How can I cancel my Xbox live game pass subscription if I’ve been locked out of my account?

John Phillips5 · Jan 6, 2024

So I’ve been locked out of my account because I need to update my information, but the problem is that the only information tied to the account is an obsolete email address and an old phone number. So I’ve been sent in circles by Microsoft support during the last 7 days, trying to access my account.

At this point I don’t care about the game inventory as I’m not going to continue being a customer of Microsoft, I just need them to stop charging my card with a monthly fee.

Any suggestions?

:)

Rodrigo Oliver

Hi John, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I truly am sorry to hear that.

I kindly ask you to speak with the XBOX Staff.

Please enter this link:

https://support.xbox.com/contact-us

You can also try to recover your account:

Please, use this link:

https://account.live.com/acsr

Let me know if it works!

kyle_m4496

Customer support can't help verify your identity or recover your account, this is to protect customer privacy. If you can't provide the info needed for the online form, then there's sadly nothing else that can be done.

David Woodhouse1

Okay Kyle I appreciate you’re quick responses. I understand , thanks for your help I’ll keep trying.

kyle_m4496

No problem David. Please reach back if you have further questions, take care.

David Woodhouse1

Sorry one last thing that will gnaw at me. I can prove who I am. I have a valid drivers license, passport and proof of address. If I could just talk to anyone at Microsoft or xbox support I can easily prove who I am, they have my bank details. If they could just send the code to my new number and not my old one I could also verify easily.

How can I cancel my Xbox live game pass subscription if I’ve been locked out of my account?