I need help recovering an account which has 2 step verification enabled and locked out of...

Hi there,

I am desperate to recover my gamertag as my account has purchased games on it that I haven't even had chance to play yet. I would be extremely upset and I am sure you would be also if you had spent money on things you intended
to use but never got chance to and potentially never will again.

I have tried to contact via your online agents and they point me in the same direction, to fill out an account recovery form, which I have done around 20 times now, I just don't have any of the information I used to set up my
2 step verification anymore, the number, and email address are both expired and out of use now and even though I typed my password in correctly, I have been locked out of my account.

I was hoping the last time I filled out the account recovery form, that if I included the xbox live device ID of the xbox one that I last used to sign into my account might have been able to recover my account but I recently received
an email stating that because I have 2SV enabled on the account I'm trying to recover, the email states that this recovery form will be ignored.

I have tried to call Microsoft, so I can speak to someone who might be able to help, the automated responses only direct me back to the website for help and in this case, the website cannot help me. Somehow I cannot request a
call back and all the online agents tell me to do is fill out the account recovery form - which gets ignored when the account has 2SV activated.

I have simply been locked out because I "forgot my password" when actually I was using the correct password.

I am not letting this go till I have answers, and if I don't get answers, the only course of action I could take is to complain to Microsoft about this, due to all the money I've spent on games, games I haven't even played because
I've been locked out of my account for months. I have tried all known avenues of account recovery, because I am locked out of this account I cannot access codes through my authenticator app and neither can I access a recovery code.

Ideally I need to reset my password, so I can log in to my gamer profile in order to change my 2SV information to more up to date credentials. What messed this all up is that I requested my old number when I changed phone contracts,
but my old service provider and new service provider did not make this change for me, somehow I didn't get my old number back and that is what has made this such a big problem.

I can tell you the information I used to set up 2SV like the full email address and the phone number, and even the original email address I used to set up the account/gamer profile.

I can tell you my old bank details such as the account number, sort code, expiry date but I could not tell you the CVC or the long card number as I just do not have the physical card anymore and this bank account has now been
cancelled.

If you require further proof of identity I have a photocopy of my driving license and a photocopy of my passport, should you need this.

would you kindly pass my query onto someone who can perhaps advise on what to do going forward with my account recovery please?



It would mean more than you know

Thank you

:)