I cant get back in my account

Hi Erika! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing this. Based on your description, your mother's Microsoft account was indeed compromised.

From the official Microsoft article: https://support.microsoft.com/en-us...-account-24ca907d-bcdf-a44b-4656-47f0cd89c245 Kindly try to follow the instructions in the interactive tool in order to recover her account.

If the steps above didn't work, you will need to reach out to Microsoft Xbox Support for further escalations as they have the tools and resources to properly investigate this case.

According to Microsoft Agent | Moderator, XBF Brad A and Xbox Ambassador, CosmicCraze:

https://answers.microsoft.com/en-us...-support/988332e4-631f-457c-8bc8-210e7a19be37 and https://answers.microsoft.com/en-us...ive-chat/b75d470e-8c19-4399-bcc9-e6e0bc2ec2fd

Here's how to contact Xbox Support:

"Chat Support:

> Visit the Xbox Support website: https://support.xbox.com/en-US/contact-us/
> Click on the "Contact Us" button in the right of the screen.
> Select the issue you need help with and click on the "Next" option.
> Sign in to your Microsoft account.
> Follow the prompts to connect to a live chat agent.

For Callback Support:

> Select Xbox One
> Select See more options then subscription changes
> Select Show Contact options
> Select Request a call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives a request for a call from support as a contact option.

If you're unable to contact them, try again at a later time."

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

Because there are pii conditions you MUST MEET

if you dont meet those conditions you MUST add additional info to fill in the blanks that you left out by replying to the forum they set up for you at answers.microsoft.com

This includes info you should know like creation date of the ms account.

What pc or os you were using

(If random info was given as pii good luck )

And yes kids used random info for quick account setup

Its was horrible for recovery

Serial number of the console

Achievements and dates gained

Friends on your profile etc etc

Hi Richard,

Thank you for posting on the Xbox forums. Unfortunately the security on a Microsoft account is very strict to prevent account from being hacked and taken over. So that is why it is important to keep your verification & security contact details up to date
in case the password is forgotten and the account needs to be recovered. For obvious reasons, Microsoft does not know your password and would need to verify you are the account owner in order to reset the account password, to protect account owners from any
random person resetting an account password and taking over the account.

The only way to recover your account is to fill out that form as no one from customer support can assist with resetting the password. As you've already contacted customer support, it seems they were not able to verify the account either. Without the old
Xbox to obtain it's specific Xbox Live ID number to enter into the recovery form, it will be very difficult for the submitted form to verify the account.

Did you ask why it wasn't significant information ?

It is against forum rules to post users Gamertags in an attempt to bring enforcement against them. Please refrain from doing so in the future.

The proper course of action is to contact Support by calling the number for your region and opening up an "Unauthorized Access Claim."