understand.

...i cant still use the account fine in my xbox, however because this person has put their email in place of mine I cant sign into Microsoft on my browser. I just need a way to boot em out. ...

Did you use a third party email (like Gmail, Yahoo, or any other email provider that is NOT Microsoft), or was your login email a Microsoft Account email (like for example Hotmail, Live.com or Outlook.com)?

What the person probably did was sign into your Microsoft Account, and add his own email as a sign in Alias, made his email the primary login email, and then removed your email from the Account.

When you signed in to your Xbox Account, the Xbox didn't find any Gamertag for your account, and created a new one.

In order to "boot em out", you would have access to THEIR email alias. Or use the link I provided above.

The phone support can't really help, as they have been instructed to be as cautious about restoring access to someones account, unless they can provide enough proof to prove the ownership of the account.

The best way would be to use
the link I provided in my previous post. Fill the information out, and it will go to the right department who will then contact you.

If you still have access to the account on the console I would recommend trying to change the email address or password from there. You should also immediately contact your bank/credit card company to inform them of the account loss so they can cancel any
payments on the account

After that you would need to contact Xbox Support for more assistance. https://support.xbox.com/contact-us

...I have contacted xbox live UK, they said I would have to recover my account and then said I would need to provide them with my IP address and xbox ID, i would also need a blank email for them to put this account too. They said they couldnt recover
the account to the email address it was registered too. I ended the call at that point as it didnt quite seem right.

In about 15 years ago, malicious people had managed to social engineer support personnel and gotten access to other people's account.

Since then the security has been improved, and they will make you jump to a lot of hoops to get your account back.

I understand that you feel annoyed by that. But imagine how you feel, if I could (for example) look at your Facebook page, and see people congratulating you to your Xth birthday, or getting your home address because you snapped a picture of your cat at home
with your phone adding the GPS location to the photo's EXIF data, and then calling support and telling them I need access to your account, giving them your actual address and personal info like birthdate and the likes.

You can try to recover your account by
following these instructions on recovering a compromises Microsoft Account.

After you gained control over your own account again, make sure you enable Two Step Verification on

https://account.live.com/Proofs/Manage and setting up the free Authenticator App on your smartphone.

With Two Step Verification, whenever a hacker gained access to your password and login information, the Live Service will ask for a secret code that only your phone app can provide. So they would also have to physically steal your phone to get into your
account.

Then, with that set up, make sure your Security Info (i.e. phone number and secondary email) are up to date and that the hacker didn't add their own phone number or email, so they could recover your account with their own email again.

If you see foreign phone numbers and emails, remove them.

And finally, after you got your account back, and hardened the security, do NOT give your account to anyone else. For example, a lot of kids engage in "game sharing", where they let friends or strangers download their own profile to the console to let them
play their games and vice versa.

But they forget to remove their account from the other person's console or at least lock it with a code after that, and so the other person has full access to the account.

So just make sure that Two Step Verification is enabled, and that you do not leave your account unattended on someone else's device.