Is there anything I can do about my locked Microsoft account?

Discus and support Is there anything I can do about my locked Microsoft account? in XBoX Accessibility to solve the problem; I'd say some time in mid March my account got hacked. Not this current account but my main one. The person went in and changed the email associated... Discussion in 'XBoX Accessibility' started by broziiic, Jun 1, 2025.

  1. broziiic
    broziiic Guest

    Is there anything I can do about my locked Microsoft account?


    I'd say some time in mid March my account got hacked. Not this current account but my main one. The person went in and changed the email associated with the account and some other miscellaneous information about the account. Maybe a day or two after it happened, I tried to log into the account with the password that I had used and it worked. I went through and removed anything I could pertaining to me (i.e. card info, home address, etc.). I wasn't able to change the email back to my email since there was a 30 day wait after changing the information. I was able to add this accounts email as a secondary email and replace the one that the hacker put on my account.

    At some point, my account was locked while waiting for the 30 days to be up. I had submitted multiple account recovery tickets and spoken to an online agent 2-3 times who all assured me that my issue was getting passed up the chain and I'd hear back from someone (spoiler alert, I didn't). Most of these tickets were just dead ends. Never received anything back after submitting them. Eventually, I did start getting emails back, one of which telling me the following:

    "We have reviewed your appeal and the results are as follows:



    Policy violated: Abuse of our Platform and Services

    Microsoft system used: MSA

    Date of appeal:2025-05-13

    Appeal results: Violation confirmed (Decision upheld)"

    My issue with this is that I haven't had 100% access to my account since this all happened. I haven't signed in to my Xbox, and obviously I didn't sign into the account other than to remove any of my info. Once the 30 days was up, I received an email telling me that my secondary email was updated and I thought that I could just have a code send to that email and I could sign in that way and then clear everything up and everything would go back to normal. Unfortunately that wasn't the case. I keep getting an error any time I try to have a code sent to me which I can only assume is because the account is still locked.

    Is there anything that I can do? This is my main account that I've had for easily over a decade and every game that I've ever played has been on that account. I really don't want to have to play on a different account and start fresh on games I've played before. Every time I send a new ticket and try to explain my story, I get the same result back which is that Microsoft have decided to uphold their decision and not reinstate my account.

    If anyone has gone through something similar and found success, please point me in the right direction. I'm not giving up on this account all because I got hacked

    TL;DR
    Account was hacked and locked. Microsoft will not reinstate my account because of "Abuse of our Platform and Services". I haven't had access to my account since March so idk what I could've done to violate their policies. Help is more than appreciated.

    :)
     
    broziiic, Jun 1, 2025
    #1
  2. Lucas Lauer Win User

    Compliance lock

    If after submitting the account reinstatement form you received that reply, unfortunately there is nothing to do, my friend.

    I'm really sorry about this. But when your account get compliance locked, only the Microsoft Online Safety team can restore it back. No other Microsoft employee can do anything about it.

    And the recovery form also does not work for accounts that have two factor authentication enabled.

    I'm really sorry, my friend.
  3. Mister Cerb Win User

    My sons account

    Hey there Club!

    By cancelled do you mean cancelled entirely on a locked account? If an account is locked normally the current Gold membership will continue to run. Once the account is unlocked you can speak to the team about the status of the Membership and if they can do
    anything for you. ^_^
  4. Valkyrie210 Win User

    Please make skyrim available for purchase on the xbox live store in Pakistan

    I am sorry about the problem you are having with the region locked. Unfortunately we can not do anything further more on our ends. I suggest calling Microsoft, 1-800-4-my-xbox (1-800-469-9269). They can possibly put your request somewhere, but as of the
    Forum Ambassadors, we can not do anything further. I hope they end up un-locking that region. But there is confirmed news of NO region lock if you have the xbox one. Have a nice day.
  5. Smwutches Win User

    Anything I can do about this?

    Since there's no option for a case review, all you can do is wait it out.
  6. MacTravis Win User

    Email Account locked, can’t sign into gamertag or any Microsoft services

    Did you just give me false information? Because I’ve tried that and XBOX live said they can’t do anything on the accounts. They can’t access the email, or change the email. They can’t do anything to give me access to the gamertag according to the person that called me. They said only Microsoft and outlook can do anything about it as the email can only be changed by logging into it which i can’t do because the email is locked…
Thema:

Is there anything I can do about my locked Microsoft account?

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