I need help recovering my microsoft xbox account

Darren Balch · May 28, 2025 at 6:03 PM

My autistic son has signed out of my xbox account and i cannot remember the password. I have tried to recover the account multiple times and cannot recover the details. 2 emails linked to the account are old emails which i cannot access. I cannot get through security despite entering as much on the information as possible. I have my console ID, gamertag, and username (which is an email i can no longer access). My Son is distraught as he cannot play his favourite game pass game and it is causing a lot of problems. I desperately need some help to resolve this. i am paying for gamepass each month which is unusable. I am desperate for help. Please can someone help. i have tried everything and i cannot make any progress.

:)

Rodrigo Oliver

Hi Fernando, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

Unfortunately, Microsoft won't be able to share that information with you, due to security and privacy concerns.

Have you checked all your e-mail accounts?

Darren Balch

HI Mario,

Thanks for the quick response, i have gone through the recovery process for the past 2 days and every single time i get the same response that "unfortunately we have determined that the information you have provided was not sufficient". I only want to resolve this to help my son but i cannot and he doesnt understand that i cannot fix it. and eventually i have to wait 24 hrs as ive tried to submit it too many times.

Can Microsoft please help me urgently.

Thanks

Darren

Mario.H.P.

Unfortunately the only tool Microsoft offers for account recovery is the form. You can fill it up to twice a day and it is recommended to keep trying using different information in the requested fields.

You can also try to go to the following link and select the option “Can't access your account?” and from there you can follow other steps to recover your account:

https://login.microsoftonline.com/common/oauth2...

Darren Balch

Hi Mario,

I have been trying and i cannot get any further. There has to be another way to get Microsoft to help resolve this. i do not know what to do. I presume if i make a new account i cannot bring my gamertag over to the new account. I am in despair that i cant even talk to someone about this.

Thank you for your help, i am just very frustrated and with my sons issues it is extremely stressful.

Thanks.

Mario.H.P.

Hello, Darren! My name is Mario and I welcome you to the Microsoft Xbox Community!

I can understand your concern and please don't worry I am here to help you.

In the following link you can follow the step by step process to recover your account: https://account.live.com/acsr

From there you can use a new email address to recover your account and have the Microsoft team contact you.

I recommend that you answer all the questions and do not leave any unanswered. It is important to follow the step by step process to recover your account. It can take up to 24 hours for the Microsoft team to review your account recovery request and contact you directly.

Please keep in mind that this is a public forum. I am an Xbox gamer like you and I am happy to help you with my knowledge.

I need help recovering my microsoft xbox account