I have been locked out of my account. I'm being charged monthly for something linked to...

Hello, and thanks for getting in touch. I'm Aileen, and I'm here to provide you with advice as an independent advisor. Please be reminded that I cannot access or modify your account because this is a public forum.

I know how exhausting this is, especially when you’re still being charged and the recovery forms feel like they’re going nowhere. Let’s go over a few key things that might help push this forward:

1. If the recovery email is a Microsoft one you didn’t set up

That often means the account may have been created or altered by someone else, possibly during a compromise. In those cases, recovery can fail unless you’re able to match the details used after the change, which is frustrating since they weren’t yours.

2. Recovery form tips (even if you've already tried)

Try submitting from a device and location you’ve previously used to access the account — same IP, same device, same browser (not incognito). Include:

Exact subject lines of past Xbox or Microsoft emails (like receipts or order confirmations)

Approximate date the account was created

Services you used (Game Pass, Xbox Live, etc.)

3. Stop the monthly charge for now

While trying to regain access, go here to cancel the subscription linked to your payment method:

https://account.microsoft.com/services

If you can’t log in, contact your bank and ask to block future Microsoft recurring payments — this won’t cancel the account, but will stop the charges.

4. If you still have access to the billing email or receipts

Even if you can’t get into the account, do a search in your inbox (or bank statement) for terms like “Microsoft,” “Order,” or “Xbox” — anything with an Order Number or Invoice ID could be useful later if recovery becomes available again.

I know you've been through the wringer with this. You're doing all the right things — the recovery process is just brutally strict once it starts failing. But we can still work around some of it and stop the bleeding on charges while you push forward.

Please let me know if you need any further assistance. Looking forward to your response.

If you are locked out of your account and still being charged getting in contact with Xbox support would not only help with the charges being made to an account you are locked out of but also be able to get you back into that account if you choose to pursue
that. They will be able to help you out no doubt about that.

Did you notice that they took down the thread I posted asking them, among other things, to explain why it was that they had to lock our accounts even though password security has been restored? So much for "being here to engage with the customers". Not
ONE of the support staff on here has responded to any thread I have started.

And, yeah, I'm seriously considering buying a PS3. It is a lot easier to take getting locked out of something your DON'T pay for than getting locked out of something that you have ALREADY PAID FOR when the reason you are being locked out is not your fault.

Heads up - I'm the OP for this thread having to use an old account...

On that note, I was asked to provide a new email address for the investigation team as my email address was already in use. (Uhh, yea - it's the email address on the account they are investigating) ...

So I have had multiple chats now about the status and I'm not given anything but "Investigations take time..." I'm not looking for an excuse Microsoft - I'm looking for an answer.

With my credit card being charged my monthly access fee (while the account was locked) this too is starting to leave a bad taste in my mouth. I think it might be time to throw the ole'console on craigslist and get away from Microsoft for my console gaming.

Hello @JimMcQ1!

I'm sorry for the inconvenience this situation is causing you.

My advice is to contact your bank for them to stop the unauthorized charges on your account. And regarding contacting the support, would you please try using another email address just to get hold of one of our live agents, then when you manage to do so, you can then provide them with the email address associated with your account. The live agents at least will be able to check your account and verify the exact reason why your account is locked. However, please keep in mind that they will need to verify your account by sending you a code to that email address to have access to your account. If they can't verify it, unfortunately they can do nothing from their end.