I cant log into my account as the information was changed.

RyanPowell_Z · Jan 8, 2023

My account was hacked into about 2 months ago. The hacker was able to change the email and password associated with the account, not allowing me to log back in. I can't reset the password because the email gets sent to the email it was changed to. I had 2FA enabled on the account, but I can't even use that to help me log in. I try the account recovery forms from Microsoft, but they are always unable to verify my ownership of the account. Is there any way for me to regain access to my account as I have made purchases with the account and would like to keep them.

Thank you

:)

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello RyanPowell_Z, I'm sorry about what happened to your account, however in this case you should contact Xbox Customer Service and request an ATO (Account Takeover), this is because this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and procedures that Xbox Support has.

However, ATO is a similar procedure to the online form, but done by a Microsoft agent, it will need as much information as possible for you to do the procedure.

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

Harry McLeod

Thank you for the response, to my knowledge all of my security details and account information is there and up to date. I cant change what browser i log in as for the app i want to log in has a login in built into it.

Misses Quinzel

Hey there, LegacyGorgon5! I'm very sorry to see you are running into issues! This thread is over a year old. Phone or chat support are the only ones that will be able to help you out in this situation. Please try contacting them again by using the link posted
above. If you need assistance with any other support issues, please post up a new thread detailing what you're running into and troubleshooting you've completed. This way our community can get you the individual support that works best on the forums.

HassanB

Hello,

This usually happens when you have an invalid/expired card on file in conjunction with automatic renewal on the account. Microsoft has tried to charge the card but couldn't so you end up in sort of a weird situation. You can try to visit the Microsoft Commerce
& Billing site here and try to update the payment options there.

If that doesn't work either then you'll need to contact phone support directly.

LegacyGorgon5

I tried to contact support directly both messaging and my phone they haven't messaged me at all and every time I try to go on the phone and give me an error and disconnects me

I cant log into my account as the information was changed.