How can I get my purchased games back?

Christoph Gretenkort · Nov 12, 2022

Hi, a couple of weeks ago a hacker got into my Microsoft Account and did some [mod removed] with it.

Now I got it back, but I cant play my purchased games, because I got suspended for (part of their email):

This account was suspended for fraudulent acquisition or use of Xbox Live content. This can include, but is not limited to:

Selling or trading accounts across multiple devices with the intent to monetize the Xbox service (commonly known as Gamesharing)

Purchasing content from illegitimate third-party websites

Getting, asking for, or using redemption codes illegitimately

Attempting to abuse Microsoft refund policies

Gaining refunds (“chargebacks”) through a bank or other financial institution for the purposes of circumventing Microsoft refund policies

Using a system glitch or loophole for financial gain

Successfully using a redemption code or other content and then claiming that the code or content didn’t work

Participating in behavior that unfairly financially harms Microsoft or its partners

The use of fraudulent or stolen payment instruments to make purchases in the Microsoft Store

I understand that these are not so nice things, but I didnt do them.

To support my claim I got screenshots of all the logged-in devices (before I removed them), which arent mine (about 10).

What can I do to get my games back?

I dont need the Account itself back, but these games man ._.

Hope someone can help, I am tired of the Microsoft Support (which I now cant even use)

:)

Christoph Gretenkort

I already tried to challenge(?) the suspension, but got the quoted mail:

"This account was suspended for fraudulent acquisition or use of Xbox Live content. ..." in my first post

I understand, that you as the support team cannot help me directly, but I am clueless, since my challenged suspension did not work.

I thank you for your answer, but I am just disappointed in the Microsoft Support for not having any working options for hacked accounts.

Sorry for my bad english, I am trying my very best

CarTzy

Hello Christoph Gretenkort

Welcome to Xbox Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

I can see that you need assistance in recovering your game for an account that was hacked.

Here is what you need to do if you think you are being hacked.

Secure your account if you think you’ve been hacked | Xbox Support

If you think your account has been hacked - Microsoft Community

Recover your account
https://account.live.com/acsr

Help with the Microsoft account recovery form
Help with the Microsoft account recovery form - Microsoft Support

I would like to inform you at the beginning that Microsoft account recovery 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. For now, please allow me to do the best I can in helping you with the process.

Why this is important?

Because you cannot transfer games from one account to another, your Xbox account and the Original Microsoft account are forever tied together. So, it is impossible to recover your games if you cannot recover your Microsoft Account.

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Geri M.

Hello Christoph Gretenkort,

We understand the inconvenience caused and truly know what you are feeling now.

We would like to inform you that our support boundaries are limited as we don't have access to enforcement details. Thus, forums and customer support (including phone and chat support team) are unable to assist you with any suspensions or enforcement actions as we have a dedicated team for this.

What we can do or recommend on our end as Community Moderators is for you to file case review via on this link How to submit a case review | Xbox Support. We would highly suggest for you to enter details as comprehensive as possible so that the team who handles this form will be able to assist and take action.

For additional details and to know more about banned/enforcement, kindly refer to these helpful articles.

We hope this helps and it is even better to connect with the correct support where you can get dedicated assistance, the experts there will provide accurate answers for you.

We wish you a good day!

Kind regards

Xbox Forum Moderator

Microsoft Community

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How can I get my purchased games back?